JP2002157445A - Helpdesk system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a helpdesk system by which a questioner, an answerer and a manager efficiently exchange questions and answers at a low cost through one management server. SOLUTION: In this helpdesk system 100, questioning and answering are performed regarding merchandise or services among a question terminal 11, an answer terminal 41 and a management terminal 91 connected through the management server on a network. The management server 1 is provided with a storage part 7 storing a question input image 65 for entering a question item to the answerer, a CPU 2 for appropriately customizing the question input image 65 stored in the storage part 7 according to the operation of the manager and a transmission control part 5 for transmitting the question input image 65 customized by the CPU 2 to the question terminal 11.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a help desk system for questioning and answering about a specific product or service between a terminal for a questioner and a terminal for a respondent connected via a management server on a network. .

[0002]

2. Description of the Related Art Conventionally, a help desk system has been used in which a support company and a customer make a question and answer on a specific product or service using a computer network. In such a help desk system, when a question is received from a customer, a manager of a support company selects an answerer suitable for the content of the question, and the answerer answers the question one by one. Before receiving a question from a customer, a person in charge of responding to the content of the question may be determined in advance.

[0003] In any of the above cases, the contents of past questions and answers can be prepared manually by a manager on a paper basis in preparation for later similar questions, and the answerer can refer to them when answering new questions. , To improve the efficiency of support work.

[0004]

However, in the conventional help desk system, the contents of past questions and answers are:
Since it is managed in the support company and not disclosed to the customer, the customer receives many questions of the same type, which is troublesome and time-consuming for both the support company and the customer. In addition, since the contents of the question and answer were not digitized, keyword search and classification by category could not be performed, and the work of searching for answers to similar questions in the past was inefficient.

[0005] Further, since there is no method for promptly and accurately checking the customer satisfaction with respect to the answer content and answer time, it has been difficult for the manager to grasp the customer's request and dissatisfaction.
Further, in the conventional help desk system, it is conceivable that unanswered information or incorrect information is returned in response to the question received by the person in charge of answering. These various problems have been factors that hinder the introduction of help desk systems by companies.

[0006] The management server that controls the system is:
It is necessary to make a backup in case the data in the storage unit is destroyed or lost.However, the conventional backup was performed every time a fixed time elapses or the amount of quantitative data increased, so the data just before the management server stopped was restored. There were times when I could not Furthermore, the timing suitable for backup differs depending on the frequency of use and the time zone of the management server, and the influence of the downtime of the management server due to the backup cannot be ignored.

[0007] In view of the above circumstances, it is an object of the present invention to provide a help desk system in which a questioner, a respondent, and a manager can efficiently and inexpensively ask and answer questions through a single management server. It is to be.

[0008]

The present invention has the following features to solve the above-mentioned problems. In the description of the following means, a configuration corresponding to the embodiment is exemplified by parentheses. Reference numerals and the like correspond to reference numerals in the drawings described later.

According to the first aspect of the present invention, an interrogator terminal (for example, the interrogator terminal 11 in FIG. 1) and an answerer terminal (for example,
The answer terminal 41 in FIG. 1) and the administrator terminal (for example, FIG.
(For example, the help desk system 100 shown in FIG. 1) for questioning and answering about a product or service between the management terminals 91). , A question page for filling in question items for the respondent (for example, FIG. 1)
2 (question input screen 65) for storing a question page storage means (for example, the storage unit 7 in FIG. 2), and a question customization for appropriately customizing the question page stored in the question page storage means according to the operation of the administrator. Means (for example, the CPU 2 in FIG. 2), and question page transmitting means (for example, the transmission control unit 5 in FIG. 2) for transmitting the question page customized by the question customizing means to the terminal for the questioner. It is characterized by:

[0010] Therefore, the administrator of the help desk system appropriately customizes the entry items of the question items to the respondents according to the client's request.
For questions about personal computers, OS used, manufacturer name,
It is possible to ask specific contents such as the model name. As a result, it is possible to omit useless round-trips of questions and answers, and to speed up answers.

According to a second aspect of the present invention, a help desk for questioning and answering about a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
The answer page storage means (for example, the storage unit 7 in FIG. 2) for storing an answer page (for example, the answer input screen 66 in FIG. 13) for entering the answer to the questioner, and Answer customizing means (for example, CPU 2 in FIG. 2) for appropriately customizing the answer page stored in the answer page storing means, and an answer page for transmitting the answer page customized by the answer customizing means to the respondent terminal. Transmission means (for example, the transmission control unit 5 in FIG. 2).

Therefore, the administrator of the help desk system appropriately customizes the entry items of the answer items to the questioner according to the client's request, for example,
Information such as the respondent's department, department in charge, and specialized field can be provided to the requester. This makes it easier for the questioner to select a respondent suitable for the content of the question. In addition, multiple respondents will be able to search, reference, and share question and answer histories, including non-public ones, and will provide a systematic way to improve respondents' skills and transfer skills to create better answers. Can be constructed.

According to the third aspect of the present invention, a help desk for questioning and answering about a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
The registration page storage means (for example, the storage unit 7 of FIG. 2) for storing a registration page (for example, the questioner attribute input screen 64 of FIG. 11) for inputting the attribute information of the questioner, and A registration customizing means (for example, CPU 2 in FIG. 2) for appropriately customizing the registration page stored in the registration page storage means, and a registration page customized by the registration customizing means to the requester terminal. And a registration page transmission unit (for example, the transmission control unit 5 in FIG. 2).

Therefore, according to the client's request, the administrator of the help desk system appropriately customizes the entry items of the attribute information of the questioner so that the attribute information such as the member number, occupation, age, etc. of the questioner can be obtained. Can be easily grasped. Further, if a customer database is constructed using these pieces of attribute information, more detailed support can be provided according to the characteristics of each questioner.

According to a fourth aspect of the present invention, there is provided a help desk for question-and-answer on a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
Is an authentication determining means (for example, CPU2 in FIG. 2) for determining whether authentication is required when logging in to the help desk system by the interrogator, and when the authentication determining means determines that authentication is required at the time of login. And an authentication unit (for example, CPU 2 in FIG. 2) for performing authentication.

Therefore, when logging in to the help desk system, the questioner inputs an ID and a password,
You can freely choose to log in without these inputs. Here, if the login is selected without input, the trouble of inputting the ID and the password every time the present system is used is saved, which also contributes to the motivation of the questioner to participate.

According to a fifth aspect of the present invention, there is provided a help desk for question-and-answer on a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for a manager via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
The case storage means (for example, the storage unit 7 in FIG. 2) for accumulating the contents of the question and answer as query cases in a form that can be made public after being appropriately edited, and the query cases stored in the case storage means. The terminal for the interrogator (for example, FIG. 1
(For example, the transmission control unit 5 in FIG. 2) for transmitting to the question terminal 11).

[0018] Therefore, the respondent can save the trouble and time for preparing the FAQ, and can shorten the time from the reception of the question to the disclosure of the question and answer contents. In addition, the questioner can refer not only to the FAQ displaying the question and the answer but also to the question and answer process from the question to the answer. As a result, the questioner can easily grasp the answering ability and answering time of each answerer, and can also use it as a material for determining the effectiveness of the present system.

According to a sixth aspect of the present invention, there is provided a help desk for question-and-answer on a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
According to the operation of the respondent, a response content transmitting means (e.g., a response content transmitting unit (for example,
The transmission control unit 5) shown in FIG. 2 is provided.

Therefore, it is possible to avoid the risk that the respondent inadvertently responds to the requester with the non-public information or incorrect answer contents. The function of confirming the answer between the respondent and the administrator is not limited to one-sided transmission from the respondent to the administrator (confirmation request), and the administrator's advice is returned to the responder's terminal before the response. Providing the response content reply means allows the respondent to correct the response content with reference to the advice from the manager. As a result, it is possible to improve the skills of the individual respondents and reduce the answer preparation work of the manager.

According to a seventh aspect of the present invention, there is provided a help desk for questioning and answering about a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for a manager via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
Is a respondent selecting means (for example, CPU2 in FIG. 2) for arbitrarily selecting a respondent to the content of the question according to the attribute information and the content of the question according to the operation of the administrator.
Answer transmitting means (for example, the transmission control unit 5 of FIG. 2) for transmitting the contents of the answer from the respondent selected by the respondent selecting means to the terminal for questioner (for example, the question terminal 11 of FIG. 1); , Are provided.

Therefore, the administrator can freely select a respondent who is suitable for the questioner's attribute information and the question content by arbitrarily selecting the answer authority to the questioner according to the questioner's attribute information and the question content. Can be determined or changed. As a result, an answer with high customer satisfaction is possible.

According to an eighth aspect of the present invention, in the invention of the fifth aspect, the management server (for example, the management server 1 shown in FIGS. 1 and 2) stores the inquiry case or the FAQ stored in the case storage means. And a display order changing means (for example, CPU 2 in FIG. 2) for changing the display order of the inquiry case or the FAQ according to the reference frequency of the inquiry.

Therefore, the publication order can be determined according to the inquiry example or the FAQ effect recognized according to the reference frequency. As a result, frequently referred cases or FAQs
Can be more effectively supported by, for example, arranging at a position that is easily visible to the questioner.

According to a ninth aspect of the present invention, a help desk for question-and-answering a product or service between a terminal for a questionr, a terminal for a respondent, and a terminal for a manager via a management server connected to a network. A management server (for example, the management server 1 in FIGS. 1 and 2);
Is F by the responder terminal or the administrator terminal.
A mail distribution means (for example, the transmission control unit 5 in FIG. 2) for transmitting an electronic mail notifying the AQ or the case to the interrogator terminal of the addition of the case is provided.

Therefore, the requester can quickly and surely know that the FAQ has been newly added without actively referring to the FAQ. Also, for respondents, F
The trouble of answering the duplicated question due to the oversight of the AQ can be saved.

According to a tenth aspect of the present invention, a help desk for questioning and answering about goods or services between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network. The system
The management server (for example, the management server 1 in FIGS. 1 and 2)
Is a question transfer means (for example, the transmission control unit 5 in FIG. 2) for transferring the content of a question from the terminal for the respondent to the terminal for the respondent according to the operation of the respondent, to another terminal for the respondent.
It is characterized by having.

Therefore, when a respondent receives a question that he or she cannot answer, he or she can ask another respondent who is familiar with the question for advice, and respond based on the obtained advice. As a result, the knowledge and know-how of a plurality of respondents can be shared, and an answer with a higher degree of satisfaction can be given to the customer.

The invention according to claim 11 is a help desk system for transmitting and receiving data between a plurality of terminals via a management server connected to a network, wherein the management server (for example, FIG. 1 and FIG. 2) The management server 1) updates and stores data in accordance with the access from the terminal (for example, the storage unit 7 in FIG. 2). A transmission unit (for example, a transmission control unit 5) for transmitting update data based on the access content to a predetermined mail address by e-mail, and updating the data based on the update data transmitted by the transmission unit. Update storage means for storing
(For example, a backup server B).

Therefore, every time each terminal accesses the management server to add, change, or delete information, an e-mail for updating data can be instantaneously transmitted to the backup server. As a result, a push-type backup capable of restoring the state immediately before the system was stopped can be realized without adding a special device to the system. As a result, the reliability of the help desk system can be improved. In addition, the downtime of the management server due to data copying can be reduced as compared with conventional regular backup, fixed-rate backup, and the like.

[0031]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A help desk system 1 according to an embodiment of the present invention will be described below with reference to FIGS.

First, the configuration will be described. FIG. 1 is a diagram showing a schematic configuration of the help desk system 100. In FIG. 1, the help desk system 100
Question input screen 65 to 1, 21, 31 and each answer terminal 4
A management server 1 that provides various screen data such as answer screens to the management servers 1, 51, and 71, and comprehensively manages each terminal including the management terminal 91, and a question terminal 11 that transmits a question to the management server 1. , 21, 31 and the management server 1
, Answer terminals 41, 51, and 71 for transmitting answer contents to the terminal, and a management terminal 91 for managing each answer terminal.

Further, the answer terminals 41, 51, 71 are answer terminals 41, 51 for respondents to the category A questions.
And answer terminal 61 for the respondent to the category B question
However, the classification is for convenience of explaining the function, and one answer terminal may be configured to also serve as an answer to a plurality of categories, or may be classified in respondent units instead of terminal units. Good. All data exchanged among the question terminal, answer terminal, and management terminal are transmitted and received via the management server 1.

The Internet N is a communication line network constituted by wired or wireless communication means, such as a normal telephone line and an ISDN capable of transmitting digital data.
(Integrated Services Digital Network) It has a public line such as a line and a plurality of independently constructed dedicated lines.
Although the connection lines between the terminals are shown as wired lines in the figure, they may be wireless lines.

Next, the internal configuration of the management server 1 will be described with reference to FIG. FIG. 2 is a block diagram illustrating a functional configuration of the management server 1. As shown in FIG. 2, the management server 1
Comprises a CPU 2, an input unit 3, a RAM 4, a transmission control unit 5, a display unit 6, and a storage unit 7 having a storage medium 8, and each unit is connected by a bus 9.

CPU (Central Processing Unit) 2
Controls each unit in the management server 1 based on various control programs for realizing the function as the management server 1 stored in the storage unit 7 to realize the function as the management server 1.

In the present embodiment, the CPU 2 executes a question-and-answer process (to be described later) (see FIGS. 5 to 7). That is, the CPU 2 transmits the content of the question to the question terminal 11 to which the login has been made, and then transmits the content of the question from the questioner to the answer terminal 41.
To the answer screen 67 (FIG. 1).
4) to the question terminal 11. If necessary, the contents of the question and answer will be described in the FAQ (Frequently
Asked Question) After processing into data or case data,
Additional recording is performed in a predetermined area of the storage unit 7.

The input unit 3 includes a keyboard having kana / alphanumeric input keys, cursor keys, various function keys, and the like;
It is configured to include a mouse as a pointing device, and outputs to the CPU 2 as an input signal a signal of a key pressed by a keyboard and an operation signal of the mouse.

A RAM (Random Access Memory) 4 is a C
In the question and answer process executed and controlled by the PU 2, a work memory 4a is formed as a temporary storage area for programs, input or output data, parameters, and the like corresponding to various processes read from the storage unit 7.

The transmission control unit 5 has a modem (MODEM: MO
dulator / DEModulator), terminal adapter (Termin
al Adapter) or a router, etc., and controls communication with an external device connected to the Internet N via a communication line such as a telephone line, an ISDN line, or a dedicated line. Further, when executing a question-and-answer process described later, the transmission control unit 5 distributes an e-mail notifying the update of FAQ data or case data to the question terminal 11 via a mail server (not shown).

The modem modulates the digital data processed by the CPU 2 into an analog signal in the frequency band of the telephone line in order to communicate with an external device such as each terminal via the telephone line. This is a device for demodulating an analog signal input via a line into a digital signal. The terminal adapter uses an existing interface to communicate with the external device via the ISDN line.
A device for converting to an interface corresponding to DN,
Each router connected via a dedicated line is a LAN.
(Local Area Network) is a device that connects between the LAN on the provider side including the management server 1 and the LAN including the interrogation terminal 11 when the local area network is configured.

The display unit 6 is a CRT (Cathode Ray Tube)
And an LCD (Liquid Crystal Display), etc., and performs screen display of various display data according to an instruction of a display signal input from the CPU 2.

The storage unit 7 has a storage medium 8 in which programs, data, and the like are stored in advance, and the storage medium 8 is constituted by a magnetic or optical recording medium, or a nonvolatile memory such as a semiconductor. The storage medium 8 is fixedly provided in the storage unit 7 or is detachably mounted. The storage medium 8 has a system program corresponding to the management server 1 and a question-and-answer process corresponding thereto. It stores various processing programs such as programs, and data and files processed by these programs. Each of these processing programs is stored in the form of a readable program code, and the CPU 2 sequentially executes operations according to the program code.

The program, data, and the like stored in the storage medium 8 are partially or entirely received from an external device such as a server or a client from the transmission control unit 5 via a transmission medium such as a network line. The storage medium may be configured to be stored, and the storage medium 8 may be a storage medium of a server constructed on the Internet N. Further, the program may be configured to be transmitted to a server or a client via a transmission medium such as a network line and installed in these devices.

The storage unit 7 stores a top screen 61, a keyword search screen 62, a category search screen 63, a question attribute input screen 64, a question input screen 65, and an answer input screen to be transmitted to each terminal when performing a question-and-answer process described later. 66, various page data such as the answer screen 67, and the created FAQ
Various screen data including data and case collection data is stored in a format that can be displayed via the Web browser of each terminal.

FIG. 3 is a diagram showing a data table in the storage unit 7. First, FIG. 3A is a diagram illustrating a data storage example of the questioner attribute table 71. The questioner attribute table 71 further includes a questioner ID storage area 71a, a nickname storage area 71b, and a mail address storage area 71.
c, an age storage area 71d, a place of residence storage area 71e, a password storage area 71f, and the like.
Base).

That is, the questioner attribute table 71 associates the questioner attribute data such as the nickname, mail address, age, place of residence, and password transmitted from the question terminal 11 with the questioner ID (IDentity). The data is stored as data for a record (a series of data groups constituting one row of data in the storage area). In addition, the questioner attribute table 71 indicates that each time the questioner attribute information is received, the various attribute data constituting the attribute information is set in a form that allows the extraction of the attribute information if any one data is specified. Are sequentially stored in the storage area. Note that the attribute items of the questioner attribute table 71 are not limited to those described above, and can be changed as appropriate according to the type of business, sales products, and provided services of a company (client) using the help desk system.

The FAQ table 72 shown in FIG.
AQ data is accumulated in ascending order from category A. F
AQ data is a combination of representative questions and answers, edited by the respondent or administrator,
It is open to questioners in a question-and-answer format. This FAQ
The data can be set private to other interrogators if requested by at least one of the interrogator or respondent or manager.

FIG. 3B is a diagram showing an example of data storage in the FAQ table 72 in the storage unit 7. The FAQ table 72 further includes various FAQs in an FAQ number storage area 72a, a title storage area 72b, a questioner ID storage area 72c, a question date and time storage area 72d, a category type storage area 72e, a display flag storage area 72f, and a reference count storage area 72g.
It is divided into attribute information storage areas. One record stores attribute information for one FAQ.

As shown in FIG. 3B, the FAQ number storage area 72a stores an FAQ number (5-digit numerical data for identifying the FAQ) like numerical data such as "00001" and "00002". Is stored. The title storage area 72b stores the title information of the corresponding FAQ, such as text data such as “price list” and “product summary”. As the title information, text data input from the question terminal 11 may be stored as it is, or data appropriately processed by the management server 1 according to an instruction input of the management terminal 91 may be stored.

The questioner ID storage area 72c stores a questioner ID for identifying the questioner of the corresponding FAQ, such as numerical data such as "0009" and "0021".
This questioner ID corresponds to the questioner ID stored in the questioner ID storage area 71a of the questioner attribute table 71. That is, the management server 1 can also refer to the questioner's attribute information of the question content posted in the FAQ based on the questioner ID. Further, a question date and time storage area 7
In 2d, for example, "00/09 / 11-07: 17", "00/09 / 13-1
Like the date and time data such as “7:22”, the date and time data at which the corresponding FAQ question was transmitted to the management server 1 is stored.

The category storage area 72e stores category data, such as "A", "B", and "C", which is category identification information. FAQ table 7
2 are stored in ascending order of category data in order to facilitate category search. The display flag storage area 72f stores “ON” and “OFF” data as flag data for identifying display or non-display of the corresponding FAQ data. That is,
The CPU 2 permits the display of the corresponding FAQ data only when this flag data is “ON” in a question and answer process described later. Further, in the reference count storage area 72g, numerical data such as "20" and "35" is stored as reference count data indicating the reference count of the corresponding FAQ data. That is, the CPU 2 rearranges the FAQ data belonging to the same category in descending order of the reference count data and displays the FAQ data on the display unit of the question terminal 11 in a question and answer process described later.

In the case collection table 73 shown in FIG. 2, case data is accumulated in ascending order from category A. The case data is history data accumulated after processing or editing the exchange between the questioner and the respondent as appropriate, or is created in a form that can be disclosed to the questioner. This case data can be set private to other questioners if requested by the questioner, respondent, or manager.

FIG. 3C is a diagram showing an example of data storage in the case collection table 73 in the storage unit 7. FIG.
As shown in (c), the case collection table 73 stores the above FA
It has the same attribute items as the Q table 72. Each record constituting the case collection table 73 includes a case number area 73.
Title data, questioner ID, question date and time data, category type data, display flag, and reference count data corresponding to the case number data stored in a are stored.

Since the data configuration of the case collection table 73 is the same as the data configuration of the FAQ table 72 described in detail, the same reference numerals are assigned to the respective regions, and detailed description is omitted. In addition, among the above components, the input unit 3, the transmission control unit 5, and the display unit 6 are not provided exclusively for the management server 1, but are shared by various servers provided by a communication carrier such as a provider. You may.

Next, the internal configuration of the interrogation terminal 11 will be described with reference to FIG. FIG. 4 is a block diagram illustrating a functional configuration of the inquiry terminal 11. As shown in FIG.
Input unit 13, RAM 14, transmission control unit 15, display unit 1
6 and a storage unit 17 having a storage medium 18, and each unit except the storage medium 18 is connected by a bus 19.

The CPU 12 reads out various control programs stored in the storage unit 17 or the storage medium 18, expands them in a work memory (not shown) of the RAM 14, executes various control processes according to the control programs, and executes the processing. The result is stored in the work memory and displayed on the display unit 16. Then, the processing result is stored in a predetermined storage destination of the storage medium 18.

For example, the CPU 12 executes a question-and-answer process (see FIGS. 5 to 7) described below to execute the top screen 6
1 and the keyword search screen 62 are displayed on the display unit 16, and the keyword input by the input unit 13 and the selected category information are transmitted from the transmission control unit 15 to the management server 1 via the Internet N. Get search results.

In addition, the main components of the input terminal 13, the RAM 14, the transmission control unit 15, the display unit 16, the storage unit 17, and the inquiry terminal 11 of the storage medium 18 are the input unit 3, RAM 4, Since they are the same as the transmission control unit 5, the display unit 6, the storage unit 7, and the storage medium 8, detailed description of the configuration is omitted.

The internal configuration of the management server 1 and the question terminal 11 has been described above. The main components of the question terminals 21 and 31, the answer terminals 41, 51 and 71, the management terminal 91, and the backup server B are described above. Question terminal 11
Therefore, each component is given the same reference numeral,
The illustration and description of the configuration are omitted.

Next, the operation of the help desk system 100 according to the present embodiment will be described. First, a series of operations of the help desk system 100 according to the present invention will be described with reference to a flowchart.

As a premise, a program for realizing each function described in this flowchart is stored in a storage medium of each device in the form of a readable program code, and is stored in the management server 1 or the CPU of each terminal. Sequentially execute operations according to the program code. Also,
The CPU can also sequentially execute the operation according to the program code transmitted via the transmission medium. That is, it is also possible to execute an operation unique to the present embodiment using a program or data externally supplied via a transmission medium in addition to a storage medium.

FIGS. 5 to 7 are flowcharts showing the question-and-answer process. First, a login is required for the management server 1 to identify a user (a questioner) of the help desk system. As shown in FIG. 5, the management server 1 allows the requester to log in to the help desk system 100,
It is determined whether authentication is necessary (step S1). Here, in the case of a questioner who needs authentication, an input screen of an ID and a password is displayed to prompt the questioner to input these.
When the ID and the password are input (step S2), the management server 1 receives the ID and the password, compares the ID with the password in the questioner attribute table 71, and if the passwords match, the requester (Step S3).

The authentication method of steps S1 to S3 is effective for a help desk system used as a membership support service, but is used at a free support window opened to an unspecified number of users. However, it is a heavy burden for the user to have the user memorize the ID and password and input it each time the user logs in. Therefore, step S
In the case of (1), in the case of a questioner who does not require authentication, it is possible to log in to the present system by the following method.

That is, when the mail address of the questioner input as the attribute information is transmitted at the time of input of the questioner attribute in step S9 described later, the management server 1 immediately returns a mail to the mail address. In addition to text data such as "Thank you for your question. The person in charge is currently responding, please wait for a while." To this mail, and to a predetermined Web site stored in the storage unit 7 of the management server 1 Linked URL (Uniform Reso
urce Locators) are included. Since the encrypted ID and password are embedded in this URL in advance, when the requester selects the URL, the e-mail address, the ID, and the password are associated with each other. Is stored in the area. Thereby, the management server 1 can permit the login to the system without issuing the ID and the password to the requester. Since the reply mail always reaches the mail address of the questioner, there is no danger of the ID and password being stolen by other users, and the security is maintained.

The above two types of log-in methods classified according to the necessity of authentication by the questioner may be set in advance by the management server 1 for each company using the present system. When asking a question, a configuration in which the questioner can arbitrarily select a question may be used.

When the login of the questioner is completed normally by any of the login methods described above, the management server 1 reads out the top screen data from the storage unit 7 and transmits it to the question terminal 11. The inquiry terminal 11 receives the top screen data via the Internet N, and causes the display unit 16 to display the top screen 61 of FIG. 8 as an initial screen (step S4).

As shown in FIG. 8, the top screen 61 is divided into a keyword search and a category search (search by category). The keyword search area includes a keyword input area 61a for inputting a keyword for a full text search or a title search, and a keyword input area 61.
When a plurality of keywords are entered in a, "include all words (AND search)" or "include any word (OR
Search condition specifying area 61b for specifying search conditions
And a search button 61c for actually instructing execution of a search.

In the category search area, text data indicating various categories such as “product information”, “price”, and “system details” set according to the product or service to be supported is displayed. These text data are linked in advance to reference pages for FAQ data and casebook data corresponding to various categories. The number of registered FAQ data corresponding to the category is displayed in parentheses at the end of the category.

The requester inputs an arbitrary keyword (for example, “product”) in the keyword input area 61a, and
When 1c is selected, the keyword is transmitted from the question terminal 11 to the management server 1 (Step S5). In the next step S6, the CPU 2 searches the FAQ data and the case data stored in the storage unit 7 for FAQ data and case data including "product" in the title or body data of the question.

Here, when FAQ data or case data including “product” is searched (step S 6; Ye)
s), the management server 1 searches the storage unit 7 for the retrieved FAQ
The data or the case data is read and transmitted to the question terminal 11 as a keyword search result. The query terminal 11 receives the search result via the Internet N, and
6 displays the keyword search screen 62 of FIG. 9 (step S14).

FIG. 9 is a display example of a keyword search screen 62 composed of three searched FAQ data.
As shown in FIG. 9, the display area 6 of the keyword search screen 62
2a displays the input keyword "product", and the display area 62b displays the specified search condition "include all words". Further, "3" is displayed below the number of searched FAQ data.

The keyword search screen 62 displays a title display area 62c for each searched FAQ data,
A question date display area 62d and an answer number display area 62e are provided. In the title display area 62c, for example, text data of the question title "About modem" is displayed. The question terminal 1 is displayed in the question date display area 62d.
For example, date and time data “2000-07-2115: 31” is displayed as the date and time when the content of the question was transmitted from 1 to the management server 1. Further, in the answer number display area 62e, numerical data "1" representing the number of answers from the answering terminal to the question is displayed. In addition, a link is attached to an answer screen (for example, the answer screen 67 in FIG. 14) described later in the text data of “confirm the answer” displayed in the answer number display area 62e, A desired answer content can be referred to based on the “title”.

In the next step S15, the reference count data stored in the reference count area 72g of the FAQ table 72 is updated. For example, when “confirm the answer” corresponding to the question title “URL with product outline” is selected, 1 is added to the reference count data “35” corresponding to the FAQ number “002” in the FAQ table 72. Add "3
6 ". Although the processes of displaying the search result and increasing the number of times of reference in steps S14 to S15 have been described for the FAQ data, the processes are similarly performed on the case data.

Returning to step S6, if there is no FAQ data or case data including the input keyword (step S6; No), the management server 1 executes a category search (step S7). That is, when the requester selects a desired category from a plurality of categories displayed in the category search area of the top screen 61, the category information is transmitted from the question terminal 11 to the management server 1. Then, the CPU 2 transmits the category search screen data corresponding to the category stored in the storage unit 7 to the question terminal 11. The question terminal 11 receives the data via the Internet N, and causes the display unit 16 to display the category search screen 63 of FIG. 10 as a search result (step S14).

FIG. 10 is a display example of a category search screen 63 corresponding to the category of “product information”. As shown in FIG. 10, the display area 63a of the category search screen 63 includes
FAQ corresponding to the selected category "Product Information"
“7” is displayed as the number of registered data. Furthermore,
Below that, for each of the searched FAQ data, for example,
A title display area 63b in which text data of a question title "I want to confirm actual operation" is displayed, a customer name display area 63c in which a nickname of a questioner who has asked the corresponding question is displayed, and a management server from the question terminal 11 1
Date display area 6 displaying the date and time when the question was sent to
3d is arranged. In addition, a link is attached to an answer screen (for example, an answer screen 67 in FIG. 14) described later in the title data displayed in the title display area 63b.
The questioner can refer to a desired answer content by selecting the "title".

In the next step S15, as described above,
The reference count data stored in the reference count area 72g of the FAQ table 72 is updated. For example, if the title “URL with product summary” is selected, the FAQ
1 is added to the reference count data “35” corresponding to the FAQ number “002” in the table 72 to obtain “36”. Although the processes of displaying the search result and increasing the number of times of reference in steps S14 to S15 have been described for the FAQ data, the processes are similarly performed on the case data.

Returning to step S8, if there is no desired answer content in the FAQ data or case data corresponding to the selected category (step S8; No), the management server 1 executes the question processing (described below). Step S9-
Execute S12). That is, when the new inquiry button 63e shown in the category search screen 63 of FIG. 10 is selected by the question terminal 11, the display part 16 displays the questioner attribute input screen 64 of FIG.

The questioner attribute input screen 64 includes the screen shown in FIG.
As shown in the figure, a name area 64a for inputting the name of the questioner,
Nickname area 64b for inputting a nickname, Ma
A mail address area 64c for inputting an il address, a postal code area 64d for inputting a postal code, an address area 64e for inputting a questioner's address, a telephone number area 64f for inputting a telephone number, a date of birth for inputting a date of birth. 64g area,
Gender area 64h for selecting gender, qualification area 64i for entering acquisition qualification, hobby area 64j for entering hobby, attention category area 64k for selecting a category of particular interest among existing categories, information from support companies The notification area 64l for selecting the necessity of notification, and a remarks column 64m which is an optional entry item are configured. Furthermore,
Below these, a registration button 64n for instructing registration of the questioner attribute information in the questioner attribute table 71 and a stop button 64p for canceling the registration are arranged. The questioner attribute input screen 64 can be arbitrarily customized by an administrator, such as adding or deleting attribute items, changing the design, and the like.

When the registration of the questioner is completed by the attribute input in step S9, the display section 16 displays a question input screen 65 of FIG. In this question input screen 65,
As shown in FIG. 12, the nickname area 6 for inputting the nickname of the questioner input on the questioner attribute input screen 64
5a, a category area 65b for selecting a category to which the content of the question belongs from existing categories, an answer method area 65c for selecting an answer method for the question from "mail", "telephone", "FAX", etc., a title of the question , And a content area 65e for inputting the content of the question. Furthermore, below these, an inquiry button 65f for instructing transmission of the question content to the management server 1 and a stop button 65g for canceling the question are arranged. The question input screen 65 can be arbitrarily customized by an administrator, such as adding or deleting question items, changing the design, and the like.

When the input of the question in step S10 is completed, the requester selects whether or not to release the input question content to other requesters of the present system (step S1).
1). This selection is made by inputting or not inputting into the secret selection area 65e shown at the bottom of the question input screen 65 in FIG. That is, the requester checks this non-disclosure selection area 65e only when the user wants to keep the input content private.

In the next step S12, the content of the question input by the selection operation of the inquiry button 65f is actually transmitted to the management server 1. When the management server 1 receives the content of the question, the content of the question is displayed on the display unit 6 to urge selection of a respondent to the question. The administrator selects a respondent based on the category, title, and content of the question (step S13), and transmits the content of the question to the answer terminal 41 of the respondent.

The respondent of the answer terminal 41 reads the contents of the received question and examines whether or not he or she can answer, that is, whether or not advice from another respondent is necessary (step S16). Here, when it is determined that the advice is necessary (Step S16; Yes), the respondent of the answering terminal 41 sends the answering terminal 41 to the answering terminal 51, for example.
Instruct the transfer of the question contents to. Note that the respondent of the answer terminal that is the transfer destination does not necessarily need to be a respondent of the same category as the respondent of the answer terminal 41. When it is determined that no advice is necessary (step S16; N
In step o), step S17 is omitted.

In the next step S18, the respondent inputs answer contents to the answer input screen 66 of FIG. 13 displayed on the display unit 46 (step S18). This answer input screen 6
13, the nickname area 66a for inputting the nickname of the respondent and the contents of the question input in step S10, "mail", "telephone", and "FAX" as shown in FIG.
An answer method area 66b for selecting an answer method for a question from among the above, a corresponding area 66c for selecting a future response (processing content) from "To FAQ", "To case", etc., and a content area for inputting an answer content. 66d and UR to be a reference for answer
L, a URL area 66e for introducing L, a confirmation request area 66f for requesting the administrator to confirm the contents of the response, and the like. The answer input screen 66 can be customized by adding or deleting answer items, changing the design, and the like.
For example, if an area for displaying the elapsed time since the question was received is provided on the answer input screen 66, the respondent can easily determine the priority of the answer.

When the input of the answer is completed, the respondent determines whether confirmation is necessary. If necessary (step S19; Yes), the check request area 66f in FIG. 13 is checked, and the answer button 66g is selected. Next, the administrator checks the answer content input by the respondent (step S2).
0), it is determined whether or not the contents of the answer need to be corrected (step S21). Here, when the administrator determines that the answer content is valid and can transmit the answer as it is, the process proceeds to the next step S22, and the administrator sends the answer content created by the answerer to the management server 1 (step S22). . In addition, the function of confirming the response content between the respondent and the administrator (escalation function) is not limited to one-sided transmission from the respondent to the administrator (request for confirmation). Providing the reply content reply means for replying to the terminal allows the respondent to correct the reply content with reference to the advice from the manager. As a result, it is possible to improve the skills of the individual respondents and reduce the answer preparation work of the manager.

On the other hand, when the administrator determines that the answer content needs to be corrected (step S21; Yes), the administrator transmits advice information for the answer from the management terminal 91 to the answer terminal 41 and answers the answerer. Urge to fix. The series of response confirmation processing corresponding to steps S18 to S21 is normally repeatedly executed until the administrator determines that no correction is necessary. However, the administrator cancels the confirmation setting by the administrator or the like. It is also possible to set so that the user has the transmission authority. Further, the modification of the answer content in step S21 may be performed by the administrator himself and transmitted.

When the question terminal 11 receives the answer created by the management terminal 91 or the answer terminal 41 and transmitted through the management server 1, the answer screen 6 shown in FIG.
7 is displayed. The answer screen 67 displays question attribute information such as a title and an inquiry date and time, answer attribute information such as an answer number, a respondent's nickname, and an answer date and time, as well as an answer area 67a for displaying an answer content and a reference URL. You. The questioner reads the contents of the answer, and if there is an additional question (step S23; Yes), the questioner again returns to step S1 in FIG.
Return to 0 and enter additional question content. On the other hand, if there is no additional question (Step S23; No), the requester inputs the degree of satisfaction into the answer satisfaction area 67b displayed at the bottom of the answer screen 67 (Step S24), and transmits it to the management server 1 (Step S24). Step S25). Although the degree of satisfaction is illustrated as a numerical input of five levels, for example, “satisfied”, “normal”,
The format may be selected from “dissatisfied”. The manager statistically treats the input satisfaction level as a study material for evaluation, improvement, and response of the respondent and the answer.

In step S26 in FIG. 7, the management server 1
Creates FAQ data based on the content of the received question and the content of the answer according to the input operation by the manager or the respondent. This FAQ data does not necessarily need to be created for all the contents of the received questions, and the necessity of creating the FAQ data can be arbitrarily determined by the administrator or the respondent. The created FAQ data includes the corresponding FAQ number,
The information is stored (up) in the storage unit 7 of the management server 1 in a form that can be browsed from each question terminal in association with FAQ attribute information such as a title (step S27).

In the next step S28, the management server 1
Creates case data based on the content of the received question and the content of the answer according to the input operation by the manager or the respondent. Like the FAQ data, this case data does not necessarily need to be created for every received question content.
The necessity of creating the case data can be arbitrarily determined by the manager or the respondent. The created case data is associated with the corresponding case attribute information such as the case number and title,
The information is stored (up) in the storage unit 7 of the management server 1 in a form that can be browsed from each question terminal (step S29).

When the uploading of the FAQ data and the case data is completed, the management server 1 sends an e-mail to each question terminal to notify that (step S30). At this time, the question terminal to which the e-mail is to be transmitted may be a question terminal of a questioner registered in advance as a notification applicant or a question terminal selected according to the content of the question.

In the next step S31, a function of backing up the storage contents of the management server 1 to the backup server B is realized. That is, when the CPU 2 detects an access such as addition, change, or deletion of FAQ data or case data from each terminal to the management server 1, the update data based on the access is referred to as an e-mail (hereinafter, referred to as “backup mail”). .) To the predetermined mail address assigned to the backup server B (step S31). Upon receiving the backup mail from the management server 1, the backup server B updates (backs up) the data in the storage unit based on the update data. Since the backup mail is automatically encrypted before transmission, it is not leaked to a third party.

As described above, the management server 1 adds information,
A backup mail is transmitted to the backup server B instantly whenever there is an access such as change or deletion. Therefore,
The backup mail is transmitted until immediately before the system stops, and a push-type backup that can restore the state immediately before the system stop can be realized without adding a special device to the system. In addition, the downtime of the management server 1 due to data copying can be reduced as compared with conventional regular backup, fixed-rate backup, and the like.

Then, when there is an instruction to refer to FAQ data or case data from the question terminal, the management server 1 refers to the reference count area 72g and the reference count area 73g in the storage unit 7 and sets the FAQ in descending order of the reference count. The attribute information of the data and the case data is displayed (step S32). At this time, F
AQ data and case data may be mixed and displayed, or “FAQ” and “case” may be categorized and displayed separately.

As described above, according to the help desk system 100 of the present embodiment, an outsourcing service provider (ASP: Application Serv) that provides only application functions via the Internet N
By installing the management server 1 in an ice provider), the client company can strengthen the support system without spending enormous costs on capital investment and system construction. Further, since there is no need to manage the management server 1 in-house, the present system can be operated using only existing hardware and a Web browser. As a result, inexpensive and efficient CRM (Custom
er Relationship Management).

More specifically, based on the actual inquiry history, frequently asked questions and answers can be edited and published in a form that is easy for the user to see and search, thereby reducing support costs.
The contents of the question and answer are stored in the storage unit 7 of the management server 1 and are made reusable by the queryer executing a keyword search or a category search. Therefore, the questioner can obtain a desired answer by an easy operation of referring to the contents of the answer to the same kind of question. In addition, since the contents of the questions and answers are stored as a database, a desired answer content can be quickly referred to by a keyword search or a category search.

Further, at the same time as the end of the Q & A session, the function of additionally registering the contents of the Q & A session in the FAQ and the casebook allows the requester to refer to the answers to the same type of questions stored in the FAQ or the casebook. The question can be solved by the easy task of doing. In addition, by having the function to set the contents of specific questions and answers privately at the discretion of the questioner, the respondent, and the administrator, by having the function to make the contents of questions and answers private according to the request of the questioner , The confidentiality of the information is guaranteed, contributing to the protection of the privacy and interests of the questioner.

Further, by inputting the degree of satisfaction of the questioner with respect to the answer, points (scores) given for each answer are obtained.
Based on this, the degree of satisfaction of the questioner can be quickly and accurately grasped, and it can be effectively used for improving support services in the future. At the same time, by giving points to the answer, it is possible to mutually recognize that the question and answer concerning this answer has settled down.

Note that the description contents in the present embodiment are as follows.
This is a preferred example of the help desk system according to the present invention, and the present invention is not limited to this. For example, the FAQ data and the case data are not always created at the time when the answer to the corresponding question is completed, but can be created by citing the contents up to that time during the question and answer. Thereby, for example, when a trouble in which a large number of questions are predicted occurs in a short time, by uploading the FAQ or the case when the first question is entered,
The same kind of questions from a large number of users can be prevented beforehand to improve the efficiency of support.

Further, in the above embodiment, the question by the questioner is made via the web page on the Web. However, the structure may be such that an inquiry is made by using an e-mail and an additional inquiry for the answer is made. Good. As a result, even in the case of an emergency connection questioner who feels difficult to input characters while connected to the Internet, it is possible to create question contents in a disconnected state and send e-mail collectively after creation, so communication cost Can be saved.

Further, in the above embodiment, the question by the questioner and the answer by the respondent are made via the web page on the Web.
Inquiries by X can be described in FAQ data or case data in such a way that the respondent directly leaves a support log. Therefore, the input means is not limited to the keyboard, but may be a fixed telephone, a mobile telephone, a PDA (Personal Digital A
ssistance).

In the above embodiment, the management server 1
Is used, but a plurality of help desk systems may be provided in accordance with the number of companies (clients) introducing the help desk system. Furthermore, the questioner attribute input screen 64 and the question input screen 65 do not necessarily need to be formed separately, and the question input screen may also serve as the questioner attribute input screen. In addition, the detailed configuration and detailed operation of the management server 1 and each terminal can be appropriately changed without departing from the spirit of the present invention.

[0102]

According to the first aspect of the present invention, the help desk system administrator appropriately customizes the entry items of the question items to the respondents according to the client's request. With respect to the question, it is possible to ask a specific content such as the OS to be used, the manufacturer name, the model name, and the like. As a result, it is possible to omit useless round-trips of questions and answers, and to speed up answers.

According to the second aspect of the present invention, according to the client's request, the administrator of the help desk system
By appropriately customizing the entry items of the answer items to the questioner, for example, information such as the department to which the respondent belongs, the category in charge, and the specialty field can be provided to the questioner. This makes it easier for the questioner to select a respondent suitable for the content of the question. In addition, multiple respondents will be able to search, reference, and share question and answer histories, including non-public ones, and will provide a systematic way to improve respondents' skills and transfer skills to create better answers. Can be constructed.

According to the third aspect of the present invention, according to the client's request, the help desk system administrator can
By appropriately customizing the entry items of the questioner's attribute information, for example, the attribute information such as the member number, occupation, and age of the questioner can be easily grasped. Further, if a customer database is constructed using these pieces of attribute information, more detailed support can be provided according to the characteristics of each questioner.

According to the fourth aspect of the present invention, the requester
When logging in to the help desk system, it is possible to freely select whether to enter an ID and a password or to log in without entering these. Here, if the login is selected without input, the trouble of inputting the ID and the password every time the present system is used is saved, which also contributes to the motivation of the questioner to participate.

According to the fifth aspect of the present invention, the respondent
The trouble and time required to create an FAQ can be saved, and the time from receiving a question to publishing the question and answer content can be shortened. In addition, the questioner can refer not only to the FAQ displaying the question and the answer but also to the question and answer process from the question to the answer. As a result, the questioner can easily grasp the answering ability and answering time of each answerer, and can also use it as a material for determining the effectiveness of the present system.

According to the invention described in claim 6, the risk that the respondent inadvertently responds to the requester with non-public information or incorrect information can be avoided.

According to the seventh aspect of the present invention, the administrator
By arbitrarily selecting the answer authority to the questioner according to the attribute information and the question content of the questioner, it is possible to freely determine or change the respondent suitable for the questioner's attribute information and the question content. As a result, an answer with high customer satisfaction is possible.

According to the invention described in claim 8, in addition to the effect of the invention described in claim 5, the publication order can be determined according to the inquiry example or FAQ effect recognized according to the reference frequency. As a result, a case with high reference frequency or F
More effective support is possible, for example, by arranging the AQ in a position easily noticeable by the requester.

According to the ninth aspect of the present invention, the requester can quickly and surely know that a FAQ has been newly added without actively referring to the FAQ. Also,
Also for the respondent, the trouble of answering the duplicated question due to the oversight of the FAQ can be omitted.

According to the tenth aspect of the present invention, when a respondent receives a question that he cannot answer, he or she asks another respondent who is familiar with the question for advice, and responds based on the obtained advice. can do. As a result, the knowledge and know-how of a plurality of respondents can be shared, and an answer with a higher degree of satisfaction can be given to the customer.

According to the eleventh aspect of the present invention, every time each terminal accesses the management server to add, change, or delete information, an e-mail for updating data can be instantaneously transmitted to the backup server. . As a result, a push-type backup capable of restoring the state immediately before the system was stopped can be realized without adding a special device to the system. As a result, the reliability of the help desk system can be improved. In addition, the downtime of the management server due to data copying can be reduced as compared with conventional regular backup, fixed-rate backup, and the like.

[Brief description of the drawings]

FIG. 1 is a diagram showing a schematic configuration of a help desk system 100 according to an embodiment of the present invention.

FIG. 2 is a block diagram showing a functional configuration of a management server 1 of FIG.

FIG. 3 is a diagram showing a data configuration in a storage unit 7;
(A) is a data storage example in the questioner attribute table 71,
(B) is an example of data stored in the FAQ table 72, (c)
FIG. 14 is a diagram showing an example of data storage in a case collection table 73.

FIG. 4 is a block diagram showing a functional configuration of a question terminal 11 of FIG.

FIG. 5 is a flowchart showing a question and answer process executed by the help desk system 100 of FIG. 1;

FIG. 6 is a flowchart showing a question-and-answer process performed by the help desk system 100 of FIG. 1;

FIG. 7 is a flowchart showing a question and answer process executed by the help desk system 100 of FIG. 1;

8 is a top screen 61 displayed on the display unit 16 in FIG.
It is a figure showing the example of a display of.

9 is a diagram showing a display example of a keyword search screen 62 displayed on the display unit 16 in FIG.

10 is a diagram showing a display example of a category search screen 63 displayed on the display unit 16 in FIG.

11 is a diagram showing a display example of a question attribute input screen 64 displayed on the display unit 16 in FIG.

12 is a diagram showing a display example of a question input screen 65 displayed on the display unit 16 in FIG.

13 is a diagram showing a display example of an answer input screen 66 displayed on a display unit of the answer terminal 41. FIG.

14 is an answer screen 67 displayed on the display unit 16 in FIG.
It is a figure showing the example of a display of.

[Explanation of symbols]

 Reference Signs List 1 management server 2 CPU 3 input unit 4 RAM 5 transmission control unit 6 display unit 61 top screen 62 keyword search screen 63 category search screen 64 questioner attribute input screen 65 question input screen 66 answer input screen 67 answer screen 7 storage unit 8 storage Medium 9 Bus 11, 21, 31 Question terminal 41, 51, 71 Answer terminal 91 Management terminal B Backup server 100 Help desk system N Internet

Claims (11)

[Claims] 1. A help desk system for questioning and answering about a product or service between a terminal for a questionr, a terminal for a respondent and a terminal for an administrator via a management server connected to a network, The management server includes: a question page storage unit that stores a question page in which question items for the respondent are written; and a question customization unit that appropriately customizes the question page stored in the question page storage unit according to an operation of the administrator. And a question page transmitting means for transmitting a question page customized by the question customizing means to the questioner terminal. 2. A help desk system for questioning and answering about a product or service between a terminal for a questioner, a terminal for a respondent and a terminal for an administrator via a management server connected to a network, An answer page storing means for storing an answer page for filling in the answer to the questioner; an answer customizing means for appropriately customizing the answer page stored in the answer page storing means in accordance with an operation of the administrator; A help desk system, comprising: answer page transmitting means for transmitting an answer page customized by the answer customizing means to the respondent terminal. 3. A help desk system for questioning and answering about a product or service between a terminal for a questionr, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network, A management server, a registration page storage unit for storing a registration page for inputting the attribute information of the questioner; a registration customization unit for appropriately customizing the registration page stored in the registration page storage unit according to an operation of the administrator. And a registration page transmitting means for transmitting a registration page customized by the registration customizing means to the terminal for the questioner. 4. A help desk system for questioning and answering about a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network, The management server includes: an authentication determination unit that determines whether authentication is necessary when the interrogator logs in to the help desk system; and performs authentication only when the authentication determination unit determines that authentication is required at the time of login. A help desk system comprising: an authentication unit. 5. A help desk system for questioning and answering about a product or service between a terminal for a questionr, a terminal for a respondent, and a terminal for a manager via a management server connected to a network, The management server includes: a case storage unit configured to appropriately process and edit the contents of the question and answer and accumulate as an inquiry case in a form that can be made public; Means, and a help desk system comprising: 6. A help desk system for questioning and answering about a product or service between a questioner terminal, a responder terminal and a manager terminal via a management server connected to a network, The management server, characterized in that it comprises: response content transmitting means for transmitting the response content from the respondent terminal to the questioner terminal to the administrator terminal before replying, according to the respondent's operation. Help desk system. 7. A help desk system for performing a question-and-answer session on a product or service between a terminal for a questioner, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network, The management server comprises: a respondent selecting means for arbitrarily selecting a respondent to the content of the question according to the attribute information and the content of the question according to an operation of the administrator; and an answer selected by the respondent selecting means. And a response transmitting means for transmitting the contents of the response from the user to the terminal for the questioner. 8. The management server further comprises display order changing means for changing the display order of the inquiry cases or FAQs according to the inquiry cases or FAQ reference frequencies stored in the case storage means. The help desk system according to claim 5, wherein: 9. A help desk system for questioning and answering about a product or service between a terminal for a questionr, a terminal for a respondent, and a terminal for an administrator via a management server connected to a network, The management server is a FAQ using the respondent terminal or the administrator terminal.
Alternatively, a help desk system comprising: mail distribution means for transmitting an e-mail notifying the requester terminal of the fact when the case is added. 10. A help desk system for questioning and answering about goods or services between a questioner terminal, a responder terminal, and a manager terminal via a management server connected to a network, A help server system comprising: a management server, a question transfer unit configured to transfer a question content from the interrogator terminal to the interrogator terminal to another interrogator terminal in accordance with the operation of the respondent. . 11. A help desk system for transmitting and receiving data between a plurality of terminals via a management server connected to a network, wherein the management server updates the data with an access from the terminal. Storage means for storing and updating the data by the storage means, and transmission means for transmitting update data based on the access content to a predetermined mail address by e-mail. A backup server comprising: an update storage unit that updates and stores data based on the update data transmitted by the help desk system.