Technical support chain automation with guided self-help capability using active content assertions
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United States of America Patent
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Dec 2, 2003
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N/A
app pub date -
Feb 17, 2000
filing date -
Feb 17, 2000
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Abstract
Guided self-help is facilitated through use of so-called 'active content' pages that are selectively filtered and retrieved as a function of a set of declarative 'assertions.' An assertion typically is an individual statement or building block of a larger, more comprehensive diagnostic map. An assertions map is a smaller, more focused version of a diagnostic map that is executed against a user's computer system to diagnose a particular problem situation that the user has encountered. When a user encounters a technical problem, he or she navigates to a search window and enables a given command when entering a search string to identify fixes for the problem. A server process responds to the search request and downloads an assertions map that checks the state of the end user system and returns results. The server process then processes the conditions, filters content that matches conditions on the end user system, and ranks and displays search results to the relevant active content based on a hierarchy of assertion results.
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