Targeted rules and action based client support
First Claim
Patent Images
1. A method comprising:
- communicating data from a client to a service via a network, wherein the service processes the data to place the client providing the data into at least one group of clients;
receiving a set of support instructions to troubleshoot a particular operational problem reported to the service by a member of the group other than the client, wherein the instructions are sent automatically by the service to the client based upon the grouping;
applying rules, specified by the set of support instructions, to determine if the particular operational problem is present on the client,when the problem is present, performing actions specified by the set of support instructions to troubleshoot the problem;
providing results to the service indicating whether the performed actions corrected the particular problem; and
when the problem is not corrected, automatically receiving an updated set of support instructions without user intervention to troubleshoot the particular operational problem, wherein the update is based upon results of the actions provided from one or more of the clients in the group.
2 Assignments
0 Petitions
Accused Products
Abstract
Targeted rules and action based support techniques are described, in which, operational data collected from a plurality of clients is used to generate support instructions for troubleshooting operational problems of the clients. Clients are provided targeted access to support instructions based upon information included in the support instructions which matches the support instructions to the clients. In an implementation, clients may be placed in one or more groups based on the analysis of the operational data and may receive support instructions corresponding to the group automatically and without user intervention.
11 Citations
16 Claims
-
1. A method comprising:
-
communicating data from a client to a service via a network, wherein the service processes the data to place the client providing the data into at least one group of clients; receiving a set of support instructions to troubleshoot a particular operational problem reported to the service by a member of the group other than the client, wherein the instructions are sent automatically by the service to the client based upon the grouping; applying rules, specified by the set of support instructions, to determine if the particular operational problem is present on the client, when the problem is present, performing actions specified by the set of support instructions to troubleshoot the problem; providing results to the service indicating whether the performed actions corrected the particular problem; and when the problem is not corrected, automatically receiving an updated set of support instructions without user intervention to troubleshoot the particular operational problem, wherein the update is based upon results of the actions provided from one or more of the clients in the group. - View Dependent Claims (2, 3, 4, 5)
-
-
6. A computer-implemented method comprising:
-
communicating operational data corresponding to an operational problem experienced by a client to a service; obtaining support instructions corresponding to the operational problem, wherein the support instructions include identifying information to target the support instructions to the client; and performing actions specified by the support instructions to troubleshoot the operational problem wherein; the identifying information comprises a group identifier corresponding to a group of clients in which the client is included by the service based upon other operational data communicated to the service by the client prior to the client experiencing the operational problem; the client receives notification of the group identifier from the service; and the client references the group identifier to obtain the support instructions corresponding to the operational problem. - View Dependent Claims (7, 8, 9, 10, 11, 12)
-
-
13. A method comprising:
-
collecting data regarding a plurality of operational problems from a plurality of clients; producing from the collected data a plurality of support instructions each configured to troubleshoot one or more of the plurality of operational problems; and providing targeted client access to the plurality of support instructions, wherein the support instructions include; a first set of support instructions providing rules matching the plurality of clients to the plurality of operational problems, and one or more additional sets of instructions each corresponding to one or more of the plurality of operational problems and providing a set of actions for addressing respective problems, wherein the clients apply the rules to determine which of the one or more additional sets of instructions are applicable. - View Dependent Claims (14, 15, 16)
-
Specification