JP2000172700A - Help disk system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To easily and efficiently extract a solution to a similar question and to make an answer of the same level by pairing and storing questions made by customers and answers made by persons in charge in a data base, together with the keywords and property information of the questions, and retrieving a pair of a question and an answer corresponding to the specifications of a product name, etc., from an input device and displaying them on the identical screen. SOLUTION: A question data recording process 5 displays a question data input and display picture. Here, one group of items of a question number, a relative product and a version, a keyword, etc., featuring the question, an answer to it, and an office information entry field which are generated automatically in the display state of the picture is recorded in a question data file 7. A question data display process 6 displays question data recorded in the question data file 7 on a display device 2 as a list picture of questions of formats. In this picture, the question data are listed and displayed as to a state, a question number, a product name, an outline, a question start day, etc.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to the problem of responding to an inquiry from a customer who uses various devices such as a computer for operational problems and functional expansion of the device. And a help desk system for solving the problem.

[0002]

2. Description of the Related Art A user of a device, particularly a computer, using components or electronic components in a field of rapidly progressing technology, is required to provide a computer sales or manufacturing company due to lack of operational knowledge and necessity of function expansion. On the other hand, cases for making inquiries for solving these problems by telephone or facsimile communication are increasing.

[0003] In the seller or the manufacturer who receives the inquiry, a specialist in charge responds to a question from the user.
We answer each time, but if the questions are concentrated in the same time zone, we will not be able to respond, which will reduce the trust of customers, and will give different answers to the same question content among the persons in charge There was a problem.

[0004] Therefore, the product name and function of the computer provided by the distributor or the manufacturer, the questions from the customers to them, and the answers of the persons in charge to the questions are stored in a database, and the Internet communication and facsimile are stored. Make it possible to accept questions from customers via communication,
A system has been proposed in which, when a new question is received from a customer, the database is searched to return an answer to the customer's question. Such a system is called a help desk system or a customer support system.

Conventionally, as a help desk system or a system that supports similar functions, US Vant
ive company's "Vantive Helpdesk" and "Magic
"Support Magic SQL" from Solutions, Inc. is known.

In these conventional systems, only the title of a question asked by a customer is recorded in a database, and only the title of each question is displayed on a case screen.

[0007]

However, when the contents of the question are recorded and displayed only by the title, the details of the answer cannot be displayed at the same time, and when the information of the question is reused. In addition, there is a problem that complete knowledge as a whole including a question and an answer cannot be obtained on the same screen.

Further, since the information of the problem is represented only by the title, there is a problem that it is difficult to track the history of the question in a time series. That is, when a question is asked many times for a certain problem, there is a problem that it is difficult to track the history in a time series and to approach the essence of the problem occurrence.

[0009] A first object of the present invention is to provide a help desk system capable of obtaining a question and an answer on the same screen. A second object of the present invention is to provide a help desk system capable of tracking the history of a question in a time series and facilitating grasping a tendency of a problem.

[0010]

In order to achieve the above object, the present invention provides a help desk provided with a database for storing names of products to be supported, functions, questions from customers, and answers of persons in charge of the questions. In the system, means for storing a set of a question from the customer and a response from the person in charge and storing the set in the database together with attribute information such as a keyword of the question and an arrival date and time; and a product name, a keyword, a problem number, When any one of the dates or a combination thereof is designated, a search processing means for searching a corresponding question and answer set from the database and displaying the set on the same screen of the display device.

[0011] The search processing means may further comprise a processing means for arranging, in chronological order, questions corresponding to either the product name or the keyword specified from the input device in accordance with the date and displaying the list on the screen of the display device. And

[0012]

Embodiments of the present invention will be specifically described below with reference to the drawings. FIG. 1 is a system configuration diagram showing an embodiment of a help desk system according to the present invention. The system of this embodiment includes a central processing unit 1 for performing data processing, a display device 2 for displaying a screen, a keyboard device 3 for inputting characters, and an SQL database 4.
The problem data file 7 is stored in the file. The central processing unit 1 incorporates a program for executing a question data recording process 5 and a question data display process 6. The question data display processing 6 includes the keyboard device 3
When any one or a combination of a product name, a keyword, a problem number, and a date is specified, a corresponding question and answer set is retrieved from the SQL database 4 and displayed on the same screen of the display device 2. Further, it includes a process of arranging questions corresponding to either the product name or the keyword specified from the keyboard device 3 in chronological order according to date and displaying the list on the screen of the display device 2.

The question data recording process 5 displays a question data input / display screen 200 shown in FIG.
Problem number 21 automatically generated in the display state of
And related product name and version 22, keyword 23 characterizing the problem, problem outline 24, problem state 25, question 26 which is the content of the problem and its answer 27, and each item of the in-house information entry column 28 are collected into one set. Is a process for recording the result in the question data file 7, and a registration button 2
9 to delete the input content by operating the reset button 30.

The question data display process 6 is a process for displaying the question data recorded in the question data file 7 on the display device 2 as a question list display screen 300 in a format as shown in FIG. This screen 300
Then, the problem data is stored in the row 32 in the state 32a, the problem number 32b, the product name 32c, the outline 32d, and the problem start date 32
e, List display of last update date 32f. This display is sorted in the order of the last update date, and a predetermined number of recent questions (15 questions in FIG. 3) are displayed on one page. Problems before that are displayed by selecting and operating "to the next 15 questions" 31c. In order to return from the previous problem to the recent problem, select "to the previous 15 questions" 31b, and to jump to a page, select "JUMP" 31d.

At the top of the screen 300 in FIG. 3, "all questions", "product name search", "keyword search", "full text search", "questioner search", "question number search", "date search" , A search menu consisting of "person search" is prepared. By selecting and operating the required search menu, the screen is switched to the selected search screen, and a detailed search can be performed for the displayed item. . Further, the range narrowed by the search, for example, the date range is changed to “all problems →” 31
It is displayed on the right side of a. "All problems" 3
When one or "all questions" 31a is selected, the display returns to the default question list display.

FIG. 4 is a flowchart showing an outline of the processing of the help desk system of the present embodiment. When the system is started (step 41), an employee number input screen 500 shown in FIG. 5 is displayed. Therefore, the number of the employee who is permitted to operate the help desk system is entered in the input area 50.
When the user inputs "1" and operates the OK button, a system menu screen 600 as shown in FIG. 6 is displayed.

On this system menu screen 600,
"Inquiry input / update", "information reference", "status check", "service pack", "public data creation"
"Edit data for publication", "Menu for management", "End"
Is displayed.

"Inquiry input / update" is a function for inputting a new question and updating an already registered question by specifying a question number. “Information reference” is a function of displaying a list of registered problems. Other menu items such as “Service Pack” are functions used for system management and the like.

In the display state of such a menu item, “query input / update” 602 or “information reference” 6
03 is selected. "Information Reference"
When 603 is selected, the “question list display screen” 300 of FIG. 3 is displayed, and “query input / update” 60
When 2 is selected, the screen transits to the “question data input / display screen” 200 in FIG.

In the display state of the "question list display screen" 300 in FIG. 3, it is determined which of the question content display, various searches or the system menu is selected by the underlined question number (step 42). . When the display of the content of the question is selected by the underlined question number, the “question data input / display screen” 200 in FIG.
Transitions to. When any of various search items such as "product name search" is selected, the screen transits to a search condition input screen (step 43), and a search process of the problem data file 7 is performed according to the input search condition (step 43). Step 44).
When the system menu is selected, the screen returns to the system menu screen 600 in FIG.

On the other hand, the system menu screen 600 shown in FIG.
In the display state of, if “input and update of inquiry” is selected, or if the content display of the question is selected on the “question list display screen” of FIG. 3, “input and display of question data” of FIG. Screen 200.

"Question Data Input / Display Screen" 20 in FIG.
0, it is determined which of the system menu, data registration, and cancellation has been selected (step 4).
5). When the system menu is selected, the screen returns to the system menu screen 600 in FIG. When data registration is selected, data such as a product name, a problem outline, a question, and an answer input on the screen 200 of FIG. 2 is registered as a set in the problem data file 7. If data cancellation is selected, the input data is canceled without registering it, and the screen returns to the initial state (a state in which no data has been input) of the input screen 200 of FIG.

In this embodiment, in the “question data input / display screen” 200 of FIG.
On the other hand, if there are multiple inquiries, a set of data (question and answer data by question number) consisting of items from "question" 26 to "in-house information entry field" 28 is added for each inquiry. You. In FIG. 2, the first set of data is indicated by reference numeral 26a, and the second set of data is indicated by reference numeral 26b.

FIG. 7 shows the structure of question answer data for a help desk realized by the system of this embodiment. A question-answer series A for each question is formed as a set of "question" and "answer". , The question time series B is configured as a list of questions. When the search is executed, the questions extracted under various search conditions are newly displayed as time series B.

FIG. 8 shows an example of an information search screen 800 displayed when "all questions" 801 is selected on the "question list display screen" 300, and "all questions" 801 is displayed. When selected, the search item 801 of “all problems” is highlighted as shown by hatching, and the status of the problem data registered in the problem data file 7, the problem number, the product name, and the problem A summary of the data, the contractor, the problem start date, and the last update date are listed by problem number.

Here, the hierarchy in FIG. 8 means the number of search operations. That is, in FIG. 8, it means that the system has performed a search operation once to display the question list. The screen "1/8" indicates that there are eight problem display screens corresponding to all the problems and the first screen is displayed. The “hit count: 117” indicates that there are 117 questions that correspond to all the questions.

FIG. 9 shows an example of an information search screen 900 that is displayed when “product name search” 901 is selected in the “question list display screen” 300. When selected, a product name list 902 of “product name search” is displayed. Therefore, product name list 9
One or more product names to be searched are selected from 02, and when a plurality of product names are further selected, their combination search conditions (AND, OR, NOT) are set, and the search button 903 is operated. Then, the question data meeting the selected condition is displayed as shown in the post-search screen 1000 of FIG. In FIG. 10, reference numeral 1001 denotes a searched product name, and 1002 denotes question data. Question data is 1
Reference numeral 002 includes a state problem number, a product name, a problem outline, a contractor, and a questioner name.

FIG. 11 shows a “question list display screen” 300.
Shows an example of an information search screen 1100 displayed when “full text search” 1101 is selected in FIG.
When “full text search” 1101 is selected, “full text search” 1
A search item 1101 is highlighted as shown by hatching, and a search keyword input area 1 is displayed below the field.
102 is displayed. So, as a search keyword,
A search term such as installation or hang-up is input by separating it with a comma “,”, and a combination condition (AND, OR, NOT) of the search term is specified, and a search button 1103 is operated. Then, the question data matching the specified search keyword is displayed on the post-search screen 12 in FIG.
00 is displayed. In FIG.
1 is a search keyword, and 1202 is question data. The problem data 1002 includes a state problem number, a product name, a problem outline, a contractor, and a questioner name. Here, the product name searched in FIG. 10 is displayed immediately before the search keyword 1201.

FIG. 13 shows a “question list display screen” 300.
Shows an example of a post-search screen 1300 displayed when “questioner search” 1301 is selected in FIG.
Select "questioner search" 1301 and asker information "Kato"
Is input to the input area 1302, and further, the combination condition (AND, OR, NOT) of the questioner information is designated,
When the search button 1303 is operated, the question data matching the designated questioner information “Kato” is displayed as shown in FIG. In FIG. 13, reference numeral 1304 denotes questioner information,
1305 is problem data. The question data 1305 is
It consists of the status problem number, product name, problem summary, contractor, and questioner name. Here, immediately before the questioner information 1304,
The product name searched in FIG. 10 and the search keyword searched in FIG. 12 are displayed.

In this manner, the question data registered in the question data file 7 can be sequentially narrowed down and displayed in the order of all questions → product name → keyword → questioner name.

FIGS. 14 and 15 show a "question data input / display screen" displayed when a question number "100652" is selected while "all questions" is displayed on the information search screen 800 in FIG. 1400. FIGS. 14 and 15 specifically show the screen of FIG. In the drawing, the same or corresponding parts as those in FIG. 2 are denoted by the same reference numerals. FIG. 15 shows the display contents following the latter part of FIG.

Next, the flow of a new input process for a problem in response to an inquiry from a user will be described. FIG.
Shows an example of a contract number input screen 1600 displayed when the menu item of “query input / update” is selected on the system menu screen of FIG. 6,
When the menu item “query input / update” is selected, a help desk contract number list 1601 is displayed. Then, the contract number of the user (customer) who has made the inquiry is selected from among them. Then, the selected contract number 1701 is displayed on the confirmation screen 1700 of FIG.
If the contract number is correct, the user operates the OK button 1702 to confirm and determine the contract number.

Here, if the person who made the inquiry is outside the company that has the help desk system, in order to confirm whether or not the person has the right to make an inquiry,
A customer-specific screen 1800 as shown in FIG. 18 is displayed.
Here, the contract content 1801 of the customer and the name list 1802 of the right of inquiry are displayed. Therefore, the name of the person making the inquiry this time is selected from the name list 1802 of the right holder of the inquiry, and the OK button 180 is selected.
By operating No. 3, the confirmation of the contract number and the confirmation of the inquiry right are completed.

When the confirmation of the contract number and the confirmation of the inquiry right are completed, a “question data input / display screen” 1900 shown in FIGS. 19 and 20 is displayed. 19 and 20 specifically show the screen of FIG. 14 and 15 are the same as those in FIGS. 14 and 15. However,
The difference from FIG. 14 and FIG.
1 shows the customer name confirmed and determined in FIG. 18 (in this example,
ABX) is displayed, and information such as the current number of questions regarding the customer is displayed. In the drawing, the same or corresponding parts as those in FIG. 2 are denoted by the same reference numerals. FIG. 20 shows display contents following the latter part of FIG.

Next, the information reference function will be described. FIG. 21 shows an example of a screen displayed first when there is a plurality of sets of questions and answers for the same question when a menu item of "information reference" is selected on the system menu screen of FIG. If the user selects “to the next question and answer” 2102 on the screen shown in FIG. 21, the screen transits to a screen showing the contents of the next question and answer to the same question “when the segment moves ...”.

FIG. 22 shows a screen 2200 displayed when "reference" 1401 at the bottom of the screen of FIG. 15 is selected.
In this example, “URL” of the Internet, “remarks” 2206, “information type” 2207, and “update?” 2208 are displayed as reference destination names 2205. The “reference destination name” 2205 specifies a computer having another problem to be referred to with respect to the problems displayed in FIGS. 14 and 15. "Remarks" 2206
It outlines other issues that should be consulted. The “information type” 2207 is an information column for system extension, and is “0” when the content of the “reference name” 2205 is a URL, “1” when a problem number is, and “1” when a reference material is used. 2 "is set. “Update?” 2208 is a button for updating the “reference name” 2205. Click here, enter a new reference in the reference name URL input field 2209, and then click the “Registration button” 2210. The reference destination is changed by the operation.

In the display state of FIG.
When the menu item 2202 is selected, the screen transits to a screen 2300 shown in FIG. 23, and a plurality of “summary of reference questions” 2302 existing at the reference destination are displayed together with a “reference question number” 2301 and an “information type” 2303.

When the menu item of “reference data” 2203 is selected in the display state of FIG. 22, the screen changes to a screen 2400 shown in FIG. 24, and another “file name” 2401 to be referred is displayed together with the “description” 2402. Is displayed.

As described above, according to the present embodiment, a set of a question from a customer and a response from a person in charge is stored in the problem data file 7 of the SQL database together with attribute information such as the keyword of the question and the arrival date and time. When any one of a product name, a keyword, a problem number, and a date or a combination thereof is designated from the keyboard device 3,
Since a set of the corresponding question and answer is searched from the question data file 7 by the search function of the question data display processing 6 and is displayed on the same screen of the display device 2, when reusing the question information, the question When the same screen is used to obtain complete knowledge including the answers and answers, and similar questions or problems are raised, the solutions or answers are easily and efficiently extracted, and the customer has We can provide customers with almost the same level of answers to questions, even if they are assigned to different people. At the same time, the efficiency of the help desk business can be promoted.

Further, since a question corresponding to either the product name or the keyword specified from the keyboard device 3 is arranged in a time series according to the date and can be displayed in a list, it is possible to easily track the history of the question in a time series. Enables us to approach the whole picture of the problem or the essence of the problem occurrence, promptly propose a fundamental solution, solve customer problems quickly, and improve the quality of service to customers. it can.

[0041]

As described above, according to the present invention,
In the help desk business, when reusing information on a problem, when complete knowledge of questions and answers is obtained on the same screen and similar questions or problems are raised, solutions or solutions Answers can be easily and efficiently extracted, and the customer can be assisted by giving almost the same level of answer to the problem that the customer has even if the person in charge is different. At the same time, the efficiency of the help desk business can be promoted.

Further, it is possible to easily track the history of the question in a time series, approach the whole picture of the problem or the essence of the occurrence of the problem, and can promptly present a fundamental solution, thereby enabling the customer to This has the effect of promptly resolving problems and improving the quality of service to customers.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram showing an embodiment of the present invention.

FIG. 2 is a diagram showing an example of a question data input / display screen.

FIG. 3 is a diagram showing an example of a question list display screen.

FIG. 4 is a flowchart showing an outline of a problem data input / display process.

FIG. 5 is a diagram showing an example of an employee number input screen.

FIG. 6 is a diagram showing an example of a system menu screen.

FIG. 7 is an explanatory diagram showing the structure of question answer data.

FIG. 8 is a diagram illustrating an example of an information search screen displayed when “all questions” is selected in the “question list display screen”.

FIG. 9 is an information search screen 900 displayed when “product name search” is selected on the “question list display screen”.
It is a figure showing the example of.

FIG. 10 is a diagram illustrating an example of a screen after searching for question data that matches a selected condition.

FIG. 11 is a diagram displayed when “full-text search” is selected on the “question list display screen”.

FIG. 12 is a diagram illustrating an example of a post-search screen for question data matching a specified search keyword.

FIG. 13 is a diagram illustrating an example of a post-search screen displayed when “questioner search” is selected in the “question list display screen”.

FIG. 14 shows “all problems” on the information search screen of FIG.
"Question data input / display screen" displayed when question number "100652" is selected in a state where is displayed
It is a figure showing the example of.

FIG. 15 is a diagram showing display contents subsequent to FIG. 14;

FIG. 16 is a diagram showing an example of a contract number input screen displayed when a “query input / update” menu item is selected on the system menu screen of FIG. 6;

FIG. 17 is a diagram showing an example of a confirmation screen of a selected contract number.

FIG. 18 is a diagram showing an example of a customer-specific screen for confirming whether the user has the right to make an inquiry.

FIG. 19 is a diagram showing an example of a “question data input / display screen” displayed after confirmation of a contract number and confirmation of an inquiry right are completed.

FIG. 20 is a diagram showing display contents subsequent to FIG. 19;

FIG. 21 is a diagram showing an example of a screen displayed first when a plurality of sets of questions and answers are provided for the same question when a menu item of “information reference” is selected on the system menu screen of FIG. 6; It is.

FIG. 22 is a diagram showing an example of a screen displayed when “reference” at the bottom of the screen in FIG. 15 is selected.

FIG. 23 is a diagram showing an example of a screen displayed after selecting a menu item “question number” in the display state of FIG. 22;

24 is a diagram illustrating an example of a screen displayed after selecting a menu item of “reference material” in the display state of FIG. 22;

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Central processing unit, 2 ... Display device, 3 ... Keyboard device, 4 ... SQL database, 5 ... Question data recording process, 6 ... Question data display process, 7 ... Question data file, 21 ... Question number, 22 ... Related products Name and version, 23 ... keyword, 24 ... problem summary, 25 ... problem status, 26 ... question, 27 ... answer, 28 ... company information entry column, 29 ... registration button, 30 ... reset button, 32a
… Condition, 32b… problem number, 32c… product name, 32d…
Outline, 32e: Problem start date, 32f: Last change date.

 ────────────────────────────────────────────────── ─── Continuing from the front page (72) Inventor Taichi Hiraoka 6-81 Ouecho, Naka-ku, Yokohama-shi, Kanagawa Prefecture Hitachi Software Engineering Co., Ltd. In-house F-term (reference) 5B049 AA01 BB07 BB11 CC01 CC03 DD01 DD05 EE05 FF02 FF03 FF07 5B075 ND03 NK02 NK04 NK44 NK46 PP02 PP03 PP12 PP22 PP28 PP30 PQ02 PQ32 PQ46 PQ76 UU40

Claims (2)

[Claims] 1. A help desk system having a database for accumulating a name of a product to be supported, a function, a question from a customer, and a response from a person in charge to the question, the help desk system comprising: Means for storing in the database together with the attribute information such as the keyword of the question and the arrival date and time of the question, and when any one or a combination of the product name, the keyword, the problem number and the date is designated from the input device, A search processing means for searching a set of questions and answers from the database and displaying the set on the same screen of the display device. 2. The search processing means includes a processing means for arranging questions corresponding to any of a product name and a keyword specified from an input device in chronological order according to a date and displaying a list on a screen of a display device. The help desk system according to claim 1, wherein