API and schemas for dedicated customer service representative interface
First Claim
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1. A method of providing customer service data related to a metered computer comprising:
- receiving a request related to customer service activity;
determining whether the request relates to at least one of core data, distribution data, and resolutions processing;
retrieving data from a core database when the request includes a request for core data;
retrieving data from a distribution database when the request includes a request for distribution data; and
initiating an activity when the request includes a request corresponding to resolutions processing.
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Abstract
A pay-per-use or subscription computer may require customer assistance for both technical and business purposes. A customer service interface available via a web service may be used to provide customer service offered by a provider at a different level of the distribution chain. The web service may be focused in three areas, each exposing various methods. The three areas may include customer/computer data, distribution/sales data, and business or service level adjustments.
23 Citations
16 Claims
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1. A method of providing customer service data related to a metered computer comprising:
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receiving a request related to customer service activity;
determining whether the request relates to at least one of core data, distribution data, and resolutions processing;
retrieving data from a core database when the request includes a request for core data;
retrieving data from a distribution database when the request includes a request for distribution data; and
initiating an activity when the request includes a request corresponding to resolutions processing. - View Dependent Claims (2, 3, 4)
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5. A method of providing customer service data corresponding to a computing device operated in a pay-per-use or subscription business model comprising:
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exposing methods for retrieving data corresponding to one of a customer or the computing device;
exposing methods for querying data corresponding to a distribution chain for at least one of the computing device, a related peripheral, and a related service;
exposing methods for adjusting one of operating data and business data related to the computing device. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12)
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13. A computer-readable medium having computer executable modules for execution on a computer supporting web-based customer service operations comprising:
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a plurality of core data modules that process information corresponding to at least one of a metered use computer and a customer associated with the metered use computer;
a plurality of distribution data modules that process information corresponding to distribution data associated with the metered use computer; and
a plurality of resolutions modules that process information for resolving issues. - View Dependent Claims (14, 15, 16)
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Specification