Knowledge base in virtual mobile management
US10310594B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 3, 2013 |
| Grant date | Jun 4, 2019 |
| Priority date | — |
| Expiry date | Jul 14, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L41/16
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.