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Technical support chain automation with guided self-help capability via a system-supplied search string

  • US 6,694,314 B1
  • Filed: 12/18/1998
  • Issued: 02/17/2004
  • Est. Priority Date: 12/18/1998
  • Status: Expired due to Term
First Claim
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1. A method for automated technical support in a computer network having a client machine, comprising the steps of:

  • receiving a problem area from a user;

    receiving a problem description from the user, generating a search string by executing a diagnostic map, wherein the diagnostic map encapsulates a set of one or more methods that, upon execution, explore the client machine and gather diagnostic data;

    wherein the search string, upon execution in a search engine, is expected to return relevant search results;

    automatically presenting the user with the search string; and

    executing the search string to facilitate a self-help session.

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