Dynamic online presentation of solutions based on customer symptoms

Patent metadata

Field	Value
Publication number	US-9075802-B2
Application number	US-20492808-A
Country	US
Kind code	B2
Filing date	Sep 5, 2008
Priority date	Sep 5, 2008
Publication date	Jul 7, 2015
Grant date	Jul 7, 2015

Abstract

A knowledge management system is disclosed providing the ability to use an issue's symptoms as search criteria for potential solutions within a solution network. User, system, and diagnostics information is received by the solution network. Symptoms of the issue are provided, which are then used with the user, system, diagnostics, and additional information to search the solution network for potential solutions.

First claim

What is claimed is:

1. A computer-implementable method for providing potential solutions within a solution network, comprising:
authoring a potential solution to an issue having an associated symptom;
storing the potential solution in a solution repository;
indexing the potential solution to the associated symptom;
receiving a symptom of an issue;
receiving user information, system information, and diagnostics information generated by on-the-box (OTB) diagnostics running on an information handling system of a user;
receiving information relating to previously submitted user information, system information and diagnostics information and issue symptoms;
searching the solution network based upon the received symptom as well as the user information, system information, and diagnostics information, the searching including accessing the solution repository; and,
filtering potential solutions based upon the previously submitted user information, system information and diagnostics information and issue symptoms to determine whether a solution was previously provided to the user; and wherein
a plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling the user to pick and choose particular symptoms.

2. The method of claim 1 , further comprising:
providing results of a search, the results comprising a potential solution indexed to the received symptom.

3. The method of claim 1 , wherein the received symptom is generated in response to user input.

4. The method of claim 3 , wherein the user input is guided by business rules.

5. The method of claim 3 , wherein the user input is guided by a wizard.

6. The method of claim 3 , wherein the user input comprises a symptom selected from the plurality of symptoms presented to the user.

7. The method of claim 3 , wherein the user input comprises search words.

8. The method of claim 3 , wherein the user input comprises natural language.

9. The method of claim 1 , wherein the search comprises a natural language search query.

10. A non-transitory computer readable medium embodying computer program code, the computer program code comprising computer executable instructions configured for:
authoring a potential solution to an issue having an associated symptom;
storing the potential solution in a solution repository;
indexing the potential solution to the associated symptom;
receiving a symptom of an issue;
receiving user information, system information, and diagnostics information generated by on-the-box (OTB) diagnostics running on an information handling system of a user;
receiving information relating to previously submitted user information, system information and diagnostics information and issue symptoms;
searching the solution network based upon the received symptom as well as the user information, system information, and diagnostics information, the searching including accessing the solution repository; and,
filtering potential solutions based upon the previously submitted user information, system information and diagnostics information and issue symptoms to determine whether a solution was previously provided to the user; and wherein
a plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling the user to pick and choose particular symptoms.

11. The non-transitory, computer-readable storage medium of claim 10 , wherein the computer executable instructions further comprise computer executable instructions configured for:
providing results of a search, the results comprising a potential solution indexed to the received symptom.

12. The non-transitory, computer-readable storage medium of claim 10 , wherein the received symptom is generated in response to user input.

13. The non-transitory, computer-readable storage medium of claim 12 , wherein the user input is guided by business rules.

14. The non-transitory, computer-readable storage medium of claim 12 , wherein the user input is guided by a wizard.

15. The non-transitory, computer-readable storage medium of claim 12 , wherein the user input comprises a symptom selected from the plurality of symptoms presented to the user.

16. The non-transitory, computer-readable storage medium of claim 12 , wherein the user input comprises search words.

17. The non-transitory, computer-readable storage medium of claim 12 , wherein the user input comprises natural language.

18. The non-transitory, computer-readable storage medium of claim 10 , wherein the search comprises a natural language search query.

19. A system for providing potential solutions within a solution network executing on at least one information handling system, comprising:
a potential solution, the potential solution authored for an issue having an associated symptom;
a solution repository, the potential solution stored in the solution repository, the solution repository being stored within a storage device of the at least one information handling system;
an potential solution index, the potential solution indexed to the associated symptom;
a received symptom of an issue;
user information, system information, and diagnostics information generated by on-the-box (OTB) diagnostics running on an information handling system of a user;
previously submitted user information, system information and diagnostics information and issue symptoms;
a search of the solution network, the search based upon the received symptom as well as the user information, system information, and diagnostics information, the searching including accessing the solution repository; and,
a potential solutions filter, the possible solutions filter filtering potential solutions based
upon the previously submitted user information, system information and diagnostics information and issue symptoms to determine whether a solution was previously provided to the user; and wherein
a plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling the user to pick and choose particular symptoms.

20. The system of claim 19 , further comprising:
results of a search, the results of the search available to be provided and comprising a potential solution indexed to the received symptom.

21. The system of claim 19 , wherein the received symptom is generated in response to user input.

22. The system of claim 21 , wherein the user input is guided by business rules.

23. The system of claim 21 , wherein the user input is guided by a wizard.

24. The system of claim 21 , wherein the user input comprises a symptom selected from the plurality of symptoms presented to the user.

25. The system of claim 21 , wherein the user input comprises search words.

26. The system of claim 21 , wherein the user input comprises natural language.

27. The system of claim 19 , wherein the search comprises a natural language search query.

Assignees

• Davis Natalie Malaszenko
• Erway Eric Jason
• Dell Products Lp

Inventors

• Davis Natalie Malaszenko
• Erway Eric Jason

Classifications

• G06F16/93 Primary

  Document management systems · CPC title

• G06F17/30011 Primary

  Physics · mapped topic