User support system integrating FAQ and helpdesk features and FAQ maintenance capabilities
US8560948B2 · kind B2 · utility
Inventor
Key dates
| Filing date | Dec 11, 2008 |
| Grant date | Oct 15, 2013 |
| Priority date | — |
| Expiry date | Jan 1, 2032 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A user support system provides a user interface that integrates FAQ features and helpdesk features and a user support request handling interface that integrates user support request handing and FAQ database maintenance. The user interface screen allows a user to select one or more levels of categories of support topic, and displays a list of frequently asked questions (FAQ) based on the user-selected categories. Once the categories are selected, a message input window is displayed on the user interface screen to allow the user to send a support request to the support provider. The user support request handling interface allows a support staff to select from a database a template answer to the user's request; it also provides means for the support staff to directly edit the template answer in the database, add new questions and answers to the database, or assign a question to a category.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.