CA2324755A1 - A system and method for managing help desk calls - Google Patents
A system and method for managing help desk calls Download PDFInfo
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Abstract
A Help Desk tracking method and system tracking problem reports and providing solutions to reported problems. The system includes a primary database, a Problem Record Database for maintaining all the incoming Problem Reports (PRs) from customers. The Problem Records are analyzed in turn, and linked entries are made in a secondary database, the Reference Library Database, with any identified solutions being maintained in a Solutions Database, also included in the Reference Library Database. Each resulting solution can be sent back to the requesting customer via e-mail, through any wireless device or, simply stored in the Reference Library Database as a reference for the appropriate Customer Service Representative (CSR) to report the solution. With each new solution, the Reference Library Database evolves into a Knowledge Management system that may also be used to train Customer Service Representatives. Further, the date and time stamp of each of the Problem Records is verified periodically, to insure that links are no more than one week old. Thus, problems and respective matched solutions are not allowed to become stale.
Description
A SYSTEM AND METHOD FOR MANAGING HELP DESK CALLS
BACKGROUND OF THE INVENTION
Field of the Invention The present invention is related to Knowledge Management and more particularly to tracking and management of problems reported to a customer service organization such as a Help Desk.
Background Description Corporations maintain customer service organizations to address customer problems with products to insure customer product satisfaction. Typically customers are given a number to call or an e-mail address to contact should they have questions or encounter problems with products. The customers' contact is known, generally, as the "Help Desk." A typical Help Desk may receive thousands of product queries daily, often reporting product problems.
As each problem is reported, it is assigned a problem report reference number.
the reference number is useful for tracking progress towards problem resolution, both by customers and by the customer service organization. Once a problem is reported and a Problem Record reference number is reported, one or more Customer Service Representatives) (CSRs) is/are assigned the responsibility of finding a solution to the particular problem.
Often several different customers encounter identical problems. Unless every CSR is aware of prior solutions, the same solution may need to be rediscovered each time a problem is encountered. Thus, problem history and corresponding solutions are made available to CSRs.
2o However, with the large volume of problem reports having each CSR treat each problem individually quickly becomes an impossible situation. Sifting and collating problem reports to reduce the number of reported problems to a more manageable number of related problems is a daunting task. This problem is further exacerbated by adding problem reports as the information is sifted. Furthermore, technology is changing so rapidly today with new or improved solutions being found that problem reports may become stale within a week and associated resolutions obsolete.
Thus, there is a need for improved methods ofproblem tracking and Help Desk management.
Summary of the Invention It is a purpose of the invention to improve problem report response time;
It is another purpose of the invention to provide a method and system for improved product problem tracking and solving.
The present invention is a Help Desk tracking method and system tracking problem reports to and providing solutions to reported problems. The system includes a primary database, a Problem Record Database for maintaining all the incoming Problem Reports (PRs) from customers. The Problem Records are analyzed in turn, and linked entries are made in a secondary database, the Reference Library Database, with any identified solutions being maintained in a Solutions Database, also included in the Reference Library Database. Each resulting solution can be sent back to the 15 requesting customer via e-mail, through any wireless device or, simply stored in the Reference Library Database as a reference for the appropriate Customer Service Representative (CSR) to report the solution. With each new solution, the Reference Library Database evolves into a Knowledge Management system that may also be used to train Customer Service Representatives. Further, the date and time stamp of each of the Problem Records is verified periodically, to insure that links are 2o no more than one week old. Thus, problems and respective matched solutions are not allowed to become stale.
BRIEF DESCRIPTION OF THE DRAWINGS
Figure 1 shows a flow diagram for analyzing reported problems according to the preferred embodiment of the present invention;
Figure 2 is an example of the data structure for Problem Records in the Problem Record Database;
Figure 3 is an example of the data structure for Problem Records stored with links to related Problem Records in the Reference Library Database;
Figure 4 is an example of the data structure for Internet References stored in the Reference Library Database;
Figure 5 is an example of the data structure for identified solutions records stored in the Solutions Database;
Figure 6 is an example showing the relationship between records in the Problem Report 1o Database, Reference Library Database and Solutions Database;
Figures 7A-B is a detailed flowchart showing the steps in managing Problem Records according to the preferred embodiment of the present invention;
Figure 8 shows how problem areas are refined;
Figure 9 shows how Problem Reports are tracked after entries have been made in the Problem Report Database and Reference Library Database;
Figure 10 is an example of the structure of a solution sent to the Customer identified in the Problem Record.
Detailed Description of a Preferred Embodiment of the Invention Turning now to the drawings and more particularly Figure 1 shows a flow diagram for analyzing reported problems according to the preferred embodiment of the present invention.
Customers 100 report problems to the Help Desk by an appropriate medium such as by phone or over network, e.g., by using e-mail over what is known as the Internet 102.
Problem reports are entered in a Problem Record Database 104, which includes a table 106 of reported Problem Records (PRs). A search agent 108 analyzes each problem sifting through a secondary Reference Library Database 110 and over the Internet to find similar problems. Links of the search results to other problems that have previously been resolved in the Reference Library Database 110, which also contains links to all related previously identified solutions in a Solutions Database (not shown). The Reference Library Database 110 may be located either or both internally on a corporate intranet and externally on the Internet. An agent 112 generates a solution report for the corresponding customer and for any assigned Customer Service Representative (CSR). Typically, the report may be sent to the appropriate parties by e-mail.
Figure 2 is an example of the preferred Problem Record data structure 120 maintained in the Problem Record Database 104. In this example, each Problem Record 120 includes one or more problem related fields 120PR, one or more customer identification fields 124C, at least one product field 120P and one or more solution fields 1205. The problem related fields 120PR may include an unique ID field (Problem Record Unique ID) and a problem description field (Problem Description) for a description of the problem. Also, identified problem areas are included in another problem related field (Problem areas) and the time and date are included in yet another problem related field (Problem Area Date/Time Stamp). Customer identification fields may include name (Name of customer), e-mail address (Email Address of customer) and telephone number (Telephone of customer). The customer identification fields 120C may also include the time (Date Time Stamp) that the report was made by the customer. The product field identifies the product (Product Name) subj ect to the Problem Record. The solution fields 1205 may include a flag (Solution Found Flag) for indicating when the problem has been solved and another flag (Email send to Customer Flag) indicating whether the reporting customer has been notified of the solution.
Figure 3 is an example of the preferred data structure for related problem records 122, wherein an original Problem Record 122PR is linked only to related problem records 122LPR and stored in the Reference Library Database 110. In this example, each entry 122 first includes the identification 122PR of the problem record (Unique Identification Number) 120 in the Problem Record Database 104. Also, each entry 122 includes fields 122LPR for links to one or more related problems, e.g., Related Problem Record unique id 1, Related Problem Record unique id2, Related Problem Record unique id3, etc. Each related problem link includes a field (Date Time Stamp) corresponding to the time at which the Problem Record link was included in the linked Problem Records 122LPR, i.e., the linked Problem Record description (120) has a selected degree of commonality with the original Problem Record 122PR.
Figure 4 is an example of the preferred data structure wherein an original problem record 124PR is linked only to Uniform Resource Locators (URLs) or web locations 124LURL and stored in the Reference Library Database 110. In this example, again, each entry 124 includes the identification 124PR of the uniquely identified Problem Record (Unique Identification Number) 120 in the Problem Record Database 104. However, after identifying potential problem solution Internet locations, links 124LURL are included for each identified potential solution, e.g., HTTP addressl with related solution, HTTP address2 with related solution, HTTP address3 with related solution, 1o etc. Each Internet link 124LURL entry includes a field (Date Time Stamp) identifying the time at which the corresponding URL was identified.
Figure 5 is an example of the preferred solutions record data structure 126 stored in the Solutions Database. For each resolved problem in this example, each Problem Record is identified by its unique ID (Problem Record Unique ID) which is linked with one or more identified solutions, e.g., Solutionl, Solution2, etc. Each identified solution includes a field (Date-Time Stamp) indicating its age.
The above record structures 120, 122, 124 and 126 are provided for example only and not intended as a limitation. Fields may be deleted or, additional fields may be included without departing from the spirit or scope of the invention.
2o Figure 6 shows an example of the relationship between records 120, 122, 124 and 126 in the Problem Record Database 104, Reference Library Database 110 and Solutions Database 130. In this example, records 120 for eight Problem Records (PR1-8) are shown in the Problem Record Database 104. Problem areas 132, 134, 136 and 138 are shown for four problems, PR1, PR2, PR3 and PRS, respectively, and associated therewith as represented by arrows 140. The Solution Found Flag is represented as being set for three problems PRI, PRS and PR8 to indicate that solutions have been identified for those three problems. As each of the eight Problem Records PR1-8 is received and processed according to the preferred embodiment, corresponding entries are been made in the Reference Library Database 110, as represented by arrows 142.
So, in this example PR4, which is new, has not been processed and, therefore, does not have a corresponding entry in the Reference Library Database 110. Two Problem Records PR6, 7 have no related previously recorded problems. Potential solutions locations have been identified for PR 1 and, accordingly, the corresponding record has a structure 124 wherein only URL locations are included. One Problem Record PRS is related only to other Problems (PR8) and has the structure l0 122 wherein only related Problem Records are included. The remaining Problem Records PR1, 2, 3 and 8 have both related Problem Records and URLs identified and, so, are hybrids of the two structures 122, 126. Solutions Database 130 includes records 126 for solutions identified in this example for three problems, PR 1, PRS and PRB. The identity and location of these entries PR 1, PRS
and PR8 are e-mailed to the customer.
Figures 7A-B is a detailed flowchart 150 showing the steps in managing problem reports according to the preferred embodiment of the present invention. First, in step 152 as a problem is reported, a Problem Record is generated and Product records are categorized by product. Initially, every Problem Record is assigned to potentially related, but relatively broad problem areas that are selected by the customer reporting the problem. In step 154, the Problem Record is entered into the 2o Problem Record Database 104, with both a time/date stamp and an unique original Problem Record ID being attached as it is entered into the Problem Record Database 104.
Additionally, when the record is stored in the Problem Record Database 104, these problem areas may be further refined to result in a more detailed internal translation table build. In step 156, the agent 108 scans all existing reported problems to determine, if each problem has been previously been assigned as an entry in the Reference Library Database 110. If it has, then in step 158 the agent updates the appropriate reference links in the Reference Library Database 110, i.e., adding problem areas from a newly entered Problem Record, refining previously attributed problem areas or including hypertext links to newly identified URLs.
However, if an entry for a particular Problem Record has not been placed in the Reference Library Database 110, then, in step 160 the agent 108 begins searching to find all previous record entries with similar problem descriptions and their corresponding solutions.
So, first, the problem areas are retrieved from the Reference Library Database 110 and compared with the problem area for the unentered records. The more detailed or precise the problem area, the easier and quicker it will be to match previously identified solutions with new Problem Records. The agent also searches selected web pages over the Internet for links to any related URLs that could possibly be describing l0 similar problems. In step 162 if the comparison results in a number of matches exceeds a selected threshold percentage; then, in step 164 any identified links are tagged to the unique identifier of the original Problem Record stored in the Reference Library Database 110. Also in step 164, the Solutions database 130 is checked for any preexisting solution for the identified link (based on its Problem Record Unique ID). If an entry is found in the Solutions database then the solution description is provided in a Report to Customer in step 174. In step 166 the Product Record Database 104 is checked for any remaining Problem Records that do not have corresponding entries in the Reference Library Database 110 and, if another unentered Problem Record is found, returning to step 160, problem areas are compared for matches.
If it is determined in step 166 that each Problem Record has a corresponding entry in the 2o Reference Library Database 110; then, in step 168 of Figure 7B, web pages previously identified as being related problem areas are checked for previously solved problems matching individual Reference Library Database 110 entries. If solutions are not found in step 168, then in step 170, the Reference Library Database 110 is checked to determine if all of the corresponding linked URLs have been checked in step 170. Should some web pages remain unchecked, then returning to step 168, the search for solutions continues. Once one or more matching web pages are identified as having solutions, a hypertext link to the identified URLs is associated with the corresponding unique ID and copied to the Reference Library Database 110 in step 172. If in step 170 all of the link entries have been compared then, in step 174 a report is generated that includes all of the compiled links are stored in a report and the report is sent to the customer. The final customer report includes of all links stored in the reference database and any solutions identified in step 164 from the Solutions database.
Figure 8 shows how problem areas are refined in step 154. Using internal mapping each initially identified problem area is identified as a high level problem area in a High Level Problem Areas Table 180. Differences in problem areas are identified and problem areas are re-mapped to further refine them in an Internal Mapping Table 182. Finally, the refined problem areas are reordered and stored in a table 184 in the Problem Record Database 104 and made available for selection when the next customer reports a problem. These granular refined problem area facilitate matching newly reported problems with problem area that have previously identified solutions and make problem resolution faster and easier. Preferably, the refined problem areas are also date and time stamped. To keep problem areas in all Problem Records current, periodically, the identified problem areas are checked in each of the problem reports and as the problem area mapping tables changes updated with current problem areas. This periodic updates also ensures that new problem are being identified with the closest problem area to provide accurate linkage of related problems and Internet sites.
Figure 9 shows how Problem Reports are tracked after entries have been made in the Problem 2o Report Database 104 and the Reference Library Database 110. As time passes, each Problem Record is checked in step 190 to determine whether a Customer Service Representative has found a solution.
If not, then in step 192 the Problem Record remains open. However, if a solution has been identified, then, in step 194 the Solution Found Flag is set to indicate YES
in the Problem Record and the solution is entered in the Solutions Database 130 along with the unique identifier of the problem record.
When in step 194 the Solution Found Flag is set, a report 200 having a structure as in the example of Figure 10 is sent to the customer identified in the Problem Record.
The report 200 includes Problem Record identification information including the customer's name (Customer Name), a description of the problem (Problem description), identified refined problem areas (Problem Areas) and a contact telephone number (Customer Service Help Phonenumber) as well as solution specific information. The solution specific information may include a description of matched related problems (Problem description ofmatched PR1-3) with corresponding solutions to those problems (Solution of the PR1-3). Also, links to related URLs (HTTP
addressl-3 with related solution) may be included with corresponding date/time stamps (Date Time Stamp).
to Thus, according to the preferred embodiment Help Desk, a primary database, the Problem Record Database maintains records of all active problem reports. The Problem Records are analyzed to generate linked entries in a secondary database, the Reference Library Database. Identified solutions are maintained in a Solutions Database, also included in the Reference Library Database.
The resulting solution can be sent back to the requesting customer via e-mail, through any wireless device or, simply stored in the Reference Library Database as a reference for the appropriate Customer Service Representative to report the solution to the customer. With each new solution, the Reference Library Database evolves into a Knowledge Management system that may also be used to train Customer Service Representatives. Further, the date and time stamp of each of the Problem Records is verified periodically, insuring that no link is more than one week old. Thus, problems and respective matched solutions are not allowed to become stale.
While the invention has been described in terms of preferred embodiments, those skilled in the art will recognize that the invention can be practiced with modification within the spirit and scope of the appended claims.
BACKGROUND OF THE INVENTION
Field of the Invention The present invention is related to Knowledge Management and more particularly to tracking and management of problems reported to a customer service organization such as a Help Desk.
Background Description Corporations maintain customer service organizations to address customer problems with products to insure customer product satisfaction. Typically customers are given a number to call or an e-mail address to contact should they have questions or encounter problems with products. The customers' contact is known, generally, as the "Help Desk." A typical Help Desk may receive thousands of product queries daily, often reporting product problems.
As each problem is reported, it is assigned a problem report reference number.
the reference number is useful for tracking progress towards problem resolution, both by customers and by the customer service organization. Once a problem is reported and a Problem Record reference number is reported, one or more Customer Service Representatives) (CSRs) is/are assigned the responsibility of finding a solution to the particular problem.
Often several different customers encounter identical problems. Unless every CSR is aware of prior solutions, the same solution may need to be rediscovered each time a problem is encountered. Thus, problem history and corresponding solutions are made available to CSRs.
2o However, with the large volume of problem reports having each CSR treat each problem individually quickly becomes an impossible situation. Sifting and collating problem reports to reduce the number of reported problems to a more manageable number of related problems is a daunting task. This problem is further exacerbated by adding problem reports as the information is sifted. Furthermore, technology is changing so rapidly today with new or improved solutions being found that problem reports may become stale within a week and associated resolutions obsolete.
Thus, there is a need for improved methods ofproblem tracking and Help Desk management.
Summary of the Invention It is a purpose of the invention to improve problem report response time;
It is another purpose of the invention to provide a method and system for improved product problem tracking and solving.
The present invention is a Help Desk tracking method and system tracking problem reports to and providing solutions to reported problems. The system includes a primary database, a Problem Record Database for maintaining all the incoming Problem Reports (PRs) from customers. The Problem Records are analyzed in turn, and linked entries are made in a secondary database, the Reference Library Database, with any identified solutions being maintained in a Solutions Database, also included in the Reference Library Database. Each resulting solution can be sent back to the 15 requesting customer via e-mail, through any wireless device or, simply stored in the Reference Library Database as a reference for the appropriate Customer Service Representative (CSR) to report the solution. With each new solution, the Reference Library Database evolves into a Knowledge Management system that may also be used to train Customer Service Representatives. Further, the date and time stamp of each of the Problem Records is verified periodically, to insure that links are 2o no more than one week old. Thus, problems and respective matched solutions are not allowed to become stale.
BRIEF DESCRIPTION OF THE DRAWINGS
Figure 1 shows a flow diagram for analyzing reported problems according to the preferred embodiment of the present invention;
Figure 2 is an example of the data structure for Problem Records in the Problem Record Database;
Figure 3 is an example of the data structure for Problem Records stored with links to related Problem Records in the Reference Library Database;
Figure 4 is an example of the data structure for Internet References stored in the Reference Library Database;
Figure 5 is an example of the data structure for identified solutions records stored in the Solutions Database;
Figure 6 is an example showing the relationship between records in the Problem Report 1o Database, Reference Library Database and Solutions Database;
Figures 7A-B is a detailed flowchart showing the steps in managing Problem Records according to the preferred embodiment of the present invention;
Figure 8 shows how problem areas are refined;
Figure 9 shows how Problem Reports are tracked after entries have been made in the Problem Report Database and Reference Library Database;
Figure 10 is an example of the structure of a solution sent to the Customer identified in the Problem Record.
Detailed Description of a Preferred Embodiment of the Invention Turning now to the drawings and more particularly Figure 1 shows a flow diagram for analyzing reported problems according to the preferred embodiment of the present invention.
Customers 100 report problems to the Help Desk by an appropriate medium such as by phone or over network, e.g., by using e-mail over what is known as the Internet 102.
Problem reports are entered in a Problem Record Database 104, which includes a table 106 of reported Problem Records (PRs). A search agent 108 analyzes each problem sifting through a secondary Reference Library Database 110 and over the Internet to find similar problems. Links of the search results to other problems that have previously been resolved in the Reference Library Database 110, which also contains links to all related previously identified solutions in a Solutions Database (not shown). The Reference Library Database 110 may be located either or both internally on a corporate intranet and externally on the Internet. An agent 112 generates a solution report for the corresponding customer and for any assigned Customer Service Representative (CSR). Typically, the report may be sent to the appropriate parties by e-mail.
Figure 2 is an example of the preferred Problem Record data structure 120 maintained in the Problem Record Database 104. In this example, each Problem Record 120 includes one or more problem related fields 120PR, one or more customer identification fields 124C, at least one product field 120P and one or more solution fields 1205. The problem related fields 120PR may include an unique ID field (Problem Record Unique ID) and a problem description field (Problem Description) for a description of the problem. Also, identified problem areas are included in another problem related field (Problem areas) and the time and date are included in yet another problem related field (Problem Area Date/Time Stamp). Customer identification fields may include name (Name of customer), e-mail address (Email Address of customer) and telephone number (Telephone of customer). The customer identification fields 120C may also include the time (Date Time Stamp) that the report was made by the customer. The product field identifies the product (Product Name) subj ect to the Problem Record. The solution fields 1205 may include a flag (Solution Found Flag) for indicating when the problem has been solved and another flag (Email send to Customer Flag) indicating whether the reporting customer has been notified of the solution.
Figure 3 is an example of the preferred data structure for related problem records 122, wherein an original Problem Record 122PR is linked only to related problem records 122LPR and stored in the Reference Library Database 110. In this example, each entry 122 first includes the identification 122PR of the problem record (Unique Identification Number) 120 in the Problem Record Database 104. Also, each entry 122 includes fields 122LPR for links to one or more related problems, e.g., Related Problem Record unique id 1, Related Problem Record unique id2, Related Problem Record unique id3, etc. Each related problem link includes a field (Date Time Stamp) corresponding to the time at which the Problem Record link was included in the linked Problem Records 122LPR, i.e., the linked Problem Record description (120) has a selected degree of commonality with the original Problem Record 122PR.
Figure 4 is an example of the preferred data structure wherein an original problem record 124PR is linked only to Uniform Resource Locators (URLs) or web locations 124LURL and stored in the Reference Library Database 110. In this example, again, each entry 124 includes the identification 124PR of the uniquely identified Problem Record (Unique Identification Number) 120 in the Problem Record Database 104. However, after identifying potential problem solution Internet locations, links 124LURL are included for each identified potential solution, e.g., HTTP addressl with related solution, HTTP address2 with related solution, HTTP address3 with related solution, 1o etc. Each Internet link 124LURL entry includes a field (Date Time Stamp) identifying the time at which the corresponding URL was identified.
Figure 5 is an example of the preferred solutions record data structure 126 stored in the Solutions Database. For each resolved problem in this example, each Problem Record is identified by its unique ID (Problem Record Unique ID) which is linked with one or more identified solutions, e.g., Solutionl, Solution2, etc. Each identified solution includes a field (Date-Time Stamp) indicating its age.
The above record structures 120, 122, 124 and 126 are provided for example only and not intended as a limitation. Fields may be deleted or, additional fields may be included without departing from the spirit or scope of the invention.
2o Figure 6 shows an example of the relationship between records 120, 122, 124 and 126 in the Problem Record Database 104, Reference Library Database 110 and Solutions Database 130. In this example, records 120 for eight Problem Records (PR1-8) are shown in the Problem Record Database 104. Problem areas 132, 134, 136 and 138 are shown for four problems, PR1, PR2, PR3 and PRS, respectively, and associated therewith as represented by arrows 140. The Solution Found Flag is represented as being set for three problems PRI, PRS and PR8 to indicate that solutions have been identified for those three problems. As each of the eight Problem Records PR1-8 is received and processed according to the preferred embodiment, corresponding entries are been made in the Reference Library Database 110, as represented by arrows 142.
So, in this example PR4, which is new, has not been processed and, therefore, does not have a corresponding entry in the Reference Library Database 110. Two Problem Records PR6, 7 have no related previously recorded problems. Potential solutions locations have been identified for PR 1 and, accordingly, the corresponding record has a structure 124 wherein only URL locations are included. One Problem Record PRS is related only to other Problems (PR8) and has the structure l0 122 wherein only related Problem Records are included. The remaining Problem Records PR1, 2, 3 and 8 have both related Problem Records and URLs identified and, so, are hybrids of the two structures 122, 126. Solutions Database 130 includes records 126 for solutions identified in this example for three problems, PR 1, PRS and PRB. The identity and location of these entries PR 1, PRS
and PR8 are e-mailed to the customer.
Figures 7A-B is a detailed flowchart 150 showing the steps in managing problem reports according to the preferred embodiment of the present invention. First, in step 152 as a problem is reported, a Problem Record is generated and Product records are categorized by product. Initially, every Problem Record is assigned to potentially related, but relatively broad problem areas that are selected by the customer reporting the problem. In step 154, the Problem Record is entered into the 2o Problem Record Database 104, with both a time/date stamp and an unique original Problem Record ID being attached as it is entered into the Problem Record Database 104.
Additionally, when the record is stored in the Problem Record Database 104, these problem areas may be further refined to result in a more detailed internal translation table build. In step 156, the agent 108 scans all existing reported problems to determine, if each problem has been previously been assigned as an entry in the Reference Library Database 110. If it has, then in step 158 the agent updates the appropriate reference links in the Reference Library Database 110, i.e., adding problem areas from a newly entered Problem Record, refining previously attributed problem areas or including hypertext links to newly identified URLs.
However, if an entry for a particular Problem Record has not been placed in the Reference Library Database 110, then, in step 160 the agent 108 begins searching to find all previous record entries with similar problem descriptions and their corresponding solutions.
So, first, the problem areas are retrieved from the Reference Library Database 110 and compared with the problem area for the unentered records. The more detailed or precise the problem area, the easier and quicker it will be to match previously identified solutions with new Problem Records. The agent also searches selected web pages over the Internet for links to any related URLs that could possibly be describing l0 similar problems. In step 162 if the comparison results in a number of matches exceeds a selected threshold percentage; then, in step 164 any identified links are tagged to the unique identifier of the original Problem Record stored in the Reference Library Database 110. Also in step 164, the Solutions database 130 is checked for any preexisting solution for the identified link (based on its Problem Record Unique ID). If an entry is found in the Solutions database then the solution description is provided in a Report to Customer in step 174. In step 166 the Product Record Database 104 is checked for any remaining Problem Records that do not have corresponding entries in the Reference Library Database 110 and, if another unentered Problem Record is found, returning to step 160, problem areas are compared for matches.
If it is determined in step 166 that each Problem Record has a corresponding entry in the 2o Reference Library Database 110; then, in step 168 of Figure 7B, web pages previously identified as being related problem areas are checked for previously solved problems matching individual Reference Library Database 110 entries. If solutions are not found in step 168, then in step 170, the Reference Library Database 110 is checked to determine if all of the corresponding linked URLs have been checked in step 170. Should some web pages remain unchecked, then returning to step 168, the search for solutions continues. Once one or more matching web pages are identified as having solutions, a hypertext link to the identified URLs is associated with the corresponding unique ID and copied to the Reference Library Database 110 in step 172. If in step 170 all of the link entries have been compared then, in step 174 a report is generated that includes all of the compiled links are stored in a report and the report is sent to the customer. The final customer report includes of all links stored in the reference database and any solutions identified in step 164 from the Solutions database.
Figure 8 shows how problem areas are refined in step 154. Using internal mapping each initially identified problem area is identified as a high level problem area in a High Level Problem Areas Table 180. Differences in problem areas are identified and problem areas are re-mapped to further refine them in an Internal Mapping Table 182. Finally, the refined problem areas are reordered and stored in a table 184 in the Problem Record Database 104 and made available for selection when the next customer reports a problem. These granular refined problem area facilitate matching newly reported problems with problem area that have previously identified solutions and make problem resolution faster and easier. Preferably, the refined problem areas are also date and time stamped. To keep problem areas in all Problem Records current, periodically, the identified problem areas are checked in each of the problem reports and as the problem area mapping tables changes updated with current problem areas. This periodic updates also ensures that new problem are being identified with the closest problem area to provide accurate linkage of related problems and Internet sites.
Figure 9 shows how Problem Reports are tracked after entries have been made in the Problem 2o Report Database 104 and the Reference Library Database 110. As time passes, each Problem Record is checked in step 190 to determine whether a Customer Service Representative has found a solution.
If not, then in step 192 the Problem Record remains open. However, if a solution has been identified, then, in step 194 the Solution Found Flag is set to indicate YES
in the Problem Record and the solution is entered in the Solutions Database 130 along with the unique identifier of the problem record.
When in step 194 the Solution Found Flag is set, a report 200 having a structure as in the example of Figure 10 is sent to the customer identified in the Problem Record.
The report 200 includes Problem Record identification information including the customer's name (Customer Name), a description of the problem (Problem description), identified refined problem areas (Problem Areas) and a contact telephone number (Customer Service Help Phonenumber) as well as solution specific information. The solution specific information may include a description of matched related problems (Problem description ofmatched PR1-3) with corresponding solutions to those problems (Solution of the PR1-3). Also, links to related URLs (HTTP
addressl-3 with related solution) may be included with corresponding date/time stamps (Date Time Stamp).
to Thus, according to the preferred embodiment Help Desk, a primary database, the Problem Record Database maintains records of all active problem reports. The Problem Records are analyzed to generate linked entries in a secondary database, the Reference Library Database. Identified solutions are maintained in a Solutions Database, also included in the Reference Library Database.
The resulting solution can be sent back to the requesting customer via e-mail, through any wireless device or, simply stored in the Reference Library Database as a reference for the appropriate Customer Service Representative to report the solution to the customer. With each new solution, the Reference Library Database evolves into a Knowledge Management system that may also be used to train Customer Service Representatives. Further, the date and time stamp of each of the Problem Records is verified periodically, insuring that no link is more than one week old. Thus, problems and respective matched solutions are not allowed to become stale.
While the invention has been described in terms of preferred embodiments, those skilled in the art will recognize that the invention can be practiced with modification within the spirit and scope of the appended claims.
Claims (22)
1. A method of resolving problems with one or more products, said method comprising the steps of:
a) entering a problem record in a problem record database;
b) providing said problem record with a unique identification;
c) creating a link to said problem record in a reference library database;
d) selecting one or more problem areas related to said problem record;
e) comparing said problem record with previously identified problems for similar problem areas;
f) checking selected web pages for solutions; and g) copying links to said reference library database of identified web pages and previously identified problems with similar problem areas.
a) entering a problem record in a problem record database;
b) providing said problem record with a unique identification;
c) creating a link to said problem record in a reference library database;
d) selecting one or more problem areas related to said problem record;
e) comparing said problem record with previously identified problems for similar problem areas;
f) checking selected web pages for solutions; and g) copying links to said reference library database of identified web pages and previously identified problems with similar problem areas.
2. A method as in claim 1, wherein when a solution to the problem is identified, further comprising the step of:
h) notifying a customer of said identified solution.
h) notifying a customer of said identified solution.
3. A method as in claim 1, wherein the problem record comprises:
one or more problem related fields describing said problem;
one or more customer identification fields identifying the reporting customer;
at least one product field identifying a product to which the reported problem is related; and one or more solution fields indicating whether the reported problem has been resolved.
one or more problem related fields describing said problem;
one or more customer identification fields identifying the reporting customer;
at least one product field identifying a product to which the reported problem is related; and one or more solution fields indicating whether the reported problem has been resolved.
4. A method as in claim 3, wherein said one or more problem related fields comprise:
said unique identification;
a description of said problem;
said selected one or more problem areas; and a date/time stamp indicating selection of said problem areas.
said unique identification;
a description of said problem;
said selected one or more problem areas; and a date/time stamp indicating selection of said problem areas.
5. A method as in claim 4, wherein said one or more customer identification fields comprises:
a reporting customer name;
a reporting customer e-mail address; and a reporting customer telephone number.
a reporting customer name;
a reporting customer e-mail address; and a reporting customer telephone number.
6. A method as in claim 5, wherein said at least one product field comprises:
a product name; and a date/time stamp related to receipt of said problem report.
a product name; and a date/time stamp related to receipt of said problem report.
7. A method as in claim 6, wherein said one or more solution fields comprise:
a solution flag indicating resolution of said reported problem; and a e-mail send to flag indicating notification of said reporting customer.
a solution flag indicating resolution of said reported problem; and a e-mail send to flag indicating notification of said reporting customer.
8. A method as in claim 1, wherein the links copied to the reference library in step (g) includes at least one link to at least one of said previously identified problems.
9. A method as in claim 1, wherein the links copied to the reference library in step (g) includes at least one link to at least one of said selected web pages.
10. A method as in claim 1, wherein the reference library database includes a solutions database and when a solution to the problem is identified said method further comprising the steps of:
h) copying at least one link to said identified problem solution to said solutions database;
and i) notifying said reporting customer of said links to identified solutions copied in step (h).
h) copying at least one link to said identified problem solution to said solutions database;
and i) notifying said reporting customer of said links to identified solutions copied in step (h).
11. A method as in claim 10, wherein each link in said solutions database includes a corresponding problem record identification, one or more solutions and a date/time stamp each indicating the time a corresponding one of said solutions id identified.
12. A Help Desk system comprising:
means for receiving problem reports;
means for logging reported problems;
means for comparing each received reported problem against previously received reported problems to identify similar problems;
means for maintaining links between similar reported problems and to previously identified solutions; and means for reporting identified similar problems and solutions.
means for receiving problem reports;
means for logging reported problems;
means for comparing each received reported problem against previously received reported problems to identify similar problems;
means for maintaining links between similar reported problems and to previously identified solutions; and means for reporting identified similar problems and solutions.
13. The Help Desk as in claim 12, wherein for each reported problem the means for logging problems generates a problem record comprising:
reported problem information;
a product to which said reported problem pertains; and information identifying a customer reporting said problem.
reported problem information;
a product to which said reported problem pertains; and information identifying a customer reporting said problem.
14. The Help Desk as in claim 13, wherein said reported problem information includes a unique problem record identification, a problem description and a selected problem area.
15. The Help Desk as in claim 14, wherein said reported problem information further includes a time said problem area is identified.
16. The Help Desk as in claim 15, wherein said reporting customer information includes said reporting customer's name, telephone number and e-mail address.
17. The Help Desk as in claim 13, wherein for each reported problem the means for logging problems further includes in said problem record an indication of whether a solution has been found for the reported problem and an indication whether the customer has been informed of the solution.
18. The Help Desk as in claim 12, wherein the means for comparing received reported problems further compares reported problems against content of selected web pages.
19. A computer program product for resolving problems with one or more products, said computer program product comprising a computer usable medium having computer readable program code thereon, said computer readable program code comprising:
computer readable program code means for generating a problem record in a problem record database responsive to a problem report;
computer readable program code means for creating a link to said problem record in a reference library database;
computer readable program code means for selecting one or more problem areas related to said problem record;
computer readable program code means for comparing said problem record with previously identified problems for identified similar problem areas;
computer readable program code means for checking selected web pages for solutions and information related to identified similar problem areas;
computer readable program code means for copying links to said reference library database of identified related databases and of previously identified problems with similar problem areas; and computer readable program code means for notifying a customer of an identified solution.
computer readable program code means for generating a problem record in a problem record database responsive to a problem report;
computer readable program code means for creating a link to said problem record in a reference library database;
computer readable program code means for selecting one or more problem areas related to said problem record;
computer readable program code means for comparing said problem record with previously identified problems for identified similar problem areas;
computer readable program code means for checking selected web pages for solutions and information related to identified similar problem areas;
computer readable program code means for copying links to said reference library database of identified related databases and of previously identified problems with similar problem areas; and computer readable program code means for notifying a customer of an identified solution.
20. A computer program product as in claim 19, wherein the computer readable program code means for generating a the problem record comprises:
computer readable program code means for generating a unique problem record identification, logging a problem description, providing one or more problem areas and logging a corresponding problem area identification time;
computer readable program code means for logging a customer identification and corresponding customer contact information;
computer readable program code means for identifying a product being reported as having a problem; and computer readable program code means for determining whether a solution to said reported problem has been identified.
computer readable program code means for generating a unique problem record identification, logging a problem description, providing one or more problem areas and logging a corresponding problem area identification time;
computer readable program code means for logging a customer identification and corresponding customer contact information;
computer readable program code means for identifying a product being reported as having a problem; and computer readable program code means for determining whether a solution to said reported problem has been identified.
21. A computer program product as in claim 20, wherein the customer contact information includes a customer e-mail address and a customer telephone number.
22. A computer program product as in claim 21, wherein the reference library database includes a solutions database, the computer readable program code means further comprising:
computer readable program code means for copying to said solutions database at least one link to each problem solution and notifying a customer of said copied links to solutions.
computer readable program code means for copying to said solutions database at least one link to each problem solution and notifying a customer of said copied links to solutions.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US45189999A | 1999-12-01 | 1999-12-01 | |
| US09/451,899 | 1999-12-01 |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CA2324755A1 true CA2324755A1 (en) | 2001-06-01 |
Family
ID=45541154
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA 2324755 Abandoned CA2324755A1 (en) | 1999-12-01 | 2000-10-30 | A system and method for managing help desk calls |
Country Status (1)
| Country | Link |
|---|---|
| CA (1) | CA2324755A1 (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6804665B2 (en) * | 2001-04-18 | 2004-10-12 | International Business Machines Corporation | Method and apparatus for discovering knowledge gaps between problems and solutions in text databases |
| US11372894B2 (en) * | 2018-12-21 | 2022-06-28 | Atlassian Pty Ltd. | Associating product with document using document linkage data |
-
2000
- 2000-10-30 CA CA 2324755 patent/CA2324755A1/en not_active Abandoned
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6804665B2 (en) * | 2001-04-18 | 2004-10-12 | International Business Machines Corporation | Method and apparatus for discovering knowledge gaps between problems and solutions in text databases |
| US11372894B2 (en) * | 2018-12-21 | 2022-06-28 | Atlassian Pty Ltd. | Associating product with document using document linkage data |
| US11423056B2 (en) | 2018-12-21 | 2022-08-23 | Atlassian Pty Ltd. | Content discovery systems and methods |
| US11841879B2 (en) | 2018-12-21 | 2023-12-12 | Atlassian Pty Ltd. | Content discovery systems and methods |
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| Date | Code | Title | Description |
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| EEER | Examination request | ||
| FZDE | Discontinued | ||
| FZDE | Discontinued |
Effective date: 20121030 |
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| FZDE | Discontinued |
Effective date: 20121030 |