AU2002241770A1 - Method for implementing service desk capability - Google Patents

Method for implementing service desk capability

Info

Publication number
AU2002241770A1
AU2002241770A1 AU2002241770A AU4177002A AU2002241770A1 AU 2002241770 A1 AU2002241770 A1 AU 2002241770A1 AU 2002241770 A AU2002241770 A AU 2002241770A AU 4177002 A AU4177002 A AU 4177002A AU 2002241770 A1 AU2002241770 A1 AU 2002241770A1
Authority
AU
Australia
Prior art keywords
service desk
implementing service
capability
desk capability
implementing
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
AU2002241770A
Inventor
Samir Anand
John Brett
William D. Mcvicker
Stephen Nunn
Karen E. Riley
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Accenture Services Ltd
Accenture LLP
Original Assignee
Accenture Services Ltd
Accenture LLP
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Accenture Services Ltd, Accenture LLP filed Critical Accenture Services Ltd
Publication of AU2002241770A1 publication Critical patent/AU2002241770A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Marketing (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Strategic Management (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
AU2002241770A 2000-10-20 2001-10-19 Method for implementing service desk capability Abandoned AU2002241770A1 (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US24200700P 2000-10-20 2000-10-20
US60/242,007 2000-10-20
USNOTGIVEN 2000-11-08
PCT/US2001/051076 WO2002044867A2 (en) 2000-10-20 2001-10-19 Method for implementing service desk capability

Publications (1)

Publication Number Publication Date
AU2002241770A1 true AU2002241770A1 (en) 2002-06-11

Family

ID=22913095

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2002241770A Abandoned AU2002241770A1 (en) 2000-10-20 2001-10-19 Method for implementing service desk capability

Country Status (3)

Country Link
US (1) US20020123983A1 (en)
AU (1) AU2002241770A1 (en)
WO (1) WO2002044867A2 (en)

Families Citing this family (177)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP4185661B2 (en) * 2000-11-17 2008-11-26 キヤノン株式会社 Device management apparatus, device management program, recording medium storing device management program, and device management method
US6782388B2 (en) * 2000-12-29 2004-08-24 Bellsouth Intellectual Property Corporation Error usage investigation and disposal system
US6829611B2 (en) 2000-12-29 2004-12-07 Bellsouth Intellectual Property Corporation Data loader application
US6725229B2 (en) 2000-12-29 2004-04-20 Bellsouth Intellectual Property Corp. Configuration utility
US7568001B2 (en) * 2001-01-30 2009-07-28 Intervoice, Inc. Escalated handling of non-realtime communications
US7254641B2 (en) * 2001-01-30 2007-08-07 Intervoice, Inc. Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
US7464045B2 (en) * 2001-02-14 2008-12-09 The Workplace Helpline, Llc Method and apparatus for managing workplace services and products
JP2002297900A (en) * 2001-03-30 2002-10-11 Ibm Japan Ltd Control system for reception by businesses, user side terminal device, reception side terminal device, management server queue monitoring device, method of allocating reception side terminals, and storage medium
US8015042B2 (en) * 2001-04-02 2011-09-06 Verint Americas Inc. Methods for long-range contact center staff planning utilizing discrete event simulation
WO2002099598A2 (en) 2001-06-07 2002-12-12 First Usa Bank, N.A. System and method for rapid updating of credit information
JP2003108340A (en) * 2001-09-27 2003-04-11 Canon Inc Method, program and apparatus for print control
US7167893B1 (en) * 2001-10-03 2007-01-23 Bellsouth Intellectual Property Corp. Methods and systems for processing a plurality of errors
US20030105659A1 (en) * 2001-12-03 2003-06-05 Jonathan Eisenstein Transaction-based survey system
US20030140031A1 (en) 2001-12-18 2003-07-24 Shawn Thomas Method and system for improved help desk response
US7127441B2 (en) 2002-01-03 2006-10-24 Scott Abram Musman System and method for using agent-based distributed case-based reasoning to manage a computer network
US7299465B2 (en) * 2002-01-08 2007-11-20 International Business Machines Corporation Configurable application integrating service request and fulfillment process
US20100287458A1 (en) * 2002-02-01 2010-11-11 Providian Financial Corporation Method, system and computer program for furnishing information to customer representatives
US7941514B2 (en) * 2002-07-31 2011-05-10 Level 3 Communications, Llc Order entry system for telecommunications network service
US20040158762A1 (en) * 2002-09-23 2004-08-12 Abraham Richard J. Processes for determining nondiscriminatory access to a telecommunication network
US7395499B2 (en) * 2002-11-27 2008-07-01 Accenture Global Services Gmbh Enforcing template completion when publishing to a content management system
US7418403B2 (en) 2002-11-27 2008-08-26 Bt Group Plc Content feedback in a multiple-owner content management system
US8275811B2 (en) * 2002-11-27 2012-09-25 Accenture Global Services Limited Communicating solution information in a knowledge management system
US20040100493A1 (en) * 2002-11-27 2004-05-27 Reid Gregory S. Dynamically ordering solutions
US9396473B2 (en) * 2002-11-27 2016-07-19 Accenture Global Services Limited Searching within a contact center portal
US7769622B2 (en) * 2002-11-27 2010-08-03 Bt Group Plc System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator
US8572058B2 (en) * 2002-11-27 2013-10-29 Accenture Global Services Limited Presenting linked information in a CRM system
US7856454B2 (en) 2002-12-20 2010-12-21 Siebel Systems, Inc. Data model for business relationships
US8538840B2 (en) * 2002-12-20 2013-09-17 Siebel Systems, Inc. Financial services data model
US8098809B2 (en) * 2003-02-11 2012-01-17 Computer Associates Think, Inc. System and method for self-supporting applications
US7653930B2 (en) 2003-02-14 2010-01-26 Bea Systems, Inc. Method for role and resource policy management optimization
US6917975B2 (en) * 2003-02-14 2005-07-12 Bea Systems, Inc. Method for role and resource policy management
US8831966B2 (en) * 2003-02-14 2014-09-09 Oracle International Corporation Method for delegated administration
US7591000B2 (en) 2003-02-14 2009-09-15 Oracle International Corporation System and method for hierarchical role-based entitlements
US20040210454A1 (en) * 2003-02-26 2004-10-21 Coughlin Bruce M. System and method for providing technology data integration services
US8392298B2 (en) * 2003-03-04 2013-03-05 Siebel Systems, Inc. Invoice adjustment data object for a common data object format
US8473399B2 (en) * 2003-03-04 2013-06-25 Siebel Systems, Inc. Invoice data object for a common data object format
US7912932B2 (en) * 2003-03-24 2011-03-22 Siebel Systems, Inc. Service request common object
US8510179B2 (en) * 2003-03-24 2013-08-13 Siebel Systems, Inc. Inventory transaction common object
US9704120B2 (en) * 2003-03-24 2017-07-11 Oracle International Corporation Inventory balance common object
US20070208577A1 (en) * 2003-03-24 2007-09-06 Leon Maria T B Position common object
US7904340B2 (en) * 2003-03-24 2011-03-08 Siebel Systems, Inc. Methods and computer-readable medium for defining a product model
JP2006523353A (en) 2003-03-24 2006-10-12 シーベル システムズ,インコーポレイティド Common common object
US8489470B2 (en) * 2003-03-24 2013-07-16 Siebel Systems, Inc. Inventory location common object
US20040236216A1 (en) * 2003-04-15 2004-11-25 Manjeshwar Ravindra Mohan System and method for simulating imaging data
US7983735B2 (en) * 2003-04-15 2011-07-19 General Electric Company Simulation of nuclear medical imaging
US20040225604A1 (en) * 2003-04-29 2004-11-11 Foss Sheldon H. System for providing a checkless checking account
US20040243422A1 (en) * 2003-05-30 2004-12-02 Weber Goetz M. Event management
US20040249691A1 (en) * 2003-06-05 2004-12-09 Schell H. Mike Method, system and computer product for strategic priority order tracking
US8224683B2 (en) * 2003-07-08 2012-07-17 Hewlett-Packard Development Company, L.P. Information technology service request level of service monitor
US20050027816A1 (en) * 2003-07-29 2005-02-03 Olney Guy B. Information technology computing support quality management system model
US7596504B2 (en) * 2003-08-20 2009-09-29 International Business Machines Corporation Management of support center calls
US20050043979A1 (en) * 2003-08-22 2005-02-24 Thomas Soares Process for executing approval workflows and fulfillment workflows
US20050049911A1 (en) * 2003-08-29 2005-03-03 Accenture Global Services Gmbh. Transformation opportunity indicator
US7702532B2 (en) * 2003-12-12 2010-04-20 At&T Intellectual Property, I, L.P. Method, system and storage medium for utilizing training roadmaps in a call center
US20050137922A1 (en) * 2003-12-18 2005-06-23 International Business Machines Corporation Call center process
US7644163B2 (en) 2004-01-13 2010-01-05 Nokia Corporation Plug and play mobile services
US7774601B2 (en) * 2004-04-06 2010-08-10 Bea Systems, Inc. Method for delegated administration
US8112296B2 (en) * 2004-05-21 2012-02-07 Siebel Systems, Inc. Modeling of job profile data
US7865390B2 (en) * 2004-05-21 2011-01-04 Siebel Systems, Inc. Modeling of employee performance result data
US7469239B2 (en) 2004-06-21 2008-12-23 Musman Scott A System and method for using agent-based distributed reasoning to manage a computer network
CN101432767A (en) * 2004-06-28 2009-05-13 伊普拉斯资产公司 Method for a server-less office architecture
US7778398B2 (en) 2004-12-14 2010-08-17 At&T Intellectual Property I, L.P. Communication center application
US7734764B2 (en) * 2004-12-17 2010-06-08 General Electric Company Automated remote monitoring and diagnostics service method and system
US20060149612A1 (en) * 2005-01-06 2006-07-06 Engle James B Customer service reporting system
US20060248118A1 (en) * 2005-04-15 2006-11-02 International Business Machines Corporation System, method and program for determining compliance with a service level agreement
US8849685B2 (en) * 2005-04-29 2014-09-30 Tracy Denise Oden System for real-time on-demand provisioning, fulfilling, and delivering full service professional services
US8713033B1 (en) * 2005-05-04 2014-04-29 Sprint Communications Company L.P. Integrated monitoring in problem management in service desk
KR101031448B1 (en) * 2005-06-25 2011-04-26 인텔 코오퍼레이션 Apparatus, systems and methods to support service calls using legacy and remote control sensors of input/output module
CN101208683B (en) 2005-06-25 2016-05-18 英特尔公司 Support equipment, the system and method for service call
US20070021982A1 (en) * 2005-06-30 2007-01-25 Sun Shelly A Healthcare staffing system
US7711576B1 (en) * 2005-10-05 2010-05-04 Sprint Communications Company L.P. Indeterminate outcome management in problem management in service desk
WO2007112129A2 (en) * 2006-03-26 2007-10-04 Surabi Corporation Service promotion using encodable review codes
US20080052159A1 (en) * 2006-03-26 2008-02-28 Venkataraman Balakrishnan Service promotion using encodable review codes
US20070233600A1 (en) * 2006-04-03 2007-10-04 Computer Associates Think, Inc. Identity management maturity system and method
US7523082B2 (en) * 2006-05-08 2009-04-21 Aspect Software Inc Escalating online expert help
US8775225B2 (en) * 2006-08-18 2014-07-08 Service Bureau Intetel S.A. Telecom management service system
US20080065680A1 (en) * 2006-09-12 2008-03-13 Microsoft Corporation Change and release management system
US20080062885A1 (en) * 2006-09-12 2008-03-13 Microsoft Corporation Major problem review and trending system
US8826420B2 (en) * 2006-10-16 2014-09-02 International Business Machines Corporation Dynamic account provisions for service desk personnel
US8738703B2 (en) * 2006-10-17 2014-05-27 Citrix Systems, Inc. Systems and methods for providing online collaborative support
US7984007B2 (en) * 2007-01-03 2011-07-19 International Business Machines Corporation Proactive problem resolution system, method of proactive problem resolution and program product therefor
US8655623B2 (en) * 2007-02-13 2014-02-18 International Business Machines Corporation Diagnostic system and method
US8260622B2 (en) * 2007-02-13 2012-09-04 International Business Machines Corporation Compliant-based service level objectives
US8630402B1 (en) * 2007-04-12 2014-01-14 United Services Automobile Association (Usaa) System and method to provide a response to an inquiry
US10546272B2 (en) * 2007-05-08 2020-01-28 Metropolitan Life Insurance Co. System and method for workflow management
US7898394B2 (en) * 2007-05-10 2011-03-01 Red Hat, Inc. Systems and methods for community tagging
US8356048B2 (en) * 2007-05-31 2013-01-15 Red Hat, Inc. Systems and methods for improved forums
US8266127B2 (en) * 2007-05-31 2012-09-11 Red Hat, Inc. Systems and methods for directed forums
US7940677B2 (en) * 2007-06-05 2011-05-10 At&T Intellectual Property I, Lp Architecture for optical metro ethernet service level agreement (SLA) management
US7966319B2 (en) * 2007-06-07 2011-06-21 Red Hat, Inc. Systems and methods for a rating system
US20090043669A1 (en) * 2007-08-08 2009-02-12 Hibbets Jason S Systems and methods for collaborative federation of support
US20090043882A1 (en) * 2007-08-08 2009-02-12 Hibbets Jason S Systems and methods for consolidated service level agreements
US8037009B2 (en) * 2007-08-27 2011-10-11 Red Hat, Inc. Systems and methods for linking an issue with an entry in a knowledgebase
US8560369B2 (en) * 2007-11-01 2013-10-15 Red Hat, Inc. Systems and methods for technical support based on a flock structure
US10282701B2 (en) * 2007-11-20 2019-05-07 Red Hat, Inc. Web-based technical issue assignments based on technical support groups having handled a highest number of technical requests
US20090138510A1 (en) * 2007-11-28 2009-05-28 Childress Rhonda L Method and apparatus for associating help desk ticket with affected data processing system
US8799045B2 (en) * 2007-11-30 2014-08-05 Centurylink Intellectual Property Llc System and method for tracking communications within an organization
US9104988B2 (en) * 2007-12-04 2015-08-11 Verizon Patent And Licensing Inc. System and method for providing facilities management based on weather vulnerability
US20090222295A1 (en) * 2008-02-28 2009-09-03 Bea Systems, Inc. Method for managing an information technology service account
US8155996B1 (en) * 2008-03-06 2012-04-10 Sprint Communications Company L.P. System and method for customer care complexity model
US20090248452A1 (en) * 2008-03-27 2009-10-01 Guidewire Software, Inc. Method and Apparatus for Controlling Insurance Business Processes
JP5353063B2 (en) * 2008-05-30 2013-11-27 富士通株式会社 Coping knowledge generation program, coping knowledge generation device, and coping knowledge generation method
US20100042468A1 (en) * 2008-08-15 2010-02-18 International Business Machines Corporation Automatic survey request based on ticket escalation
US8332248B2 (en) * 2008-09-24 2012-12-11 At&T Intellectual Property Ii, Lp Method and system for automated center workflow
US8140441B2 (en) * 2008-10-20 2012-03-20 International Business Machines Corporation Workflow management in a global support organization
US20100161539A1 (en) * 2008-12-18 2010-06-24 Verizon Data Services India Private Ltd. System and method for analyzing tickets
US20100268672A1 (en) * 2009-04-21 2010-10-21 International Business Machines Corporation Action manager for system management systems
US8983969B2 (en) * 2009-07-16 2015-03-17 International Business Machines Corporation Dynamically compiling a list of solution documents for information technology queries
US20110137771A1 (en) * 2009-12-04 2011-06-09 Guidewire Software, Inc. Method and Apparatus Pertaining to Provision and Use of a Unified Account Current and Statement Billing Workflow
US20110137707A1 (en) * 2009-12-08 2011-06-09 Richey International, Ltd. Customer experience improvement system and method
US20110251867A1 (en) * 2010-04-09 2011-10-13 Infosys Technologies Limited Method and system for integrated operations and service support
US8407520B2 (en) 2010-04-23 2013-03-26 Ebay Inc. System and method for definition, creation, management, transmission, and monitoring of errors in SOA environment
US20110314440A1 (en) * 2010-06-18 2011-12-22 Infosys Technologies Limited Method and system for determining productivity of a team associated with maintenance and production support of software
US8856132B2 (en) * 2010-06-24 2014-10-07 Infosys Limited Tips management system and process for managing organization-wide knowledge tips
US20120042318A1 (en) * 2010-08-10 2012-02-16 International Business Machines Corporation Automatic planning of service requests
US20120072358A1 (en) * 2010-09-16 2012-03-22 Cisco Technology, Inc. Customer care replies on social media
US20120072229A1 (en) * 2010-09-21 2012-03-22 Hartford Fire Insurance Company Communication, processing, and display of service desk critical issue data
US8462922B2 (en) * 2010-09-21 2013-06-11 Hartford Fire Insurance Company Storage, processing, and display of service desk performance metrics
US20120136810A1 (en) * 2010-11-30 2012-05-31 Ranvir Singh Systems and methods for locally outsourcing work
US20140195288A1 (en) * 2010-11-30 2014-07-10 Ranvir Singh Systems and methods for locally outsourcing work
US20120284073A1 (en) * 2011-05-03 2012-11-08 International Business Machines Corporation Optimized collaboration between distributed centers of global service delivery systems
US20130110568A1 (en) * 2011-11-02 2013-05-02 International Business Machines Corporation Assigning work orders with conflicting evidences in services
US9495666B2 (en) * 2011-12-15 2016-11-15 Accenture Global Services Limited End-user portal system for remote technical support
US9106516B1 (en) * 2012-04-04 2015-08-11 Cisco Technology, Inc. Routing and analyzing business-to-business service requests
US10528914B2 (en) * 2012-04-27 2020-01-07 Benbria Corporation System and method for rule-based information routing and participation
US20130290213A1 (en) * 2012-04-30 2013-10-31 Hotel DNA System and method for managing events for a facility
US9495062B1 (en) * 2012-06-28 2016-11-15 ITinvolve, Inc. Systems and methods for it services and social knowledge management using perspectives
US9183564B2 (en) * 2012-06-29 2015-11-10 Yahoo! Inc. Framework for marketplace analysis
US20140207504A1 (en) * 2013-01-21 2014-07-24 International Business Machines Corporation System and method of calculating task efforts and applying the results for resource planning
US20140304608A1 (en) * 2013-04-04 2014-10-09 Westergaard Management A/S Method of Operating a Service Provider Management System
US20140344006A1 (en) * 2013-05-15 2014-11-20 International Business Machines Corporation Analytics based service catalog management
US20150186830A1 (en) * 2014-01-01 2015-07-02 Bank Of America Corporation Service tracking analytics
US20150213394A1 (en) * 2014-01-29 2015-07-30 Bank Of America Corporation Client request fulfillment using a case management tool
US10565539B2 (en) 2014-11-07 2020-02-18 International Business Machines Corporation Applying area of focus to workflow automation and measuring impact of shifting focus on metrics
US10475043B2 (en) * 2015-01-28 2019-11-12 Intuit Inc. Method and system for pro-active detection and correction of low quality questions in a question and answer based customer support system
US10083213B1 (en) 2015-04-27 2018-09-25 Intuit Inc. Method and system for routing a question based on analysis of the question content and predicted user satisfaction with answer content before the answer content is generated
US10755294B1 (en) 2015-04-28 2020-08-25 Intuit Inc. Method and system for increasing use of mobile devices to provide answer content in a question and answer based customer support system
US10134050B1 (en) 2015-04-29 2018-11-20 Intuit Inc. Method and system for facilitating the production of answer content from a mobile device for a question and answer based customer support system
US10447777B1 (en) 2015-06-30 2019-10-15 Intuit Inc. Method and system for providing a dynamically updated expertise and context based peer-to-peer customer support system within a software application
US10147037B1 (en) 2015-07-28 2018-12-04 Intuit Inc. Method and system for determining a level of popularity of submission content, prior to publicizing the submission content with a question and answer support system
US10475044B1 (en) 2015-07-29 2019-11-12 Intuit Inc. Method and system for question prioritization based on analysis of the question content and predicted asker engagement before answer content is generated
US10268956B2 (en) 2015-07-31 2019-04-23 Intuit Inc. Method and system for applying probabilistic topic models to content in a tax environment to improve user satisfaction with a question and answer customer support system
US10796264B2 (en) * 2015-09-08 2020-10-06 International Business Machines Corporation Risk assessment in online collaborative environments
EP3350755A1 (en) * 2015-09-16 2018-07-25 Computacenter UK Ltd. System and method for management of operational incidents by a facility support service
US11915178B2 (en) * 2015-09-22 2024-02-27 Nmetric, Llc Cascading notification system
US10394804B1 (en) 2015-10-08 2019-08-27 Intuit Inc. Method and system for increasing internet traffic to a question and answer customer support system
US10242093B2 (en) 2015-10-29 2019-03-26 Intuit Inc. Method and system for performing a probabilistic topic analysis of search queries for a customer support system
US10193843B2 (en) 2015-12-08 2019-01-29 Samsung Electronics Co., Ltd. Computing system with conversation modeling mechanism and method of operation thereof
US10599699B1 (en) 2016-04-08 2020-03-24 Intuit, Inc. Processing unstructured voice of customer feedback for improving content rankings in customer support systems
US11032220B2 (en) * 2016-06-24 2021-06-08 Airwatch Llc Architecture for performing actions in a third-party service by an email client
US10162734B1 (en) 2016-07-20 2018-12-25 Intuit Inc. Method and system for crowdsourcing software quality testing and error detection in a tax return preparation system
US10460398B1 (en) 2016-07-27 2019-10-29 Intuit Inc. Method and system for crowdsourcing the detection of usability issues in a tax return preparation system
US10467541B2 (en) 2016-07-27 2019-11-05 Intuit Inc. Method and system for improving content searching in a question and answer customer support system by using a crowd-machine learning hybrid predictive model
US20180033017A1 (en) * 2016-07-29 2018-02-01 Ramesh Gopalakrishnan IYER Cognitive technical assistance centre agent
US10445332B2 (en) 2016-09-28 2019-10-15 Intuit Inc. Method and system for providing domain-specific incremental search results with a customer self-service system for a financial management system
US10484324B2 (en) 2016-10-02 2019-11-19 Vmware, Inc. Hero cards that display contextual information and actions for backend systems
US10572954B2 (en) 2016-10-14 2020-02-25 Intuit Inc. Method and system for searching for and navigating to user content and other user experience pages in a financial management system with a customer self-service system for the financial management system
US10733677B2 (en) 2016-10-18 2020-08-04 Intuit Inc. Method and system for providing domain-specific and dynamic type ahead suggestions for search query terms with a customer self-service system for a tax return preparation system
US10552843B1 (en) 2016-12-05 2020-02-04 Intuit Inc. Method and system for improving search results by recency boosting customer support content for a customer self-help system associated with one or more financial management systems
US9998596B1 (en) 2016-12-12 2018-06-12 At&T Intellectual Property I, L.P. Call volume reduction based upon a propensity to call in connection with a reason code
US10379929B2 (en) * 2016-12-19 2019-08-13 Microsoft Technology Licensing, Llc Enhanced diagnostic and remediation system
US10748157B1 (en) 2017-01-12 2020-08-18 Intuit Inc. Method and system for determining levels of search sophistication for users of a customer self-help system to personalize a content search user experience provided to the users and to increase a likelihood of user satisfaction with the search experience
US20180253487A1 (en) * 2017-03-06 2018-09-06 International Business Machines Corporation Processing a help desk ticket
US11340961B2 (en) 2017-03-23 2022-05-24 Airwatch Llc Dynamically integrating a client application with third-party services
US10922367B2 (en) 2017-07-14 2021-02-16 Intuit Inc. Method and system for providing real time search preview personalization in data management systems
US11093951B1 (en) 2017-09-25 2021-08-17 Intuit Inc. System and method for responding to search queries using customer self-help systems associated with a plurality of data management systems
JP7007562B2 (en) * 2017-09-29 2022-01-24 富士通株式会社 Information processing program, information processing device and information processing method
CN108108900A (en) * 2017-12-22 2018-06-01 中山市榄商置业发展有限公司 A kind of customer service system based on information technology
US11436642B1 (en) 2018-01-29 2022-09-06 Intuit Inc. Method and system for generating real-time personalized advertisements in data management self-help systems
US20190287045A1 (en) * 2018-03-17 2019-09-19 Continental Casualty Company System for load balancing using dynamic deviation of acceptable load
US11269665B1 (en) 2018-03-28 2022-03-08 Intuit Inc. Method and system for user experience personalization in data management systems using machine learning
US10824995B2 (en) * 2018-05-03 2020-11-03 International Business Machines Corporation Communication enrichment recommendation
US10764440B2 (en) * 2018-12-21 2020-09-01 Nextiva, Inc. System and method of real-time wiki knowledge resources
TR201907757A2 (en) * 2019-05-22 2019-06-21 Turkcell Technology Research And Development Co INTELLIGENT JOB ASSIGNMENT SYSTEM
US11362912B2 (en) * 2019-11-01 2022-06-14 Cywest Communications, Inc. Support ticket platform for improving network infrastructures
US11694289B2 (en) * 2020-06-30 2023-07-04 Cerner Innovation, Inc. System and method for conversion achievement
WO2023130099A1 (en) * 2021-12-30 2023-07-06 Gig Forces, Inc. DBA onDiem Staffing platform with opportunistic utilization of regional labor burden differences

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6859783B2 (en) * 1995-12-29 2005-02-22 Worldcom, Inc. Integrated interface for web based customer care and trouble management
US6219648B1 (en) * 1997-03-31 2001-04-17 Sbc Technology Resources, Inc. Apparatus and method for monitoring progress of customer generated trouble tickets
US6177932B1 (en) * 1998-08-21 2001-01-23 Kana Communications, Inc. Method and apparatus for network based customer service
US6728748B1 (en) * 1998-12-01 2004-04-27 Network Appliance, Inc. Method and apparatus for policy based class of service and adaptive service level management within the context of an internet and intranet
US6546017B1 (en) * 1999-03-05 2003-04-08 Cisco Technology, Inc. Technique for supporting tiers of traffic priority levels in a packet-switched network
AU2001241510A1 (en) * 2000-02-16 2001-08-27 Askit Systems Inc. Customer service system and method
US20040136379A1 (en) * 2001-03-13 2004-07-15 Liao Raymond R Method and apparatus for allocation of resources
US20030126001A1 (en) * 2001-12-28 2003-07-03 Margo Northcutt Process for managing requests for work within an organization through a centralized workflow management system

Also Published As

Publication number Publication date
WO2002044867A2 (en) 2002-06-06
US20020123983A1 (en) 2002-09-05
WO2002044867A3 (en) 2002-12-27

Similar Documents

Publication Publication Date Title
AU2002241770A1 (en) Method for implementing service desk capability
AU2001289444A1 (en) Service interaction
AU2001275112A1 (en) Systems and methods for application service provision
AU2651701A (en) Method for introducing additives
AU2002213314A1 (en) Improved full service trade system
AU2001261566A1 (en) Well service composition and method
AU2001264184A1 (en) An invaginator apparatus
AU2001241903A1 (en) Snow-gliding apparatus
AU2001228700A1 (en) Information Service
AU2001271023A1 (en) Service processing system
AU2002212018A1 (en) Service enabling technology
AUPR082200A0 (en) An apparatus
AU2001279850A1 (en) Method and arrangement for studsystem
AU2002220721A1 (en) Service unit
AU2001278741A1 (en) Printing service providing method
AU2001220281A1 (en) Rollerboard for road-skiing
AU2001231688A1 (en) Provision of location service apparatus
AU2001290313A1 (en) Service providing method
AU3065101A (en) Location service for the internet
AU2001237530A1 (en) Method
AU2001234042A1 (en) Support network
AU2002211162A1 (en) Switching apparatus
AU2001241636A1 (en) Halotherapy method
AU2001277507A1 (en) Mailer - postal service interfaces
AU2001245513A1 (en) Method for immune switching