Technical support chain automation with guided self-help capability using active content developed for specific audiences
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Apr 1, 2003
Grant Date -
N/A
app pub date -
May 12, 1999
filing date -
May 12, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Guided self-help is facilitated through use of so-called 'active content' pages that are selectively viewable by given 'audiences' within a technical support chain automation system. Active content is Web-based content (e.g., content viewable by a Web browser) that has one or more diagnostic maps initiated when certain actions are taken According to the invention, users are assigned to a hierarchy of audiences. A given audience within the hierarchy has the right to view active content written for that audience and active content written for any audience within the hierarchy at a lower level in the hierarchy. Given segments or portions of an active content database are associated with given audiences in the hierarchy. Thus, during a guided technical support session initiated by a user, given active content is served to the user as a function of the audience to which the user has been assigned.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully