Method and apparatus for facilitating customer service communica

Details Method and apparatus for facilitating customer service communica Method and apparatus for facilitating customer service communica

1996-02-15

1999-01-19

DeCady, Albert

39518322, G06F 1100

Patent

active

058623221

ABSTRACT:
A method and apparatus is provided for facilitating end user support communications in a computing environment, wherein a product request may be initiated, and forwarded to a product administrator for review and resolution. The product request may be either initiated by the end user, or may automatically be initiated by the end user's computer in response to a serious error. In the latter case, diagnostic information is automatically captured and included in the product request, so that the product administrator may know the state of the end user's machine when determining the cause of the problem. In one embodiment, if the product administrator is unable to resolve the problem, he may access a database maintained by the vendor of the software and/or forward the product request to the vendor for resolution.

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Douglas E. Comer "Internetworking with TCP/IP" vol. 1 Chapter 9,14. Published 1991.

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