US6542898B1
Expired / Lapsed
US
⏱️ 0.0 years remaining
Technical support chain automation with guided self-help capability using active content developed for specific audiences
Assignee: RPX Corp
•
Filing: 1999-05-12
•
Granted: 2003-04-01
•
Expires: 2019-05-12
Abstract
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.
Inventors
- 👤 Francis X. Sullivan
- 👤 Brian Jay Vetter
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-09 06:44
CPC Classifications
G; G06; G06Q; G06Q30/00; G06Q30/02; Y; Y10; Y10S; Y10S707/00; Y10S707/953; Y10S707/956; Y10S707/964; Y10S707/966; Y10S707/99931; Y10S707/99939; Y10S707/99941; Y10S707/99943
Claims Analysis
Total Claims: 20
Claim 1
Independent Claim
147 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: assigning users of the client and server machines to a hierarchy of audiences, wherein a given audience within the hierarchy has a 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; and during guided technical support sessions, selectively serving active content to users of the client machines and the server machines as a function of the audience assignments; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 2
Independent Claim
147 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: assigning users of the client and server machines to a hierarchy of audiences, wherein a given audience within the hierarchy has a 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; and during guided technical support sessions, selectively serving active content to users of the client machines and the server machines as a function of the audience assignments; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 3
Dependent Claim
19 words
The method as described in claim 1 wherein the active content is served in response to a search request.
Claim 4
Dependent Claim
50 words
The method as described in claim 2 wherein the active content is basic content that has been activated with an activator, the basic content selected from a content group consisting essentially of FAQ 2 , release notes, support notes and at least one URL to a Web technical support resource.
Claim 5
Dependent Claim
14 words
The method as described in claim 3 wherein the activator is a diagnostic map.
Claim 6
Dependent Claim
21 words
The method as described in claim 1 further including the step of segmenting an active content database into different viewable groups.
Claim 7
Dependent Claim
22 words
The method as described in claim 5 wherein support engineers located at the server machines are members of a highest level audience.
Claim 8
Dependent Claim
24 words
The method as described in claim 1 wherein the audience hierarchy includes a highest level, one or more intermediate levels, and a lowest level.
Claim 9
Dependent Claim
23 words
The method as described in claim 7 wherein given end users located at the client machines are members of an intermediate level audience.
Claim 10
Dependent Claim
26 words
The method as described in claim 8 wherein a remainder of the end users located at the client machines are members of a lowest level audience.
Claim 11
Dependent Claim
23 words
The method as described in claim 1 wherein the client machines are connectable to the one or more server machines via the Internet.
Claim 12
Independent Claim
164 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: segmenting an active content database; assigning users to a hierarchy of audiences, wherein a given audience within the hierarchy has a 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; associating given segments of the active content database with given audiences in the hierarchy; and during a guided technical support session initiated by a user, selectively serving active content to the user as a function of the audience to which the user has been assigned; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 13
Independent Claim
164 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: segmenting an active content database; assigning users to a hierarchy of audiences, wherein a given audience within the hierarchy has a 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; associating given segments of the active content database with given audiences in the hierarchy; and during a guided technical support session initiated by a user, selectively serving active content to the user as a function of the audience to which the user has been assigned; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 14
Dependent Claim
21 words
The method as described in claim 11 wherein the active content is basic content that has been activated with an activator.
Claim 15
Dependent Claim
37 words
The method as described in claim 12 wherein the basic content is content selected from a content group consisting essentially of FAQs, release notes, support notes and at least one URL to a Web technical support resource.
Claim 16
Dependent Claim
13 words
The method as described in claim 12 wherein the activator is a map.
Claim 17
Independent Claim
150 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: assigning a user of a client machine to a hierarchy of audiences, wherein a given audience within the hierarchy has a right to view active content written for that audience; in response to entry by the user of a problem, automatically generating a search string that, upon execution in a search engine, is expected to return relevant search results; and upon execution of the search string, returning relevant search results as a function of the user's audience assignment; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 18
Independent Claim
150 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: assigning a user of a client machine to a hierarchy of audiences, wherein a given audience within the hierarchy has a right to view active content written for that audience; in response to entry by the user of a problem, automatically generating a search string that, upon execution in a search engine, is expected to return relevant search results; and upon execution of the search string, returning relevant search results as a function of the user's audience assignment; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 19
Independent Claim
185 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: assigning users of the client and server machines to a hierarchy of audiences, wherein: a given audience within the hierarchy has a 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, and the audience hierarchy includes: a highest level including users of the server machines, one or more intermediate levels including users of the client machines, and a lowest level, including a remainder of users of the client machines; and during guided technical support sessions, selectively serving active content to users of the client machines and the server machines as a function of the audience assignments; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
Claim 20
Independent Claim
185 words
A method for automated technical support in a computer enterprise having a set of client machines connectable to a set of one or more server machines, comprising the steps of: assigning users of the client and server machines to a hierarchy of audiences, wherein: a given audience within the hierarchy has a 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, and the audience hierarchy includes: a highest level including users of the server machines, one or more intermediate levels including users of the client machines, and a lowest level, including a remainder of users of the client machines; and during guided technical support sessions, selectively serving active content to users of the client machines and the server machines as a function of the audience assignments; wherein the active content further comprises basic content and a diagnostic map, wherein the basic content is content selected from a plurality of content types, wherein the diagnostic map is configured to, upon execution, examine the client machine and capture diagnostic data.
References Cited (Backward Citations)
US5107500A
Cited
US5581664A
Cited
US5754766A
Cited
US5995956A
Cited
US5701399A
Cited
US6014651A
Cited
US6219719B1
Cited
US5787234A
Cited
US5664093A
Cited
US5918004A
Cited
US5678002A
Cited
US5941947A
Cited
US5994032A
Cited
US5992737A
Cited
US6041323A
Cited
US5742773A
Cited
US5983369A
Cited
US5790780A
Cited
US5926624A
Cited
US6205579B1
Cited
US5944839A
Cited
US5878415A
Cited
US6321348B1
Cited
US5983364A
Cited
US6026500A
Cited
US6195763B1
Cited
US6240420B1
Cited
US6230287B1
Cited
US5983234A
Cited
US5908383A
Cited
US6298457B1
Cited
US6170065B1
Cited
US6195426B1
Cited
US6195666B1
Cited
US6256620B1
Cited
US6145096A
Cited
US6237114B1
Cited
US6219667B1
Cited
US6279125B1
Cited
US6177932B1
Cited
US6170011B1
Cited
US6167395A
Cited
US6260048B1
Cited
US6185606B1
Cited
US6236989B1
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2006-03-31 | 2006-09-30 | 2007-04-01 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2010-03-31 | 2010-09-30 | 2011-04-01 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2014-03-31 | 2014-09-30 | 2015-04-01 | $7700.00 | Window Closed / Lapsed |