Technical support chain automation with guided self-help capability via a system-supplied search string
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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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.
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Citations
27 Claims
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1. A method for automated technical support in a computer network having a client machine, comprising the steps of:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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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:
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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. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
means for returning search results to the user, the search results including at least one link to a page including a technical support note.
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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.
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20. The computer program product recited in claim 19 wherein the technical support note provides means for further diagnosing the user'"'"'s technical problem.
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21. The computer program product recited in claim 20 further comprising:
means for executing another diagnostic map if the user elects the option.
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22. The computer program product recited in claim 21, further comprising:
means for notifying the user of the results of the further diagnosis.
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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.
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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.
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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.
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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.
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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.
Specification