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METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES

  • US 20120266258A1
  • Filed: 04/12/2011
  • Published: 10/18/2012
  • Est. Priority Date: 04/12/2011
  • Status: Active Grant
First Claim
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1. A computer-implemented method for product support services, the method comprising:

  • receiving, at a services application programming interface (API) of a support center, a first request from a first user for support services of a first product provided by a first client of the support center, wherein the support center provides support services for a plurality of products provided by a plurality of clients;

    receiving, at the services API of the support center, a second request from a second user for support services of a second product provided by a second client of the support center;

    identifying a first knowledgebase (KB) associated with the first client and a second KB associated with the second client;

    identifying a third KB that contains information common to the first product and the second product;

    enabling the first KB and the third KB to be accessible by a first agent assigned to provide support services of the first product to the first user without exposing the second KB to the second agent; and

    enabling the second KB and the third KB to be accessible by a second agent assigned to provide support services of the second product to the second user without exposing the first KB to the first agent, such that confidential information of the first KB of the first client and the second KB of the second client is not shared across different clients.

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