Technical support chain automation with guided self-help capability using active content developed for specific audiences

• US 6,542,898 B1
• Filed: 05/12/1999
• Issued: 04/01/2003
• Est. Priority Date: 05/12/1999
• Status: Expired due to Term

• Current Assignee: RPX Corporation
• Original Assignee: Motive Communications Incorporated
• Inventors: Sullivan, Francis X., Vetter, Brian Jay
• Primary Examiner(s): Trammell; James P.
• Assistant Examiner(s): CHEUNG, MARY DA ZHI WANG
• Application Number:
  US09/310,399
• Time in Patent Office: 1,420 Days
• Field of Search: 707/1-6,9,100-104
• US Class Current: 707/786
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y10S 707/956 Hierarchical
• CPC Class Codes: Y10S 707/966 Distributed
• CPC Class Codes: Y10S 707/99939 Privileged access
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

Guided self-help is facilitated through use of so-called “active content” pages that are selectively viewable by given “audiences” within a technical support chain automation system. Active content is Web-based content (e.g., content viewable by a Web browser) that has one or more diagnostic maps initiated when certain actions are taken According to the invention, users are assigned to a hierarchy of audiences. A given audience within the hierarchy has the right to view active content written for that audience and active content written for any audience within the hierarchy at a lower level in the hierarchy. Given segments or portions of an active content database are associated with given audiences in the hierarchy. Thus, during a guided technical support session initiated by a user, given active content is served to the user as a function of the audience to which the user has been assigned.

Claims

1. A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of:

assigning users of the client and server machines to a hierarchy of audiences, wherein a given audience within the hierarchy has a right to view active content written for that audience and active content written for any audience within the hierarchy at a lower level in the hierarchy; and

during guided technical support sessions, selectively serving active content to users of the client machines and the server machines as a function of the audience assignments;

wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.

2. The method as described in claim 1 wherein the active content is served in response to a search request.

3. The method as described in claim 2 wherein the active content is basic content that has been activated with an activator, the basic content selected from a content group consisting essentially of FAQ2, release notes, support notes and at least one URL to a Web technical support resource.

4. The method as described in claim 3 wherein the activator is a diagnostic map.

5. The method as described in claim 1 further including the step of segmenting an active content database into different viewable groups.

6. The method as described in claim 5 wherein support engineers located at the server machines are members of a highest level audience.

7. The method as described in claim 1 wherein the audience hierarchy includes a highest level, one or more intermediate levels, and a lowest level.

8. The method as described in claim 7 wherein given end users located at the client machines are members of an intermediate level audience.

9. The method as described in claim 8 wherein a remainder of the end users located at the client machines are members of a lowest level audience.

10. The method as described in claim 1 wherein the client machines are connectable to the one or more server machines via the Internet.

11. A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of:

segmenting an active content database;

assigning users to a hierarchy of audiences, wherein a given audience within the hierarchy has a right to view active content written for that audience and active content written for any audience within the hierarchy at a lower level in the hierarchy;

associating given segments of the active content database with given audiences in the hierarchy; and

during a guided technical support session initiated by a user, selectively serving active content to the user as a function of the audience to which the user has been assigned;

wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.

12. The method as described in claim 11 wherein the active content is basic content that has been activated with an activator.

13. The method as described in claim 12 wherein the basic content is content selected from a content group consisting essentially of FAQs, release notes, support notes and at least one URL to a Web technical support resource.

14. The method as described in claim 12 wherein the activator is a map.

15. A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of:

assigning a user of a client machine to a hierarchy of audiences, wherein a given audience within the hierarchy has a right to view active content written for that audience;

in response to entry by the user of a problem, automatically generating a search string that, upon execution in a search engine, is expected to return relevant search results; and

upon execution of the search string, returning relevant search results as a function of the user'"'"'s audience assignment;

wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.

16. A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of:

assigning users of the client and server machines to a hierarchy of audiences, wherein;

a given audience within the hierarchy has a right to view active content written for that audience and active content written for any audience within the hierarchy at a lower level in the hierarchy, and

the audience hierarchy includes;

a highest level including users of the server machines,

one or more intermediate levels including users of the client machines, and

a lowest level, including a remainder of users of the client machines; and

during guided technical support sessions, selectively serving active content to users of the client machines and the server machines as a function of the audience assignments;

wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.