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

• Current Assignee: RPX Corporation
• Original Assignee: Motive Communications Incorporated
• Inventors: Sullivan, Francis X., Vetter, Brian Jay, Bereiter, Thomas William
• Primary Examiner(s): Kazimi, Hani M.
• Assistant Examiner(s): Colbert, Ella
• Application Number:
  US09/215,880
• Time in Patent Office: 1,887 Days
• Field of Search: 707/10, 707/101, 707/102, 707/104, 707/201, 707/203, 707/205, 707/104.1, 714/25-27, 345/705
• US Class Current: 1/1
• CPC Class Codes: G06F 16/90344 by using string matching techniques
• CPC Class Codes: Y10S 707/99942 Manipulating data structure, e.g. compression, compaction, compilation

Abstract

A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins in response to entry by a user of a problem area and description. In response, a diagnostic map is executed to explore the user'"'"'s machine and the problem description. The map returns a self-help search string that, upon execution in a search engine, is expected to return relevant search results. The search string may then be executed to facilitate a guided self-help session.

Claims

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.

2. The method as described in claim 1 wherein the client machine includes a Web browser and the search string is presented to the user within a Web page.

3. The method as described in claim 1 wherein the computer network is the Internet.

4. The method as described in claim 1 wherein the computer network is an intranet.

5. The method as described in claim 1 further including the step of returning search results to the user, the search results including at least one link to a page including a technical support note.

6. The method as described in claim 5 further including the step of having the user select the link to navigate to the technical support note.

7. The method as described in claim 6 wherein the technical support note provides the user with an option to further diagnose the user'"'"'s technical problem.

8. The method as described in claim 7 further including the step of executing another diagnostic map if the user elects the option.

9. The method as described in claim 8 further including the step of notifying the user of the results of the further diagnosis.

10. The method as described in claim 5 wherein the technical support note provides the user with an option to fix the user'"'"'s technical problem.

11. The method as described in claim 10 further including the step of attempting to fix the user'"'"'s technical problem if the user elects the option.

12. The method as described in claim 11 further including the step of notifying the user of the results of the attempt to fix the user'"'"'s technical problem.

13. The method as described in claim 1 wherein the search string is executed by a diagnostic map.

14. The method as described in claim 1 wherein the search string is executed pursuant to a user command.

15. The method as described in claim 14 wherein the client machine includes a Web browser and the search string is presented to the user within a Web page.

16. The method as described in claim 15 further including the step of returning search results to the user in a Web page.

17. A computer program product in a computer readable medium for providing technical support chain automation in a computer network having a client machine, the computer program product executable in the client machine and comprising:

means for receiving a problem area from a user;

means for receiving a problem description from the user;

means for generating a search string, wherein means for generating the search string further comprises diagnostic means for exploring the client machine and gathering diagnostic data;

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

means for automatically presenting the search string to the user; and

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

18. The computer program product recited in claim 17, further comprising:

means for returning search results to the user, the search results including at least one link to a page including a technical support note.

19. The computer program product recited in claim 18, further comprising:

means for enabling the user to select the link, the means for enabling further comprising means for navigating to the technical support note if the user selects the link.

20. The computer program product recited in claim 19 wherein the technical support note provides means for further diagnosing the user'"'"'s technical problem.

21. The computer program product recited in claim 20 further comprising:

means for executing another diagnostic map if the user elects the option.

22. The computer program product recited in claim 21, further comprising:

means for notifying the user of the results of the further diagnosis.

23. The computer program duct recited in claim 18 wherein the technical support note includes means for providing the user with an option to fix the user'"'"'s technical problem.

24. The computer program product recited in claim 23 further comprising:

means for attempting to fix the user'"'"'s technical problem if the user elects the option.

25. The computer program product recited in claim 24, further comprising:

means for notifying the user of the results of the attempt to fix the user'"'"'s technical problem.

26. The computer program product recited in claim 17, wherein:

means for executing the search string further comprises means for executing the search string without user input.

27. The computer program product recited in claim 17, wherein:

means for executing the search string further comprises means for executing the search string in response to receipt of a user command.