JP4512103B2 - Help desk system - Google Patents

Description

The present invention relates to a FAQ creation method and a FAQ update method in a help desk system for questions and answers regarding goods or services between a plurality of terminals connected via a help desk server on a network.

2. Description of the Related Art Conventionally, help desk systems that use a computer network to answer questions about products or services between companies and customers have been used. In such a help desk system, when a question is received from a customer, an administrator of the company selects an answerer appropriate for the question content, and the answerer responds to the question one by one.

The contents of questions and answers conducted in the past in such a help desk system are made into a manual on paper media by the administrator in preparation for the same type of question later, and are referred to when the answerer answers a new question. As a result, the efficiency of the support work is improved. Alternatively, these questions and answers are accumulated in a database, frequently asked questions and answers are extracted, and FAQs (Frequently Asked Questions) are disclosed to third parties, thereby solving potential questions in advance. (See, for example, Patent Document 1).

As a method for creating this FAQ, the person in charge of FAQs creates FAQs based on the questions and answers recommended as frequently asked questions by the person in charge of the help desk system, and manages them as necessary. After obtaining approval from related parties such as engineers and engineers, it is disclosed to a third party through a homepage (hereinafter referred to as “HP”) established on the network. Here, when the contents of questions in FAQs are complicated, it is necessary to obtain approval from related parties with multiple specialized knowledge before the FAQ is released, and approval is obtained across multiple departments and companies. Sometimes it was necessary. Therefore, in the conventional FAQ creation method, the created FAQ is printed on a paper medium and circulated, or the contents of the FAQ are presented using a mailing list or the like that simultaneously distributes information to a specific user, Approved for the FAQ that was created.

JP 2002-157445 A

However, in the conventional FAQ creation method, for example, when the contents of the FAQ are circulated by paper media, the circulation may be delayed at a specific person's place, or the circulation may be skipped. I was unable to receive it reliably and quickly. In addition, when presenting the contents of FAQs using a mailing list, etc., it was not possible to confirm whether or not each person browsed, and it was necessary to exchange frequently, so it took time and effort to obtain approval. There was a problem that it took time. In such a situation, the FAQ may be released without obtaining the necessary approval, and inaccurate information may be provided to the user.

Also, FAQs once released to the HP will continue to be released even if they are not used at all, or even if there are changes in the answers to questions over time, There is a case where the information is disclosed without being corrected, and there is a problem that information desired by the user cannot be provided accurately and the satisfaction of the user is lowered.

An object of the present invention is to improve the reliability of information by promptly and reliably performing a series of processes related to creation, approval, publication, and update of a FAQ published in a help desk system, and promptly provide a useful FAQ. It is to provide a help desk system that can be made public.

The present invention for solving the above problems has the following configuration.
(1) a help desk server that opens a help desk site on the network for accepting questions and answers;
An operator terminal that includes an input unit and a display unit, and is connected to the help desk server to transmit and receive data related to FAQ creation;
An approver terminal that includes an input unit and a display unit, and transmits and receives data relating to FAQ approval created by connecting to the help desk server;
An administrator terminal that includes an input unit and a display unit, connects to the help desk server, and transmits and receives data related to FAQ creation, approval, update, recommendation, and rule setting;
An answerer terminal comprising an input part and a display part, connected to the help desk server, and sending and receiving data relating to questions, answers to questions and recommending questions as FAQs;
A questioner terminal connected to the help desk server to send and receive data relating to the question, the answer to the question, and whether or not the FAQ is helpful;
FAQ database for storing information transmitted and received between each of the creator terminal, the approver terminal, the administrator terminal, and the respondent terminal;
A help desk system comprising:
An FAQ management site that is established on a network in a limited area and manages data transmitted and received between each terminal of the creator terminal, the approver terminal, the manager terminal, and the respondent terminal;
FAQ provisional creation screen creation means for creating a FAQ provisional creation screen provided with an item for inputting a question content and an item for inputting a candidate answer to a question when a provisional request for FAQ is received from the creator terminal ,
Provisional creation screen transmission means for transmitting the FAQ provisional creation screen to the requested terminal;
When receiving a FAQ provisional creation screen in which one or two or more answer candidates for a question are input from the creator terminal, select a check box for selecting one answer candidate that seems to be optimal for a plurality of answer candidates. A voting screen creation means for creating an answer candidate voting screen provided and notifying that the voting site is being voted on;
A voting screen transmitting means for transmitting an answer candidate voting screen to the requested terminal when there is a request for an answer candidate voting screen from any of the creator terminal, the approver terminal, the administrator terminal, or the respondent terminal; ,
When receiving the answer candidate voting screen instructing the best answer candidate selected by the voter, input a voting comment to input the reason for voting for the selected answer candidate or a point as a recommendation degree on the corresponding terminal A voting comment input screen sending means for creating a screen and sending it to the corresponding terminal;
A voting reason storage means for storing the received voting reason or recommendation point in the FAQ database when receiving a voting comment input screen in which the voting reason or recommendation point is input;
Voting deadline means to close the voting when a predetermined voting deadline has passed,
When the voting deadline means voting is closed, the voting results are totaled and displayed in the order of the number of votes, the recommendation level and the reason for voting are displayed for each answer candidate, and an instruction to create FAQ is input. A voting result screen creating means for generating a voting result screen for displaying an instruction section for,
A voting result screen sending means for sending a voting result screen to the creator terminal;
An area for inputting the question content and the answer to the question, in which text data is input in advance based on the voting result of the answer candidate when an instruction to create a FAQ based on the voting result is received from the creator terminal And a FAQ creation screen generating means for generating a FAQ creation screen provided with an area for inputting a disclosure rule that specifies whether or not a publication date, a period, and approval of publication are required.
FAQ creation screen sending means for sending a FAQ creation screen to the creator terminal;
FAQ and public data storage means for storing FAQ text data and publication rules in a FAQ database when receiving a FAQ creation screen in which the contents of the question modified from the creator terminal and the answers to the questions or the publication rules are input ,
If the publishing rule is a rule that requires FAQ approval, an FAQ approval screen having an area for displaying the contents of the question and an answer to the question and an instruction unit for transmitting an approval request for approval of the FAQ is displayed. FAQ reference screen creation means to be created;
FAQ reference screen transmission means for transmitting the FAQ reference screen to the approver terminal;
FAQ approval screen generation means having an item in which a question content and an answer to the question are displayed and a check box for the approver to select to publish the FAQ when an approval request for FAQ is received from the approver terminal When,
FAQ approval screen transmission means for transmitting the FAQ approval screen to the approver terminal;
An approval result storage means for acquiring the approval result and storing it in the FAQ database when the FAQ approval screen is received;
FAQ publishing means for publishing the FAQ on the help desk site when the release of the FAQ is approved from the stored approval result;
A release period determining means for determining whether a published FAQ satisfies a release rule that the release period has not passed when an FAQ update instruction is received from an administrator terminal;
Evaluation number discrimination means for discriminating whether or not the release rule that the evaluation “not helpful” does not exceed a predetermined number is satisfied for the FAQ;
An access number determination means for determining whether or not the public rule that the number of accesses to the FAQ has reached a predetermined number is satisfied;
When it is determined that all of the disclosure period determination unit, the evaluation number determination unit, and the access number determination unit satisfy the disclosure rule, the continuous disclosure unit that continuously performs the disclosure,
If it is determined that the disclosure rule of the disclosure period determination unit is not satisfied, a FAQ non-disclosure unit that makes the corresponding FAQ private,
If it is determined that the disclosure rule of either the evaluation number determination means or the access number determination means is not satisfied, the question contents regarding the FAQ requesting confirmation, the area for displaying the answer contents, and “FAQ” as the confirmation instruction A confirmation request screen creating means for creating a confirmation request screen provided with a check box for selecting either “correct” or “make the FAQ private”;
A confirmation request screen sending means for sending the created confirmation request screen to the corresponding creator terminal;
A correction instruction discriminating means for receiving a confirmation request screen from the creator terminal and discriminating whether or not an instruction to correct the FAQ has been input;
A non-public means for making a FAQ private when an instruction to make the FAQ is not inputted and an instruction to make the FAQ private is inputted;
A FAQ correction screen creating means for creating a FAQ correction screen provided with an area for displaying the FAQ and an area for inputting the FAQ correction when an instruction to correct the FAQ is input;
A modified FAQ storage means for storing the modified FAQ in the FAQ database when receiving the FAQ modification screen in which the modified FAQ is input;
A corrected FAQ approval screen generating means having an item in which the corrected FAQ is displayed and a check box for the approver to select to publish the corrected FAQ;
A modified FAQ approval screen transmission means for transmitting a corrected FAQ approval screen to the approver terminal;
A correction approval result storage means for acquiring an approval result and storing it in the FAQ database when a correction FAQ approval screen is received;
A corrected FAQ publishing means for publishing a corrected FAQ to the help desk site when the release of the FAQ is approved from the stored approval result;
Help desk system characterized by having

(2) The FAQ provisional creation screen further includes an item for inputting whether or not to solicit answer candidates from other users, and an item for inputting a period for recruitment.
Recruitment notification means for notifying that the answer candidate is being recruited on the FAQ management screen;
When recruiting answer candidates, answer candidate recruiting screen for creating answer candidate recruiting screen provided with question contents, items to display answer candidate contents for questions, and creation instruction section to input instructions to create answer candidates Creating means;
An answer candidate recruiting screen transmitting means for transmitting an answer candidate recruiting screen to a corresponding terminal when receiving a request for viewing the answer candidate recruiting screen via the FAQ management screen;
When a candidate input request is received from the terminal on the answer candidate recruiting screen, an answer candidate input screen for creating an answer candidate input screen provided with an item for displaying the question content and an item for inputting an answer candidate for the question Creating means;
An answer candidate input screen transmitting means for transmitting an answer candidate input screen to a corresponding terminal when an input request for an answer candidate is received from the terminal;
An answer candidate storage means for acquiring an answer candidate from the received answer candidate input screen and storing it in the FAQ database when the answer candidate input screen in which the answer candidate is input is received from the terminal;
A deadline for recruiting answer candidates when the period for recruiting answer candidates has passed,
The help desk system according to (1), wherein the voting screen creation means starts creating an answer candidate voting screen after the recruitment is closed.

According to the present invention, when frequently asked questions and answers in the help desk system are published as FAQs on the network, it is possible to create FAQs based on accurate and appropriate information, and approval by a plurality of parties concerned. Can be provided promptly and reliably, a FAQ with high information reliability. Also, by opening up the FAQ creation process to the parties concerned and sharing the information, it is possible to extract useful information and increase the information value of the FAQ. Furthermore, customer satisfaction can be improved by shortening the period from the creation of FAQ to the release and improving the reliability of information.

Further, according to the present invention, the FAQ published in the help desk system is verified based on the access log, the publication period, the evaluation given by the user, the preset publication rule, etc., and the publication period has passed. If the predetermined condition is not satisfied, the FAQ is corrected or the FAQ is not disclosed. Accordingly, it is possible to always provide accurate and up-to-date information to the user without publishing information that is outdated after the publishing period or an FAQ with low usage.

A help desk system 100 according to an embodiment to which the present invention is applied will be described below with reference to FIGS. However, the scope of the invention is not limited to the illustrated examples.

First, the configuration of the present embodiment will be described.
FIG. 1 is a diagram showing a schematic configuration of a help desk system 100. In FIG. 1, a help desk system 100 includes a help desk server 1, a creator terminal 2, approver terminals 3a to 3c (hereinafter collectively referred to as “approver terminal 3”), an administrator terminal 4, and a respondent terminal. The interrogator terminal 6 and the like are configured, and the devices are connected via the network N so that information can be transmitted and received between them.

The network N includes a telephone line network, an ISDN (Integrated Services Digital Network) line network, a dedicated line, a mobile communication network, a communication satellite line, a CATV line network, and various communication lines such as an Internet service provider base station that connects them. including. The network N only needs to be connectable at any time and does not need to be always connected. In addition, the network N is preferably a network that secures security accessible only by a specific user from the viewpoint of reliability of information management. Furthermore, although the connection lines between the terminals are illustrated as wired lines, these may be wireless lines.

The network N connecting the help desk server 1, the creator terminal 2, the approver terminal 3, and the respondent terminal 5 may be an intranet that is a network in a limited area such as a LAN.

Next, each part which comprises the help desk system 100 is demonstrated.

The help desk server 1 is a device managed by a service company that manages and operates the help desk system 100. The help desk server 1 is connected to the network N via a proxy server (not shown) that is a firewall that restricts information to pass through, and is a creator terminal 2, an approver terminal 3, an answerer terminal 5, and a questioner terminal 6. Centrally manages data exchanged between each terminal.

Specifically, the help desk server 1 opens a help desk site on the network for accepting questions and answers about products or services provided by the company between the company and the customer, and the questioner terminal 6 and the respondent terminal 5 Manages data sent to and received from. In addition, FAQs are created and approved based on questions and answers conducted at the help desk site, and a FAQ management site for opening and releasing FAQs on the help desk site is established on a network in a limited area. Then, data transmitted and received between the specific creator terminal 2, the approver terminal 3, the manager terminal 4, and the respondent terminal 5 are managed. The help desk server 1 also includes a FAQ database (hereinafter referred to as “DB”) 10a and a Q & ADB 10b for managing the above-described data.

The help desk server 1 will be described in detail with reference to FIG. FIG. 2 is a block diagram showing a main configuration of the help desk server 1. As shown in FIG. 2, the help desk server 1 includes a CPU 11, an input unit 12, a display unit 13, a transmission control unit 14, a RAM 15, a storage unit 16, and the like, and each unit is connected by a bus 17.

A CPU (Central Processing Unit) 11 controls each part in the help desk server 1 based on various control programs that realize functions as a management server stored in the storage unit 16, and functions as the help desk server 1. To realize.

Specifically, when the CPU 11 receives information transmitted from the creator terminal 2, the approver terminal 3, the responder terminal 5, and the questioner terminal 6, the FAQ approval setting processing program, FAQ release preparation from the storage unit 16 described later. The processing program, the FAQ temporary creation processing program, the FAQ approval processing program, and the FAQ update processing program are read out, and the later-described FAQ approval setting processing, FAQ release preparation processing, FAQ temporary creation processing, FAQ approval processing, and FAQ update processing are executed. Various processes will be described in detail later.

The input unit 12 includes a keyboard having kana / alphanumeric input keys, cursor keys, various function keys, and the like, and a mouse which is a pointing device. The operation signal is output to the CPU 11 as an input signal.

The display unit 13 is configured by a CRT (Cathode Ray Tube), an LCD (LiquiID Crystal Display), or the like, and performs screen display of various display data according to instructions of display signals input from the CPU 11.

The transmission control unit 14 is an interface that can be connected to a transmission medium connected to various networks such as a LAN (Local Area Network), a WAN (WIDe Area Network), or the Internet. Specifically, it is composed of a modem (MODEM: Modulator / DEModulator) or a terminal adapter (TA: Terminal Adapter), etc., and externally via a communication line such as a telephone line, ISDN line, wireless communication line, dedicated line, CATV line, etc. Control to communicate with the device.

A RAM (Random Access Memory) 15 forms a work area for temporarily storing various programs executed by the CPU 11, data processed by these various programs, and the like.

The storage unit 16 includes a storage medium (not shown) in which programs, data, and the like are stored in advance, and the storage medium is configured by a magnetic or optical recording medium or a semiconductor memory. This storage medium is fixedly attached to the storage unit 16 or is detachably mounted. This storage medium is processed by a system program, various processing programs corresponding to the system, and various processing programs. Store the data.

In addition, a part or all of the programs, data, and the like stored in the recording medium are received from the transmission control unit 14 via other network devices such as WAN and LAN from other devices such as servers and clients and stored. Further, the recording medium may be a recording medium of a server built on a network. Further, the program may be transmitted to a server or a client via a transmission medium such as a network line and installed in these devices.

The FAQ DB 10a is a database that stores information transmitted and received between each terminal of the creator terminal 2, the approver terminal 3, the administrator terminal 4, and the respondent terminal 5 in order to create, approve, publish, and update the FAQ. is there. With reference to FIG. 3, the data structure of FAQDB10a is demonstrated. As shown in FIG. 3, the FAQ DB 10a stores information related to FAQs by classifying them into log data 101a, point data 102a, content data 103a, user data 104a, and setting data 105a.

The log data 101a stores, for each FAQ, data such as the ID of the user who has accessed the FAQ published on the help desk site, the date and time of browsing, the number of times of browsing, and the presence / absence of points. Further, the log data 101a stores, as an access log, IDs of creators, approvers, managers, respondents who have accessed the FAQ management site, browsing dates, browsing counts, points, whether or not comments are added, and the like.

The point data 102a stores, for each FAQ, evaluations given to the FAQ by the user on the help desk site (for example, “referenced”, “not helpful”, etc.). In addition, in the FAQ provisional creation process, the vote result when the answer candidate is voted, the points (for example, “recommendation degree”, etc.) given to the circulation candidates, and the FAQ created in the FAQ approval process. The approval / rejection granted (for example, “OK”, “NG”, etc.) is stored. Furthermore, the number of times of recommendation when questions and answers are recommended as FAQs is stored.

The content data 103a stores information on FAQs such as provisionally created or created FAQs, comments from approvers to FAQs, corrected FAQs, and recommended Q & As as text data or image data.
The user data 104a stores user information of users registered in the FAQ management site. Specifically, the user information includes an ID, password, name, age, occupation, gender, job title, e-mail address, telephone number, authority allowed for the user, and the like. Here, the authority granted to the user includes, for example, authority granted as a creator, an approver, an administrator, a key man, a temporary creator, a recommender, etc., set for each category.
The setting data 105a stores setting conditions such as an approval team set in the FAQ approval setting process, an approval rule, and a disclosure rule set at the time of FAQ creation.

The Q & ADB 10b classifies the information related to the question and answer sent and received between the questioner terminal 6 and the respondent terminal in the above-mentioned help desk site between the company and the customer into log data, point data, content data, and user data. It is a database to memorize.

The log data 101b includes the ID of the user who viewed the help desk site, the date and time of browsing, the number of times of browsing, the presence or absence of points, which category the user has visited, or which site the site has transitioned from, etc. I remember the data.
The point data 102b stores points acquired by the user at the help desk site. It also stores how many points are given by which user.

The content data 103b stores information on questions, answers, and reports posted on the help desk site as text data or image data.
The user data 104b stores user information of users registered as members in the site. Specifically, the user information includes ID, password, name, age, occupation, annual income, gender, job title, e-mail address, telephone number, specialized field, job type, specialty field, earned points, and the like.

Next, the creator terminal 2 will be described. The creator terminal 2 includes, for example, a general-purpose personal computer (PC), a notebook PC, a PDA (Personal Digital Assistant), a mobile phone, and the like, and a user who has access authority to the FAQ management site as a FAQ creator. It is a managed terminal. Here, since the main part configuration of the creator terminal 2 is substantially the same as the main part configuration of the help desk server 1 described above, the same reference numerals are given to the respective constituent parts, and the illustration and description of the configuration are as follows. Omitted. That is, the creator terminal 2 includes a CPU 11, an input unit 22, a display unit 23, a transmission control unit 24, a RAM 25, a storage unit 26, and the like, and each unit is connected by a bus 27.

Specifically, the CPU 21 of the creator terminal 2 reads and activates browser software for browsing a Web page from the storage unit 26 in response to an instruction input via the input unit 22, and sends the browser software to the help desk server 1. Execute the connection process. Then, a FAQ management site established by the help desk server 1 is accessed, and a series of processing relating to FAQ creation is executed.

Next, the approver terminal 3 will be described. The approver terminal 3 is composed of a general-purpose PC, a notebook PC, a PDA, a mobile phone, and the like, similar to the creator terminal 2, and is managed by a user who has access authority to the FAQ management site as an FAQ approver. It is a terminal. In addition, since the main part configuration of the approver terminal 3 is substantially the same as the main part configuration of the help desk server 1 described above, the same reference numerals are given to the respective constituent parts, and the illustration and description of the configuration are omitted. To do. That is, the approver terminal 3 includes a CPU 31, an input unit 32, a display unit 33, a transmission control unit 34, a RAM 35, a storage unit 36, and the like, and each unit is connected by a bus 37.

Specifically, the CPU 31 of the approver terminal 3 reads out and activates browser software for browsing the Web page from the storage unit 36 in response to an instruction input via the input unit 32, and sends it to the help desk server 1. Execute the connection process. Then, the FAQ management site established by the help desk server 1 is accessed, and a series of processes relating to the approval of the created FAQ is executed.

Next, the administrator terminal 4 will be described. As with the creator terminal 2 or the approver terminal 3, the administrator terminal 4 is a terminal configured by, for example, a general-purpose PC, a notebook PC, a PDA, a mobile phone, or the like. The administrator terminal 4 is managed by a user who has all access rights permitted in the FAQ management site as an administrator who comprehensively manages the FAQ site.

Further, since the main part configuration of the administrator terminal 4 is substantially the same as the main part configuration of the help desk server 1 described above, the same reference numerals are given to the respective constituent parts, and illustration and description of the configuration are omitted. To do. That is, the administrator terminal 4 includes a CPU 41, an input unit 42, a display unit 43, a transmission control unit 44, a RAM 45, a storage unit 46, and the like, and each unit is connected by a bus 47.

Specifically, the CPU 41 of the administrator terminal 4 reads out and activates browser software for browsing a Web page from the storage unit 46 in response to an instruction input via the input unit 42, and sends it to the help desk server 1. Execute the connection process. Then, on the FAQ management site established by the help desk server 1, a series of processing relating to FAQ creation, approval, update, recommendation, and rule setting is executed.

Next, the respondent terminal 5 will be described. The respondent terminal 5 includes, for example, a general-purpose PC, a notebook PC, a PDA, a mobile phone, etc., like the creator terminal 2, the approver terminal 3, or the administrator terminal 4. The respondent terminal 5 has an access right to the help desk site as an answerer who answers the question on the help desk site, and an access right to the FAQ management site in order to recommend the posted question as an FAQ candidate. It is a terminal managed by a user having

Further, since the main part configuration of the respondent terminal 5 is substantially the same as the main part configuration of the help desk server 1 described above, the same reference numerals are given to the respective constituent parts, and the illustration and description of the configuration are omitted. To do. That is, the respondent terminal 5 includes a CPU 41, an input unit 42, a display unit 43, a transmission control unit 44, a RAM 45, a storage unit 46, and the like, and each unit is connected by a bus 47.

Specifically, the CPU 41 of the respondent terminal 5 reads out and activates browser software for browsing the Web page from the storage unit 46 in response to an instruction input via the input unit 42, and sends it to the help desk server 1. Execute the connection process. Then, in the help desk site or FAQ management site established by the help desk server 1, processing for answering the question or processing for recommending the posted question as FAQ is executed.

In the above configuration, the plurality of terminals are classified as the creator terminal 2, the approver terminal 3, the administrator terminal 4, and the respondent terminal 5, but these are convenient classifications for explaining the respective functions. . That is, each terminal is configured to have a function as a terminal when the user has any authority as a creator, an approver, an administrator, or an answerer. Therefore, when the user who manages each terminal has the authority as a creator, an approver, an administrator, or an answerer, the configuration in which the creator terminal 2 also functions as the administrator terminal 4 or the approver terminal 4 is configured to also serve as the function of the creator terminal 2.

Further, the interrogator terminal 6 is composed of, for example, a general-purpose PC, a notebook PC, a PDA, a mobile phone, and the like, similar to the terminals 2 to 5 described above, by a user such as a customer who makes a question on the help desk site. It is a managed terminal. The questioner terminal 6 accesses a help desk site established by the help desk server 1 in accordance with an instruction from the user, and asks questions about products and services. In addition, the FAQ disclosed on the help desk site is browsed, and the FAQ is evaluated (for example, “referenced”, “not helpful”, etc.).

Next, the operation of the present embodiment will be described.
A program for realizing each function described in the flowchart shown below is stored in the storage unit 16 of the help desk server 1 in the form of a readable program code, and the CPU 11 follows the program code. Perform operations sequentially. It is also possible to execute operations peculiar to this embodiment by using programs / data supplied from a CD-ROM, DVD-ROM or the like (not shown).

As a premise that each process shown below is executed, each terminal accessing the FAQ management site established by the help desk server 1 transmits an ID and a password unique to the user who operates each terminal to the help desk server 1. It is assumed that login authentication is performed by the help desk server 1. That is, the subsequent access is permitted according to the authority each user has.

First, FAQ approval setting processing for setting an approval rule and approval team for FAQ approval by performing transmission and reception of information between the help desk server 1 and the administrator terminal 4 will be described. FIG. 4 is a flowchart showing the FAQ approval setting process executed by the CPU 11 of the help desk server 1. As shown in FIG. 4, when the CPU 11 of the help desk server 1 receives a request for an approval setting screen from the administrator terminal 4 via the network N (step S1; YES), an approval setting screen described later (see FIG. 9). ) Is transmitted to the administrator terminal 4 (step S2).

FIG. 9 is a diagram showing an example of an approval setting screen 131 for inputting an approval team and approval rule setting instruction. As shown in FIG. 9, the approval setting screen 131 displays an instruction unit for instructing “new creation”, “batch deletion”, and “batch change”, a set approval team, and the name of the approval rule. There are provided check boxes for selecting items, approval teams, and approval rules.

The “new creation” instruction unit inputs an instruction to transmit a setting request for setting a new approval team or approval rule to the help desk server 1. In addition, the “collective deletion” instruction section sends an approval team whose check box is checked and an approval rule deletion request to the help desk server 1, and the “batch change” instruction section displays an approval whose check box is checked. An instruction to transmit a request to change the team and approval rules to the help desk server 1 is input. Further, when the name of the set approval team and approval rule is designated, the details of the corresponding approval team and approval rule can be viewed.

Next, returning to step S3 in FIG. 4, the CPU 11 determines whether or not an approval team setting request has been received on the approval setting screen 131 (step S3), and if an approval team setting request has been received (step S3). YES), the CPU 11 transmits an approval team setting screen (see FIG. 10) described later to the administrator terminal 4 (step S4).

FIG. 10 is a diagram showing an example of an approval team setting screen 132 for inputting approval team setting conditions. As shown in FIG. 10, on the approval team setting screen 132, as a person in charge of the setting name and the approval team, FAQ recommender, FAQ temporary creator, FAQ creator, FAQ approver, FAQ approval keyman, FAQ administrator are displayed. An item for input is provided. In the setting name item, for example, a team name unique to each approval team to be set, such as a default team or a product FAQ team, is input. In addition, an ID of a person in charge who is authorized for each team is input to each item of FAQ recommender, FAQ temporary creator, FAQ creator, FAQ approver, FAQ approval keyman, and FAQ administrator. . That is, the weighting according to the authority permitted for each person in charge is made. Then, by operating a “setting” instruction section provided at the bottom of the screen, the input setting conditions are transmitted to the help desk server 1.

The setting conditions for the approval team described above are examples in the present embodiment, and various other setting conditions can be added. In addition, the weight of the person in charge is not limited to the above-described example, and the person in charge can be weighted by combining various authorities.

Next, returning to step S5 in FIG. 4, when the CPU 11 receives a team setting screen in which necessary items are input from the administrator terminal 4 (step S5), the setting conditions of the approval team (for example, setting name, FAQ recommender) FAQ provisional creator, FAQ creator, FAQ approver, FAQ approval keyman, FAQ administrator, etc.) are acquired and stored in the setting data 105a of the FAQ DB 10a to set the approval team (step S6). Subsequently, the CPU 11 determines whether a rule setting request is received on the approval setting screen (step S7). When the rule setting request is received (step S7; YES), the CPU 11 transmits an approval rule setting screen (see FIG. 11) described later to the administrator terminal 4 (step S8).

FIG. 11 is a diagram showing an example of an approval rule setting screen 133 for inputting approval rule setting conditions. As shown in FIG. 11, the approval rule setting screen 133 is provided with items for inputting periods 1 and 2, key persons 1 and 2, and approvers 1 and 2 as setting names and approval rules. In the setting name item, for example, a unique rule name is input for each approval rule to be set, such as a default rule or a product FAQ rule.

Approval rule items include check boxes for instructing the validity / invalidity of each rule, an item for inputting a specified date or a specified ratio, an item for inputting the priority of the rule to be applied, an item for displaying a reversion condition, An item for displaying conditions for preparation for release is provided.

For example, if the check box of period 1 is set to “valid”, “7” is input to the numerical value input item, and “1” is input to the priority order input item, 7 days after the FAQ approval process is started A rule for sending back the FAQ to the creator terminal 2 is set. In addition, detailed approval rules can be set by combining various rules and applying priorities.

The approval rule setting conditions described above are merely examples in the present embodiment, and various other setting conditions can be added. For example, as a constraint condition, if at least one keyman does not give OK, a condition such that the approval of another approver becomes invalid may be added.

Next, returning to step S9 in FIG. 4, when the approval rule setting screen in which necessary items are input is received from the administrator terminal 4 (step S9), the CPU 11 sets the approval rule setting conditions (for example, setting name, period, Key man, conditions relating to the approver, etc.) are acquired and stored in the setting data 105a of the FAQDA 10a, and the approval rule is set (step S10). Further, the CPU 11 determines whether or not a setting confirmation request has been received from the administrator terminal 4 (step S11). If a setting confirmation request has been received (step S11; YES), a setting confirmation screen described later (FIG. 12) is transmitted to the administrator terminal 4 (step S12).

FIG. 12 is a diagram illustrating an example of a setting confirmation screen 134 for confirming the set approval team and the approval rule. Note that the approval team and the approval rules set in the above processing are appropriately arranged in categories according to instructions from the administrator terminal 4, and the setting confirmation screen 134 is configured to be able to simultaneously confirm the arranged categories. ing. As shown in FIG. 12, the setting screen screen 134 is provided with items for displaying categories, arrangement teams, arrangement rules, and selection items for inputting setting instructions for the categories to be arranged.

For example, in the “repair” category, “default team” is set as the placement team, and “default rule” is set as the placement rule. Thereby, when the FAQ belonging to the category for repair is approved, the FAQ is approved by the person in charge of the “default team”, and the “default rule” is applied to the approval. When a category name is instructed, FAQs belonging to the corresponding category are displayed in a list, and when a selection item setting instruction section is instructed, the arrangement team and arrangement rule set in the category are changed. It has a configuration that can.

Further, returning to step 13 in FIG. 4, the CPU 11 determines whether or not an instruction to end the FAQ approval setting process is received from the administrator terminal 4 (step S13), and receives an instruction to end the FAQ approval setting process. If so (step S13; YES), the FAQ approval setting process is terminated. When a request for executing other processing is received (step S13; NO), processing corresponding to the received request is executed.

Next, FAQ release preparation processing executed between the creator terminal 2, the approver terminal 3, the administrator terminal 4, and the respondent terminal 5 under the management of the help desk server 1 will be described. With reference to the flowchart shown in FIG. 5, the FAQ publication preparation process executed by the CPU 11 of the help desk server 1 will be described. As shown in FIG. 5, the CPU 11 determines whether or not a new FAQ creation request has been received from the creator terminal 2 via the network N (step S <b> 21), and a new FAQ creation request has not been received. (Step S21; NO), it is determined whether or not a FAQ recommendation request has been received from the respondent terminal 5 (Step S22).

Here, on the help desk site, a Q & A release screen (not shown) published for each Q & A is provided with a recommendation instruction section such as “Recommend this Q & A to FAQ”. When the recommendation instruction unit is instructed, the question and answer displayed on the Q & A disclosure screen are transmitted to the help desk server 1 as a recommendation request.

When the CPU 11 receives the recommendation request from the respondent terminal 5 (step S22; YES), the CPU 11 creates a recommendation request screen (see FIG. 13) including the question and answer received as the recommendation request, and the respondent terminal. 5 (step S23).

FIG. 13 is a diagram showing an example of a recommendation request screen 135 for inputting information necessary for recommending a Q & A. As shown in FIG. 13, in the upper part of the recommendation request screen 135, a FAQ number for managing the recommended Q & A as a FAQ, the date and time when the Q & A was recommended, the creator of the recommendation request, the display date and time of the screen, the question Items for displaying the title, the question content, the main category to which the Q & A belongs, the subcategory, and the URL of the help desk site where the original Q & A was published. Since the original Q & A may not be disclosed on the help desk site, the URL of the help desk site is blank in this case.

In the lower part of the recommendation request screen 135, an item for displaying an answer to the question and a URL indicating the location of the reference information, and an item for inputting the main category and sub category of the created FAQ are provided. Accordingly, the respondent who recommended the Q & A inputs the main category and subcategory of the created FAQ, and transmits a recommendation request screen 135 to the help desk server 1. The main category and sub-category may be configured so that the recommended Q & A inherits the category to which the help desk system belonged as it is, or the category is automatically selected by performing a syntax search of the recommended Q & A. It may be configured to.

Next, returning to step S24 in FIG. 5, upon receiving the recommendation request screen 135 in which necessary items are input from the respondent terminal 5 (step S24), the CPU 11 stores the recommended Q & A in the FAQ DB 10a. Here, as information stored in the FAQ DB 10a, text data of Q & A is stored in the content data 103a, and the ID of the recommender is stored in the log data. In addition, the CPU 11 acquires previously recommended Q & A from the FAQ DB 10a, and totals the recommended Q & A (step S25). And CPU11 produces | generates the recommendation list display screen (not shown) which displays the list of recommended Q & A, and transmits to the creator terminal 2 (step S26). The recommendation list display screen is open to the FAQ management site and can be browsed in response to a request from a terminal that can access the FAQ management site.

Further, when the CPU 11 receives an instruction for requesting details of each recommended Q & A from the creator terminal 2 via the transmitted recommendation list display screen (not shown), the recommended Q & A screen displaying the designated Q & A. (Not shown). Note that this recommendation Q & A screen (not shown) is one in which the main category and subcategory on the recommendation request screen 135 described above are displayed as fixed information.

Subsequently, the CPU 11 determines whether or not a temporary provision request for FAQ has been received from the creator terminal 2 (step S27). When the temporary request for preparation of FAQ has been received (step S27; YES), the temporary provisional FAQ described later is obtained. A creation process (see FIG. 6) is executed.

In this FAQ temporary creation process, under the management of the help desk server 1, the FAQ temporarily created from the creator terminal 2 is made public to each terminal, and input of answer candidates from each terminal to the provisionally created FAQ is performed. This is a process for voting for answer candidates. With reference to the flowchart shown in FIG. 6, the FAQ temporary creation process executed by the CPU 11 of the help desk server 1 will be described. As shown in FIG. 6, the CPU 11 transmits a FAQ provisional creation screen (see FIG. 14) to be described later to the creator terminal 2 that has received the provisional creation request for FAQ (step S <b> 41).

FIG. 14 is a diagram showing an example of a provisional FAQ creation screen 136 for inputting a provisional draft of a FAQ. As shown in FIG. 14, an area for inputting information regarding a question is provided in the upper part of the FAQ temporary creation screen 136, and in this area, a FAQ number for managing as a FAQ, a date and time when a Q & A is recommended, a question Creator, the item for displaying the display date and time of the screen, the title of the question, the content of the question, the main category to which the FAQ belongs, the subcategory, the URL of the help desk site where the original Q & A was published, An item for inputting a comment is provided.

In the middle of the FAQ temporary creation screen 136, an area for inputting information related to answer candidates is provided. In this area, answer candidates for the question, URL indicating the location of reference information, and description of reference information are provided. , An item for inputting a comment is provided, and an addition instruction unit for inputting an instruction to add an answer candidate and a deletion instruction unit for inputting an instruction to delete the answer candidate are provided below the item. Yes. It is possible to create a plurality of answer candidates by operating this addition instruction unit. Further, in the lower part of the FAQ provisional creation screen 136, an item for inputting whether or not to recruit answer candidates from other users and an item for inputting a period for recruiting answer candidates are provided. .

Therefore, the creator who creates the FAQ on the FAQ temporary creation screen 136 uses the question title, the question content, the main category, the sub category, the URL of the original Q & A, the answer candidate, the reference URL, the comment, and the answer candidate. The presence / absence of recruitment and the answer candidate recruitment period are entered and transmitted to the help desk server 1.

Next, returning to step S42 in FIG. 6, the CPU 11 receives a FAQ provisional creation screen in which necessary items are input (step S42). Next, the CPU 11 determines whether or not to recruit answer candidates to other users (step S43), and when not recruiting answer candidates to other users (step S43; NO), the CPU 11 proceeds to step S48. . That is, the creator creates a plurality of answer candidates on the above-described FAQ provisional creation screen 136, and accepts votes from other users for the answer candidates.

On the other hand, when recruiting answer candidates (step S43; YES), the CPU 11 obtains necessary information from the FAQ provisional creation screen and generates a later-described answer candidate recruitment screen (see FIG. 15). Further, the CPU 11 notifies the FAQ management screen (see FIG. 24), which will be described later, that an answer candidate is being recruited (step S43). And CPU11 will transmit the reply candidate recruitment screen (refer FIG. 15) mentioned later to a terminal, if the browsing request | requirement of a reply candidate recruitment screen is received from a terminal via this FAQ management screen.

FIG. 15 is a diagram illustrating an example of an answer candidate recruiting screen 137 for recruiting answer candidates. As shown in FIG. 15, in the upper part of the answer candidate recruiting screen 137, a message indicating that a candidate for answer is currently being recruited is displayed, and below that, a date until the end of the recruitment is displayed. On the right side, the number of views showing the number of times the screen has been displayed on the terminal of another user, the number of entries showing the number of posted answer candidates, and the total number of votes voted for each answer candidate The number of votes is displayed.

The middle part of the answer candidate recruiting screen 137 is provided with an area for displaying information related to the question. In this area, a FAQ number for managing as a FAQ, the date and time when the FAQ was created, the creator of the FAQ, the question The title, the question content, the main category to which the FAQ belongs, the sub-category, the URL of the help desk site where the original Q & A was published, and items for displaying comments are provided.

Further, in the lower part of the answer candidate recruiting screen 137, an area for displaying information on answer candidates is provided, and in this area, items for displaying the contents of the answer candidates for the question and comments are provided. Below that, there are provided a correction instruction section for inputting an instruction for correcting an answer candidate and a creation instruction section for inputting an instruction for generating an answer candidate. Therefore, a user who posts an answer candidate transmits an answer candidate input request to the help desk server 1 by operating the creation instruction unit on the answer candidate recruiting screen 137.

Next, returning to step S45 in FIG. 6, when the CPU 11 receives an input request for answer candidates from the terminal on the answer candidate recruiting screen described above (step S45; YES), the answer candidate input screen described later (see FIG. 16). To the corresponding terminal. Note that any terminal capable of inputting answer candidates may be any one of the creator terminal 2, the approver terminal 3, the administrator terminal 4, and the respondent terminal 5 as long as the terminal has access authority to the FAQ management site. Also good.

FIG. 16 is a diagram showing an example of an answer candidate input screen 138 for inputting answer candidates. As shown in FIG. 16, in the upper part of the answer candidate input screen 138, an area for displaying information related to the question is provided. In this area, a FAQ number for managing as a FAQ, the date and time when the FAQ was created, and FAQ , The title of the question, the content of the question, the main category to which the FAQ belongs, the subcategory, the URL of the help desk site where the original Q & A was published, and items for displaying comments. The middle part of the answer candidate recruiting screen 138 includes items for displaying the contents of the answer candidates already posted and comments.

Further, in the lower part of the answer candidate input screen 138, an area for inputting information about answer candidates is provided. In this area, answer candidates for the question, URL indicating the location of the reference information, description of the reference information An item for inputting a comment is provided. Therefore, a user who posts an answer candidate inputs an answer candidate, a reference URL, a description of information to be referred to, and a comment on the answer candidate input screen 138, and transmits the answer candidate to the help desk server 1.

Next, returning to step S47 in FIG. 6, the CPU 11 receives the answer candidate input screen 138 in which necessary items have been input (step S47), acquires the answer candidates input from the answer candidate input screen 138, and receives the FAQ DB 10a. Remember me. Here, as the information stored in the FAQ DB 10a, text data of questions and answer candidates is stored in the content data 103a, and the ID of the user who created the question and the ID of the user who created the answer candidate are stored in the log data 101a. The

Further, the CPU 11 determines whether or not to start voting for the answer candidate by closing the answer candidate recruitment according to the elapse of the date for recruiting the answer candidate (step S48). When the due date for recruiting answer candidates has elapsed, the CPU 11 determines that voting is to be started (step S48; YES), and generates an answer candidate vote screen (see FIG. 17) to be described later. Then, the FAQ management screen is notified that answer candidates are being voted (step S49).

When the CPU 11 receives a response candidate vote screen request from the terminal via the FAQ management screen, the CPU 11 transmits the answer candidate vote screen (see FIG. 17) to the terminal. The terminal that can vote for the answer candidate is any one of the creator terminal 2, the approver terminal 3, the administrator terminal 4, and the respondent terminal 5 as long as the terminal has authority to access the FAQ management site. Also good.

FIG. 17 is a diagram showing an example of an answer candidate voting screen 139 for voting on posted answer candidates. As shown in FIG. 17, in the upper part of the answer candidate vote screen 139, a message indicating that the answer candidate is currently being voted is displayed, and below that, a date until the end of the vote is displayed. On the right side, the number of views showing the number of times the screen has been displayed on the terminal of another user, the number of entries showing the number of posted answer candidates, and the total number of votes voted for each answer candidate The number of votes is displayed.

The middle part of the answer candidate voting screen 139 is provided with an area for displaying information on the question. In this area, the FAQ number for managing as a FAQ, the date and time when the FAQ was created, the creator of the FAQ, the question The title, the question content, the main category to which the FAQ belongs, the sub-category, the URL of the help desk site where the original Q & A was published, and items for displaying comments are provided.

Further, in the lower part of the answer candidate voting screen 139, an area for displaying information on answer candidates is provided, and in this area, the URL indicating the contents of a plurality of posted answer candidates and the location of reference information is displayed. Items to be specified and check boxes for instructing optimum answer candidates are provided for each answer candidate. Therefore, the user who votes for the answer candidate selects one answer candidate that seems to be optimal from the displayed answer candidates, checks the corresponding check box, and instructs the help desk server 1 to vote. Send.

Then, returning to step S50 in FIG. 6, when the CPU 11 receives a voting instruction for the answer candidate from the terminal on the answer candidate voting screen 139 described above (step S50; YES), the voting comment input screen described later (see FIG. 18). Is transmitted to the corresponding terminal (step S51).

FIG. 18 is a diagram showing an example of a voting comment input screen 140 for giving points and comments to answer candidates when voting for answer candidates. As shown in FIG. 18, in the upper part of the voting comment input screen 140, text data such as “this is the only” or “this is appropriate” is displayed as the reason for voting, and these are selected as reasons for voting. A check box is provided. Below that, input items for inputting other reasons for voting are provided.

Further, at the lower part of the voting comment input screen 140, points are displayed as stars as recommendation levels, and check boxes for selecting these points are provided. Therefore, the user transmits the reason for voting and the degree of recommendation to the help desk server 1 by selecting the check box for the reason for voting, the check box for the recommendation degree, or inputting the reason for voting in the input item for the reason for voting.

Further, returning to step S52 in FIG. 6, upon receiving the vote comment input screen 140 in which necessary items are input (step S52), the CPU 11 acquires the reason for voting and the recommendation level from the vote comment input screen 140, and answers. The voting instruction, voting reason and recommendation level for the candidate are stored in the FAQ DB 10a. Here, as information stored in the FAQ DB 10a, the answer candidate voting instruction and the ID of the user who issued the voting instruction are stored in the log data 101a, the recommendation degree is stored in the point data 102a, and the voting reason is the content data 103a. Is remembered.

Next, the CPU 11 determines whether or not the voting deadline has passed (step S53). If the voting deadline has passed (step S53; YES), the voting is closed. Then, the voting results are totaled to generate a voting result screen (see FIG. 19) described later, and the voting result screen is transmitted to the creator terminal 2 (step S54).

FIG. 19 is a diagram showing an example of a voting result screen 141 showing voting results for answer candidates. As shown in FIG. 19, a message indicating that the voting result of the answer candidate is determined is displayed on the upper stage of the voting result screen 141. On the right side, the number of views showing the number of times the screen has been displayed on other users' terminals, the number of entries showing the number of posts posted to answer candidates, and the total number of votes voted for each answer candidate The number of votes is displayed.

The middle part of the voting result screen 141 is provided with an area for displaying information related to the question. In this area, the FAQ number for managing the FAQ, the date and time when the FAQ was created, the creator of the FAQ, the question Items for displaying the title, the question content, the main category to which the FAQ belongs, the sub category, the URL of the help desk site where the original Q & A was published, and comments are provided.

In addition, an area for displaying the voting results is provided in the lower part of the answer candidate voting screen 141. In this area, the contents and comments of the answer candidates are displayed according to the order of the number of votes, and each answer candidate is displayed. Each has items for displaying the support rate, the recommendation degree, and the reason for voting. Below that, text data “Create FAQ based on this result” is displayed, and an instruction unit for inputting an instruction to create FAQ based on the answer candidate having the highest support rate is configured. ing. Therefore, the user operates the instruction unit to transmit an instruction to create a FAQ to the help desk server 1 based on the vote result.

Returning to step S55 in FIG. 6, when the instruction to create a FAQ based on the voting result is not input on the voting result screen 141 described above (step S55; NO), the CPU 11 determines the FAQ for which the voting has been performed. Not hiring is decided, and the management as FAQ ends. That is, the CPU 11 stores the temporarily created FAQ in the FAQ DB 10a, and deletes the FAQ item from the FAQ management screen (see FIG. 24) described later. Here, as information stored in the FAQ DB 10a, provisionally created FAQ text data is stored in the content data 103a, and the ID of the user who created the question or answer candidate is stored in the log data 101a. .

On the other hand, when an instruction to create a FAQ is input based on the voting result (step S55; YES), the CPU 11 ends the temporary provisional processing of the FAQ and proceeds to step S29 in FIG. Continue to run. Returning to step S29 in FIG. 5, the CPU 11 transmits a FAQ creation screen (see FIG. 20), which will be described later, to the creator terminal 2 (step S29).

FIG. 20 is a diagram illustrating an example of a FAQ creation screen 142 for inputting information necessary for creating a FAQ. As shown in FIG. 20, an area for inputting information related to a question is provided in the upper part of the FAQ creation screen 142, and in this area, a FAQ number for managing as a FAQ, a date and time when the creation of the FAQ is requested. The display date and time of the screen, the item that the FAQ creator is displayed on, the title of the question, the content of the question, the main category to which the FAQ belongs, the subcategory, and the URL of the help desk site where the original Q & A was published An item for inputting a comment is provided.

In the middle of the FAQ creation screen 142, an area for inputting information related to the question is provided. In this area, an answer to the question, a URL indicating the location of the reference information, and a description of the reference information are provided. Items to be entered are provided. Here, in the above-described voting result screen 141, when the FAQ creation screen 142 is transmitted in response to an instruction to create a FAQ based on the voting result, the title of the question on the FAQ creation screen 142, the contents of the question, and the main category to which the FAQ belongs. The sub-category, the URL of the help desk site where the original Q & A was published, the comment, and the answer to the question are pre-filled with corresponding text data based on the voting results of the answer candidates. It shall be.

Furthermore, the lower part of the FAQ creation screen 142 is provided with an area for inputting information related to the publishing rule when publishing the FAQ. Whether to specify the criteria and items to enter the non-disclosure criteria according to the evaluation given by the user, whether to notify the FAQ when making it private, items to enter the notification criteria, whether to display the symbol, whether to display the symbol Enter the type and display period of the symbol display, the order in which FAQs are displayed, the presence / absence of the importance symbol display, the item to input the display period of the importance symbol, the presence / absence of the approval request, and the approval destination Items to be entered, items for inputting comments, and the like are provided.

Therefore, when creating a new FAQ, the FAQ creator inputs information on the question, information on the answer, and information on the publishing rule on the FAQ creation screen 142 and transmits them to the help desk server 1. In addition, when creating a FAQ based on the above-mentioned voting results of answer candidates, in addition to inputting information on the disclosure rule on the FAQ creation screen 142 in which information on the question and information on the answer have been input in advance, the question is asked if necessary. Information related to the answer and information related to the answer are corrected and transmitted to the help desk server 1.

Next, returning to step S30 in FIG. 5, the CPU 11 receives the FAQ creation screen 142 in which necessary items are input (step S30), acquires the FAQ and the publication rule from the FAQ creation screen 142, and stores them in the FAQ DB 10a. Here, as information stored in the FAQ DB 10a, FAQ text data is stored in the content data 103a, and a disclosure rule is stored in the setting data 105a. Further, the CPU 11 acquires the disclosure rule and determines whether or not the FAQ needs to be approved (step S31). If the FAQ needs to be approved (step S31; YES), the CPU 11 executes a FAQ approval process (see FIG. 7) described later (step S32).

The FAQ approval process is a process for publishing the FAQ created by the creator terminal 2 to the approver terminal 3 under the management of the help desk server 1 and allowing the FAQ to be approved. The FAQ approval process executed by the CPU 11 of the help desk server 1 will be described with reference to the flowchart shown in FIG. As shown in FIG. 7, the CPU 11 acquires the approval team and the approval rule set for each category from the FAQ DB 10a based on the category to which the created FAQ belongs (step S61).

Next, the CPU 11 transmits a FAQ approval instruction to the approver terminal 3 managed by the person in charge belonging to the acquired approval team (step S62). Here, as an approval instruction, for example, a configuration in which an e-mail or the like with link information to the FAQ reference screen is individually transmitted to the corresponding approver terminal 3 or an FAQ is sent to the approver terminal 3 logged into the FAQ management site. The configuration may be such that an approval instruction is transmitted on the management site. Subsequently, when receiving a FAQ reference request from the approver terminal 3 (step S63; YES), the CPU 11 transmits a later-described FAQ reference screen (see FIG. 21) to the corresponding approver terminal 3 (step S64). .

FIG. 21 is a diagram showing an example of a FAQ reference screen 143 for allowing the approver to confirm the created FAQ. As shown in FIG. 21, in the upper part of the FAQ reference screen 143, the FAQ number of the FAQ being confirmed, the approval result and approval period performed by another approver, and the approver accessing are allowed. Are provided with items for displaying link information for browsing the details of the set authorization rule (weighting), the application period of the set rule, and the details of the set approval rule.

Below that, an area for displaying information on the question is provided. In this area, a FAQ number for management as a FAQ, the date and time when the FAQ was created, the creator of the FAQ, the title of the question, the contents of the question, the FAQ There are items to display the main category and subcategory to which the belongs.

Below that, there is an area for displaying information related to the answer. In this area, there are provided an answer to the question, a URL indicating the location of the reference information, and an item for displaying whether the FAQ is currently open. ing.

Below that, an area for displaying information related to the disclosure rule is provided. In this area, the FAQ disclosure period, whether or not to specify a disclosure criterion, whether or not to disclose information, whether or not to display a symbol, and a list of FAQs are listed. Items for displaying the order of display, approval request and approval destination, comments, presence / absence of Q & A based on FAQ, and reason for non-disclosure are provided.

Below that, there is an area for displaying information related to the approval result by another approver, and in this area, an item for displaying approval OK / NG as an approval result by another approver is provided. On the right side, items for displaying the date and time of approval, the ID of the approver, and the comment of the approver are provided. Below that, items for displaying the comment date and time, the creator's ID, and the creator's comment are provided as information about the comment from the creator to the approver.

Furthermore, text data [Create Approve], [Change FAQ], and [Delete FAQ] are displayed below. [Create Approval] constitutes an instruction unit that transmits an approval request for approving the displayed FAQ to the help desk server 1. [Delete FAQ] configures an instruction unit that transmits a request to change the displayed FAQ to the help desk server 1, and [Delete FAQ] displays a request to delete the displayed FAQ. 1 is constituted. Therefore, on the FAQ reference screen 143, the approver who has confirmed the FAQ instructs [Create Approval] and sends a request for FAQ approval creation to the help desk server 1.

Subsequently, returning to step S65 in FIG. 7, the CPU 11 determines whether or not an FAQ approval creation request has been received from the approver terminal 3, and if an FAQ approval creation request has been received (step S65; YES), A FAQ approval screen (see FIG. 22) described later is transmitted to the approver terminal 3 (step S66).

FIG. 22 is a diagram illustrating an example of the FAQ approval screen 144 transmitted to the approver terminal 3. As shown in FIG. 22, the upper part of the FAQ approval screen 144 is provided with an area for displaying information related to the question. In this area, a FAQ number for managing as a FAQ, the date and time when the FAQ was created, and the FAQ Items for displaying the creator, the display date and time of the screen, the title of the question, the content of the question, the main category to which the FAQ belongs, and the sub-category are provided.

In the middle of the FAQ approval screen 144, an area for displaying information related to the answer is provided. In this area, the date and time when the answer was created, the author of the answer, the answer to the question, and the location of the reference information are displayed. An item for displaying the indicated URL is provided. Further, an area for inputting information related to approval is provided in the lower part of the FAQ approval screen 144. In this area, “Open FAQ to user”, “Complete check (OK)”, “Complete check”. A check box for selecting one of “Yes (NG)” and an item for inputting a comment are provided.

Here, “open FAQ to users” is an instruction to permit the FAQ to be released without requiring the requirements of other approval rules, and has, for example, limited authority such as an administrator or key man This item can only be checked by the person in charge. “Complete check (OK)” is an instruction to grant the FAQ, but permit the release of the FAQ on condition that other approval rules are satisfied, and can be checked by the administrator, keyman, approver, etc. It is an important item. “Complete check (NG)” is an instruction to permit the release of FAQs on the condition that other approval rules are satisfied without giving approval to FAQs, such as an administrator, keyman, approver, etc. This is an item that can be checked.

Therefore, the approver, administrator, and keyman who perform the approval select and check any check box in the item of the approval request on the FAQ approval screen 144 described above, and arbitrarily input a comment, The approval result is transmitted to the help desk server 1.

Next, returning to step S67 in FIG. 7, the CPU 11 receives the FAQ approval screen 144 in which necessary items are input, acquires the approval result from the FAQ approval screen 144, and stores it in the log data 101a of the FAQ DB 10a (step). S67). And CPU11 discriminate | determines whether the approval result satisfy | filled the conditions of an approval rule based on the approval rule and approval result acquired from FAQDB10a (step S68), and when the conditions of an approval rule are not satisfy | filled (step S68) NO), the process proceeds to step S63, and the approval from the other approver terminal 3 is continuously received. On the other hand, when the conditions of the approval rule are satisfied (step S68; YES), the CPU 11 transmits the approval result to the creator terminal 2 (step S69), ends the FAQ approval process, and proceeds to step S32 in FIG. Transition.

Next, returning to step S33 in FIG. 5, the CPU 11 determines whether or not the FAQ release is approved based on the approval result and the approval rule (step S33), and when the FAQ release is approved (step 33). YES), preparation is made to release the corresponding FAQ on the help desk site (step S34). Here, preparation for FAQ release includes, for example, sending an email notifying the FAQ creator and approval team of the FAQ release, or converting the FAQ data into a form that can be released to the help desk site. . After completion of the public preparation, the help desk server 1 promptly publishes the FAQ on the help desk site according to the public rules.

On the other hand, when the release of the FAQ is not approved (step S33; NO), the corresponding FAQ is sent back (step S35). Then, the CPU 11 ends the FAQ release preparation process.

Further, the help desk server 1 executes a FAQ update process (see FIG. 8) described later. This FAQ update process is performed by sending and receiving information to / from the creator terminal 2, the approver terminal 3, and the administrator terminal 4 under the management of the help desk server 1, and updating the FAQ published on the help desk site, This is a process for performing deletion. The FAQ update process executed by the CPU 11 of the help desk server 1 will be described with reference to the flowchart shown in FIG.

As shown in FIG. 8, when the CPU 11 receives a FAQ update instruction from the administrator terminal 4 (step S71), the log data from the FAQ DB 10a for one of the designated FAQ or the currently released FAQ is displayed. Point data and setting data are acquired (step S72).

Subsequently, the CPU 11 acquires a disclosure rule from the setting data (step S73), and determines whether or not the corresponding FAQ disclosure period has elapsed (step S74). If the FAQ publication period has elapsed (step S74; YES), the CPU 11 detects this FAQ as an FAQ that needs to be updated (step S78). If the FAQ publication period has not elapsed (step S74; NO), the CPU 11 obtains an evaluation from the point data (step S75), and the evaluation corresponds to the non-disclosure standard set in the disclosure rule. It is determined whether or not there is (step S76).

Here, when the evaluation corresponds to the non-public standard (step S76; YES), that is, when a predetermined number of evaluations “not helpful” are given, the CPU 11 needs to update this FAQ. It is detected as a new FAQ (step S79). On the other hand, when the evaluation does not correspond to the private standard (step S76; NO), the CPU 11 analyzes the access log based on the log data (step S77), and the number of accesses to the FAQ corresponds to the private standard. Is determined (step S78).

Here, when the number of accesses does not reach the predetermined number, the CPU 11 determines that the FAQ corresponds to the non-disclosure standard (step S78; YES), and detects this FAQ as a FAQ that needs to be updated (step S79). . Further, FAQs that do not correspond to any non-disclosure standard are continuously disclosed, and the CPU 11 proceeds to step S87.

Next, the CPU 11 determines whether or not the FAQ detected as needing update needs to be confirmed by the creator (step S80). Here, whether or not confirmation by the creator is necessary is determined in advance in the disclosure rule. For example, FAQs that have passed the disclosure period are not disclosed without requiring administrator confirmation. For FAQs for which the evaluation or number of accesses corresponds to a non-disclosure standard, the creator's confirmation may be required.

When the detected FAQ does not require the confirmation of the creator (step S80; NO), the CPU 11 makes the corresponding FAQ private (step S88), and proceeds to step S87. If the detected FAQ requires confirmation of the creator (step S80; YES), the CPU 11 transmits a confirmation request screen (see FIG. 23) described later to the corresponding creator terminal 2 (step S81). .

FIG. 23 is a diagram illustrating an example of the confirmation request screen 145 transmitted to the creator terminal 2. As shown in FIG. 23, in the upper part of the confirmation request screen 145, there is provided an area for displaying information on the FAQ for which confirmation is requested. In this area, the FAQ number for managing as the FAQ, the creator of the FAQ, Items for displaying a URL indicating the date and time of confirmation, the category to which the FAQ belongs, the contents of the question, the contents of the answer, and the location of the reference information are provided.

Below that, an area for inputting information related to FAQ confirmation is provided. In this area, one of “correct the FAQ” and “make the FAQ private” is selected as a confirmation instruction. Check box, an item for inputting a comment, and an item for inputting a transmission destination when a confirmation instruction is individually transmitted. Accordingly, the creator who confirms the FAQ confirms the contents of the FAQ on the confirmation request screen 145, inputs a confirmation instruction, a comment, a transmission destination, and the like, and transmits them to the help desk server 1.

Subsequently, returning to step S82 in FIG. 8, the CPU 11 receives the confirmation request screen 145 in which necessary items are input (step S82), and determines whether or not an instruction to correct the FAQ is input (step S82). Step S83). Here, when an instruction to modify the FAQ is not input and an instruction to make the FAQ private is input (step S83; NO), the CPU 11 makes the FAQ private (step S88), and proceeds to step S87. To do.

On the other hand, when an instruction to correct the FAQ is issued (step S83; YES), the CPU 11 transmits an FAQ correction screen (not shown) to the creator terminal 2 to cause the FAQ to be corrected. Here, the FAQ correction screen is configured by providing an area for displaying the FAQ and an area for inputting the correction of the FAQ. Except that an area for displaying the FAQ is provided, the FAQ creation screen is displayed. Since the configuration is substantially the same as 142 (see FIG. 20), illustration and detailed description thereof are omitted. On the FAQ correction screen, the creator terminal 2 inputs a question, an answer, a disclosure rule, and the like in the area for inputting the FAQ correction, and transmits it to the help desk server 1.

When the CPU 11 receives the FAQ correction screen on which necessary items are input, the CPU 11 stores the corrected FAQ in the FAQ DB 10a and executes the above-described FAQ approval process (see FIG. 7) (step S84). Subsequently, the CPU 11 determines whether or not the release of the corrected FAQ has been approved based on the approval result and the approval rule (step S85). When the release of the FAQ is approved (step 85; YES), Preparation for releasing FAQ on the help desk site is made (step S86). On the other hand, when the publication of the corrected FAQ is not approved (step S85; NO), the FAQ is returned (step S89).

Then, the CPU 11 determines whether or not to update the next FAQ (step S87). When the next FAQ is updated (step S87; YES), the CPU 11 proceeds to step S72 and is open to the help desk site. The above-described processing is repeated for other FAQs. If the next FAQ is not updated (step S87), the CPU 11 ends the FAQ update process.

In addition, the help desk server 1 publishes a FAQ management screen (see FIG. 24), which will be described later, on the FAQ management site in order to comprehensively manage the FAQs on which the processes related to creation, approval, and update described above are executed. The FAQ management screen 146 is a page that can be browsed if the terminal is permitted to access the FAQ management site.

FIG. 24 is a diagram showing an example of a FAQ management screen 146 disclosed to the FAQ management site by the help desk server 1. As shown in FIG. 24, the FAQ management screen 146 displays a list of FAQs that are being processed under the management of the help desk server 1, and a search is performed using a predetermined keyword at the top level. Search items are provided. This search item includes items for entering a search keyword, sorting items, priority items (for example, management number, status, title, etc.), display order, items for specifying the number of items to be displayed, types of status, types of posting conditions And an item for designating.

Below that, the number of FAQs currently being processed under the management of the help desk server 1 and link information to the next page are displayed. Furthermore, an area for displaying a list of FAQs is provided below this area. In this area, the FAQ number, status, title / FAQ information, creator, category, creation date / release date, update date / time of modification, etc. are displayed. Items to be displayed are provided.

The uppermost FAQ will be described in detail as an example. In the FAQ number field, a number “12” for management as a FAQ is displayed. In the status item, “FAQ is being checked” is displayed as the type of processing currently being performed. In addition, “XXXXX” is displayed as a progress report of the processing currently being performed, approval OK is instructed from five approvers, approval NG is instructed from one approver, 1 The person approver is not approving. Furthermore, “9 days and 20 hours” is displayed as a period until the end of the process.

In the title / FAQ information item, “What is the standard for the transaction amount of home appliances?” Is displayed as the FAQ title. A link to the corresponding FAQ detail display screen is pasted on the FAQ title, and the FAQ detail display screen can be displayed by designating the title portion. In addition, “Request received from the sales department” is displayed as part of the question content, and “Life> Home appliances” is displayed as the main category to which the FAQ belongs. In addition, “2003/02/08 01:00” is displayed as the processing end date, and “Rule” with a link for browsing the approval rule set in the FAQ is displayed.

In the creator item, “Shirai” is displayed as the FAQ creator ID. A link to the e-mail address of the creator or a link of a user information page indicating the user information of the creator is pasted on this ID, and an e-mail can be transmitted to the creator by specifying the ID. It has a configuration. The user information page is a page on which, for example, user ID, e-mail address, affiliation, authority, FAQs created in the past, answer candidates, history of recommended Q & A, and the like are displayed as user information. In the category item, “purchase” is displayed as the category of the department that manages each FAQ.

Also, in the item of creation date / publication date / time, “02-20 12:14” is displayed as the FAQ creation date / time, and “−” is displayed as the FAQ publication date / time. That is, the FAQ is not disclosed. In the item of update date / time of correction, “02-23 12:14” is displayed as the update date and time of FAQ, and “1 time” is displayed as the update number.

As described above, in the help desk system 1 according to the present embodiment, when creating a FAQ for publishing on a help desk site for questions and answers regarding products and services between a customer and a company, the help desk server 1 Opens a FAQ management site and causes the creator terminal 2 to create a FAQ on the FAQ management site. In addition, the help desk server 1 transmits an approval instruction to the designated approver terminal 3 based on a preset approval team in order to obtain the approval of the created FAQ, and the FAQ desk via the FAQ management site. Allow approval. Furthermore, the approval result transmitted from the approver terminal 3 is transmitted to the creator. Further, the help desk server 1 determines whether or not a predetermined approval is obtained based on the approval result and a preset approval rule. If the predetermined approval is obtained, the help desk server 1 helps the created FAQ. Preparations are made to publish on the desk site. After the preparation for publishing is completed, the FAQ is published on the help desk site.

Therefore, it is not necessary for the creator of the FAQ to request the approval by individually presenting the FAQ to a plurality of approvers or keymen in order to obtain the approval of the FAQ, and the labor and time for obtaining the approval are greatly reduced. be able to. In addition, the approval result from the approver terminal 3 can be confirmed by checking the progress status and the approval result by browsing the FAQ management screen 146. Therefore, the approval result is individually received from a plurality of approvers. There is no need to tabulate and the efficiency of these operations can be improved. Accordingly, it is possible to improve business efficiency related to the creation of FAQs and promptly open FAQs to users.

Further, since the approval instruction is transmitted to the approver terminal 3 based on the approval team set in advance for each category, the trouble of sending the approval instruction to the approval terminal 3 by the FAQ creator can be saved, and the approval instruction can be saved. Transmission errors and the like can be prevented. In addition, weighting can be performed for each person assigned to the approval team, so it is possible to distinguish between the person who must be approved and the person who is not, and set flexible conditions. be able to.

In addition, since the FAQ approver can approve the FAQ at the FAQ management site established by the help desk server 1, for example, if the approver terminal 3 can be connected to the network, the FAQ approver can be used anywhere. Approval can be made, and FAQ can be approved easily and quickly. As a result, the time required for FAQ approval can be shortened, and the FAQ can be released promptly.

In addition, when the FAQ is approved, the approval and the comment can be input while browsing the question and the answer at the same time, so that it is convenient and an appropriate comment can be input. Or since the approval result by another approver can be browsed simultaneously, effective approval can be performed, aiming at sharing of information with another approver among approvers.

Further, since the help desk server 1 determines whether or not the FAQ is open based on a preset approval rule, the FAQ that does not satisfy the necessary approval conditions is returned and released. There is no. For this reason, thorough approval of FAQs is attempted, and FAQs for which appropriate approvals have not been obtained are prevented from being disclosed to third parties. As a result, the reliability of the FAQ published on the help desk site can be improved.

Further, since the FAQ release rule can be set at the same time when the FAQ is created, when releasing the FAQ, the FAQ can be appropriately released based on the set release rule. For example, in order to display symbols such as [NEW], [Update], [Important] on the FAQ, or to display FAQs in the order according to the importance, the user is urged and effective information is efficiently obtained. Can be provided.

In addition, since the frequently asked questions and answers on the help desk site are recommended as FAQs from the respondent terminal 5 and the frequently asked questions and answers are aggregated and displayed in a list, the FAQ creator can respond to user requests. FAQs can be created efficiently, and user satisfaction can be improved. That is, by solving potential questions in advance and reducing frequently asked questions, it is possible to improve the business efficiency of respondents.

In addition, when a FAQ is created, answer candidates can be recruited from related parties for questions created by the FAQ creator. For this reason, it is possible to efficiently extract answer candidates from the parties having appropriate knowledge about the question. In addition, when there are a plurality of answer candidates, it is possible to accept votes from related parties and select an optimum answer candidate. That is, by receiving effective information from parties having various knowledge in different departments, it is possible to increase the productivity of intellectual work and create a FAQ with high information value.

In addition, when creating a FAQ based on these voting results, since the FAQ creation screen is input to the creator terminal 2 in which questions and answer candidates with high voting results are input, the creator is responsible for creating the FAQ. It is possible to save time and to create an FAQ efficiently.

In addition, with regard to the FAQ being released, the access log stored in the FAQ 10a, the release period, the evaluation given to the FAQ, and the release rules set at the time of FAQ creation are acquired to verify whether the FAQ is to be updated. Do. For example, for a FAQ for which a publication period has been set in advance, a FAQ that has passed the publication date based on the publication period is immediately unpublished without requiring confirmation by the creator or the like. Thereby, it is possible to provide only useful information to the user without facilitating the management of the FAQ and without losing old information. As a result, customer satisfaction can be improved.

Also, based on the access log, the evaluation given to the FAQ, and the non-disclosure criteria set in the disclosure rule, the author should confirm the FAQ for the FAQ with a low access from the user and the FAQ with a low evaluation. Depending on the instructions of the creator, the FAQ is corrected or the FAQ is made private. For this reason, it is possible to revise the FAQ as necessary and make it public on the help desk site again, or to make the unnecessary FAQ private, so that a less frequently used FAQ will be published on the help desk site forever. , It is possible to prevent the user from being provided with outdated information.

In addition, when the FAQ is corrected, since the FAQ approval process is executed for the FAQ corrected by the creator and the approver performs the approval, the FAQ can be appropriately corrected. Thereby, it is possible to always provide accurate and latest information to the user.

Note that the description in this embodiment described above is an example of a preferred help desk system 100 according to the present invention, and the present invention is not limited to this.

For example, the management server 1 and the Web servers 2 to 5 described above have been described with respect to an example configured by one computer. However, a plurality of computers are connected to a LAN (Local Area Network), a WAN (WIde Area Network), an intranet, Alternatively, it may be configured by a computer network system connected by communication via a network such as the Internet. In the case of a computer network system constituted by a plurality of computers, it is desirable that the above-described processing is distributed and processed by each computer. Further, the type of DB provided in the help desk server 1 is not limited to the above-described example, and it is needless to say that the number of DBs and the installation form can be arbitrarily configured.

In addition, the number of creator terminals 2, approver terminal 3, manager terminal 4, respondent terminal 5, questioner terminal 6 and the like is not limited to this, and the processing executed by each terminal is limited to the example described above. Of course, various processes can be executed according to the authority of the user who manages the terminal. Alternatively, the authority of the creator, the approver, the administrator, the respondent, and the questioner is not limited to the above-described example, and authority appropriate for operating the system is given to each person in charge.

Further, the FAQ may be created by a user who is not authorized as a creator, and in this case, the FAQ created by the user is transmitted to the creator terminal 2 to be officially created. It may be configured to shift to FAQ approval processing after receiving approval by a person.

Further, the approval team and the approval rule are not limited to the above-described examples, and it is needless to say that the approval team and the approval rule can be set according to various conditions. Similarly, the disclosure rule is not limited to the above-described example, and disclosure rules according to various conditions can be set. For example, in order to limit the community in which the created FAQ is disclosed, the disclosure rule (for example, URL) may be included in the disclosure rule. Further, the disclosure rule set at the time of FAQ creation may be configured to be changeable after publication. Furthermore, in this Embodiment, although the approver demonstrated as a structure which selects and inputs approval OK / NG, the structure which can select approval pending | holdings etc. may be sufficient, for example.

Further, in the present embodiment, when executing the FAQ update process, the case where it is detected as an FAQ that needs to be updated based on the FAQ release period, the FAQ access log, and the FAQ evaluation has been described as an example. For example, the configuration may be such that a FAQ that needs to be updated is detected based on a numerical value, a symbol, a word, a natural sentence, or the like by syntax search. Or, the order in which FAQs are displayed can be displayed according to various orders such as FAQs containing a large number of predetermined numerical values, symbols, words, and natural sentences, FAQs with many accesses, FAQs with high importance, etc. by syntax search. is there. In the FAQ update process, the FAQ detected as the FAQ that needs to be updated may be made secret once and the updated FAQ may be disclosed again.

Also, in the present embodiment, as a premise for performing the above-described processing, for example, a configuration has been described in which login authentication is performed using a user ID and password, but the login form is not limited to this, and for example, an email address, a name Or what is necessary is just ID number etc. which can confirm the principal.

In the present embodiment, the FAQ creation method and the FAQ update method disclosed in the help desk system for questions and answers regarding products or services between the company and the customer have been described. The community to be played is not limited to the example described above. For example, a general community that asks and answers about any product or service between customers, and a related person help that asks and answers about a product or service provided by a related company between companies that have a specific relationship (for example, partners) The configuration may be applied to a method for creating FAQs and a method for updating FAQs that are disclosed to an in-house community that conducts questions and answers regarding products or services within a desk system.

Further, in the present embodiment, each terminal has been described as a configuration for executing the above-described processing by browsing an HP established on the network via a browser. The help desk server 1 and each terminal are connected via peer-to-peer via specific application software, and the above-described processing may be executed.

In addition, the detailed configuration and detailed operation of the help desk system 100, the help desk server 1, the creator terminal 2, the approver terminal 3, the administrator terminal 4, the responder terminal 5, and the questioner terminal 6 in the present embodiment are also described. The present invention can be changed as appropriate without departing from the spirit of the present invention.
In addition, the detailed configuration and detailed operation of the help desk system 100, the help desk server 1, the creator terminal 2, the approver terminal 3, the administrator terminal 4, the responder terminal 5, and the questioner terminal 6 in the present embodiment are also described. The present invention can be changed as appropriate without departing from the spirit of the present invention.
The present invention discloses the following contents.

(1)
A FAQ creation method in a help desk system in which questions and answers about products and services are transmitted and received between a plurality of terminals via a help desk server connected to a network,
Sending a FAQ creation screen with an item for entering FAQ to the terminal;
Receiving a FAQ creation screen in which the FAQ is input;
Obtaining a FAQ from the received FAQ creation screen, generating a FAQ approval screen having an item for displaying the FAQ and an item for inputting approval information indicating whether the FAQ is approved;
Transmitting the FAQ approval screen to a designated terminal;
Receiving a FAQ approval screen in which approval information is input;
Obtaining approval information from the FAQ approval screen and transmitting the FAQ creation screen to the terminal that has transmitted,
The FAQ preparation method characterized by including.

(2)
Generating a setting condition input screen having items for inputting setting conditions relating to FAQ approval;
Transmitting the setting condition input screen in response to a request from the terminal;
Receiving a setting condition input screen in which the setting conditions are input;
Acquiring setting conditions from the setting condition input screen and storing them in a database;
Transmitting an FAQ approval screen to the designated terminal based on an approval team included in the setting condition;
The FAQ creating method as described in 1 above, comprising:

(3)
The FAQ creation screen further includes an item for inputting a transmission destination for transmitting the FAQ approval screen,
Receiving a FAQ creation screen in which the destination is input;
Acquiring a transmission destination from the received FAQ creation screen, and transmitting the FAQ approval screen to a terminal corresponding to the transmission destination;
3. The FAQ creation method according to 1 or 2 above, comprising:

(4)
Obtaining an approval rule included in the setting condition;
Based on the acquired approval information and the approval rule, the step of determining whether or not the FAQ can be disclosed;
4. The FAQ creating method according to the above item 3, wherein

(5)
The approval team includes information on weighting for each person in charge,
5. The FAQ creating method according to claim 4, wherein the approval rule includes a rule that regulates whether or not the FAQ is open based on a weighting for each person in charge.

(6)
The approval rule is a rule that regulates whether or not the FAQ is disclosed based on at least one of a period during which the approval information is received, the number of approvals included in the approval information, and a weight for each person in charge of the approval team. The FAQ creating method according to 4 or 5 above, characterized in that

(7)
A step of transmitting a FAQ creation screen provided with an item for inputting a disclosure rule defining a FAQ and a rule for publishing the FAQ to the terminal;
Receiving a FAQ creation screen in which FAQ and disclosure rules are input;
Acquiring a disclosure rule from the received FAQ creation screen and storing it in a database;
Acquiring a FAQ from the FAQ creation screen, and generating a FAQ approval screen provided with an item for displaying the FAQ and an item for inputting approval information indicating whether the FAQ is approved;
Transmitting the FAQ approval screen to a designated terminal;
Receiving a FAQ approval screen in which approval information is input;
Obtaining approval information from the FAQ approval screen and transmitting the FAQ creation screen to the terminal that has transmitted,
The FAQ creating method according to any one of 1 to 6 above, characterized by including:

(8)
The publishing rules include: the publishing period of the FAQ, the non-disclosure standard based on the evaluation given to the FAQ, the presence / absence of notification when making the FAQ private, the presence / absence of symbol display, the importance of the FAQ, the location of the FAQ 8. The FAQ creating method according to 7 above, comprising at least one or more.

(9)
9. The FAQ creating method according to 7 or 8, wherein when it is determined that the information can be disclosed, the FAQ is disclosed on the network based on the disclosure rule.

(10)
Transmitting a FAQ provisional creation screen having at least items for inputting FAQ questions to the terminal;
Receiving at least a FAQ provisional creation screen in which FAQ questions are entered;
Obtaining a question from the received FAQ temporary creation screen, generating an answer candidate input screen provided with an item for displaying the question and an item for inputting an answer candidate for the question;
Transmitting the answer candidate input screen in response to a request from the terminal;
Receiving an answer candidate input screen in which answer candidates are input;
The FAQ creating method as described in 1 above, comprising:

(11)
Transmitting an FAQ provisional creation screen including an item for inputting an FAQ question, an item for inputting an answer candidate, and an item for inputting whether or not to recruit an answer candidate to the terminal;
Receiving at least a FAQ question and a FAQ provisional creation screen in which information indicating whether or not to recruit candidate answers is input;
Obtaining information indicating whether or not to recruit answer candidates from the received FAQ provisional screen, and determining whether or not to recruit answer candidates;
When it is determined that the answer candidate is recruited, a question is acquired from the received FAQ temporary creation screen, and a response candidate input screen is provided that includes at least an item for displaying the question and an item for inputting the answer candidate for the question When,
Transmitting the answer candidate input screen in response to a request from the terminal;
Receiving an answer candidate input screen in which answer candidates are input;
The FAQ creating method as described in 1 above, comprising:

(12)
Acquiring answer candidates from the answer candidate input screen and storing them in a database;
An answer candidate voting screen provided with items for displaying a plurality of answer candidates for the same question from the database, displaying the question and a plurality of answer candidates, and specifying an answer candidate from the plurality of answer candidates Generating
Transmitting the answer candidate vote screen in response to a request from the terminal;
Receiving an answer candidate voting screen in which answer candidates are designated;
12. The FAQ creating method as described in 10 or 11 above.

(13)
Receiving a FAQ provisional creation screen in which information indicating whether to ask a FAQ question, a plurality of answer candidates, and whether or not to recruit answer candidates;
Obtaining information indicating whether or not to recruit answer candidates from the received FAQ provisional screen, and determining whether or not to recruit answer candidates;
When it is determined that no answer candidates are to be recruited, the question and the plurality of answer candidates are acquired from the received FAQ temporary creation screen, and the question candidate and the answer candidates are displayed from among the plurality of answer candidates. A step of generating an answer candidate voting screen provided with an item for specifying
Transmitting the answer candidate vote screen in response to a request from the terminal;
Receiving an answer candidate voting screen in which answer candidates are designated;
12. The FAQ creating method as described in 11 above, comprising:

(14)
Obtaining a result of voting of the circulation candidate from the answer candidate voting screen and storing it in a database;
Totalizing the voting results stored in the database, generating a voting result screen comprising items for displaying questions and a plurality of answer candidates, and items for displaying voting results corresponding to the answer candidates;
Transmitting the vote result screen in response to a request from the terminal;
14. The FAQ creating method as described in 12 or 13 above.

(15)
Receiving from the terminal a request to create a FAQ based on the voting result on the voting result screen;
Obtaining a question included in the voting result screen and an answer candidate with a high vote rate, and inputting the question and an answer candidate with a high vote rate into the item for entering the FAQ on the FAQ creation screen;
A step of transmitting a FAQ creation screen in which the answer candidate with a high vote rate and the question is input to the terminal that has received the request;
15. The FAQ creating method as described in 14 above, comprising:

(16)
Receiving questions and answers as FAQ recommendation requests;
Storing recommended questions and answers in a database;
Totalizing the recommended questions and the number of recommended responses, and generating a recommendation list display screen;
Transmitting the recommendation list display screen to a predetermined terminal;
The FAQ creating method according to any one of 1 to 15 above, characterized in that:

(17)
A FAQ update method in a help desk system in which questions and answers about products and services are transmitted and received between a plurality of terminals via a help desk server connected to a network,
Storing in the database at least one of an access log to the FAQ published on the network, a FAQ publication period, an evaluation given to the FAQ, and a disclosure rule set when the FAQ is created;
Determining whether to update the FAQ based on at least one of the access log, the publication period, the evaluation, and the publication rule acquired from the database;
A step of generating a confirmation request screen provided with an item for displaying the FAQ and an item for instructing one of the correction of the FAQ or the non-disclosure of the FAQ when it is determined that the FAQ is to be updated;
Transmitting the confirmation request screen to a predetermined terminal;
FAQ update method characterized by including.

(18)
Receiving a confirmation request screen instructing either one of the FAQ correction or the FAQ non-disclosure;
Obtaining an instruction to modify or unpublish the FAQ from the confirmation request screen and determine which of the modification of the FAQ or the unpublished FAQ has been instructed;
A step of generating a FAQ correction screen provided with an item for displaying the FAQ and an item for inputting the correction of the FAQ when the correction of the FAQ is instructed, and transmitting it to a predetermined terminal;
When the non-disclosure of the FAQ is instructed, the step of making the FAQ private;
18. The FAQ update method as described in 17 above, comprising:

(19)
The help server
Receiving a FAQ correction screen in which the FAQ correction is input;
Acquiring a FAQ correction from the FAQ correction screen, and generating a FAQ approval screen provided with an item for displaying the corrected FAQ and an item for inputting approval information indicating whether the FAQ is approved;
Transmitting the FAQ approval screen to a designated terminal;
Receiving a FAQ approval screen in which approval information is input;
Obtaining approval information from the FAQ approval screen and transmitting the FAQ correction screen to the terminal that has transmitted,
19. The FAQ updating method as described in 18 above, characterized by comprising:

(20)
A FAQ update method in a help desk system in which questions and answers about products and services are transmitted and received between a plurality of terminals via a help desk server connected to a network,
Storing in the database at least one of an access log to the FAQ published on the network, a FAQ publication period, an evaluation given to the FAQ, and a disclosure rule set when the FAQ is created;
Determining whether or not to update the FAQ based on at least one of an access log, a publication period, an evaluation, and a publication rule acquired from the database;
When it is determined that the FAQ is to be updated, the FAQ is made private;
FAQ update method characterized by including.

It is a conceptual diagram which shows the system configuration | structure of the help desk system 100 in embodiment to which this invention is applied. It is a block diagram which shows the functional structure of the help desk server 1 shown in FIG. It is a figure which shows the data structural example of FAQDB10a shown in FIG. It is a flowchart which shows the FAQ approval setting process performed by CPU11 of the help desk server 1. FIG. It is a flowchart which shows the FAQ public preparation process performed by CPU11 of the help desk server 1. FIG. 4 is a flowchart showing a temporary FAQ creation process executed by the CPU 11 of the help desk server 1. It is a flowchart which shows the FAQ approval process performed by CPU11 of the help desk server 1. FIG. It is a flowchart which shows the FAQ update process performed by CPU11 of the help desk server 1. FIG. It is a figure which shows an example of the approval setting screen. It is a figure which shows an example of the team setting screen. It is a figure which shows an example of the rule setting screen. 6 is a diagram illustrating an example of a setting confirmation screen 134. FIG. It is a figure which shows an example of the recommendation request | requirement screen 135 It is a figure which shows an example of FAQ provisional creation screen. It is a figure which shows an example of the reply candidate recruitment screen 137. FIG. It is a figure which shows an example of the reply candidate input screen 138. FIG. It is a figure which shows an example of the answer candidate vote screen 139. FIG. It is a figure which shows an example of the vote comment input screen. It is a figure which shows an example of the vote result screen 141. FIG. It is a figure which shows an example of FAQ preparation screen. It is a figure which shows an example of FAQ reference screen. It is a figure which shows an example of FAQ approval screen 144. FIG. It is a figure which shows an example of the confirmation request screen 145. FIG. It is a figure which shows an example of FAQ management screen.

Explanation of symbols

1 Helpdesk server 11 CPU
12 Input unit 13 Display unit 14 Communication unit 15 RAM
16 Storage unit 17 Bus 10a FAQDB
10b Q & ADB
2 creator terminals 3a to 3c approver terminal 4 administrator terminal 5 respondent terminal 6 questioner terminal N network

Claims (2)

A help desk server that establishes a help desk site on the network that accepts questions and answers;
An operator terminal that includes an input unit and a display unit, and is connected to the help desk server to transmit and receive data related to FAQ creation;
An approver terminal that includes an input unit and a display unit, and transmits and receives data relating to FAQ approval created by connecting to the help desk server;
An administrator terminal that includes an input unit and a display unit, connects to the help desk server, and transmits and receives data related to FAQ creation, approval, update, recommendation, and rule setting;
An answerer terminal comprising an input part and a display part, connected to the help desk server, and sending and receiving data relating to questions, answers to questions and recommending questions as FAQs;
A questioner terminal connected to the help desk server to send and receive data relating to the question, the answer to the question, and whether or not the FAQ is helpful;
FAQ database for storing information transmitted and received between each of the creator terminal, the approver terminal, the administrator terminal, and the respondent terminal;
A help desk system comprising:
An FAQ management site that is established on a network in a limited area and manages data transmitted and received between each terminal of the creator terminal, the approver terminal, the manager terminal, and the respondent terminal;
FAQ provisional creation screen creation means for creating a FAQ provisional creation screen provided with an item for inputting a question content and an item for inputting a candidate answer to a question when a provisional request for FAQ is received from the creator terminal ,
Provisional creation screen transmission means for transmitting the FAQ provisional creation screen to the requested terminal;
When receiving a FAQ provisional creation screen in which one or two or more answer candidates for a question are input from the creator terminal, select a check box for selecting one answer candidate that seems to be optimal for a plurality of answer candidates. A voting screen creation means for creating an answer candidate voting screen provided and notifying that the voting site is being voted on;
A voting screen transmitting means for transmitting an answer candidate voting screen to the requested terminal when there is a request for an answer candidate voting screen from any of the creator terminal, the approver terminal, the administrator terminal, or the respondent terminal; ,
When receiving the answer candidate voting screen instructing the best answer candidate selected by the voter, input a voting comment to input the reason for voting for the selected answer candidate or a point as a recommendation degree on the corresponding terminal A voting comment input screen sending means for creating a screen and sending it to the corresponding terminal;
A voting reason storage means for storing the received voting reason or recommendation point in the FAQ database when receiving a voting comment input screen in which the voting reason or recommendation point is input;
Voting deadline means to close the voting when a predetermined voting deadline has passed,
When the voting deadline means voting is closed, the voting results are totaled and displayed in the order of the number of votes, the recommendation level and the reason for voting are displayed for each answer candidate, and an instruction to create FAQ is input. A voting result screen creating means for generating a voting result screen for displaying an instruction section for,
A voting result screen sending means for sending a voting result screen to the creator terminal;
An area for inputting the question content and the answer to the question, in which text data is input in advance based on the voting result of the answer candidate when an instruction to create a FAQ based on the voting result is received from the creator terminal And a FAQ creation screen generating means for generating a FAQ creation screen provided with an area for inputting a disclosure rule that specifies whether or not a publication date, a period, and approval of publication are required.
FAQ creation screen sending means for sending a FAQ creation screen to the creator terminal;
FAQ and public data storage means for storing FAQ text data and publication rules in a FAQ database when receiving a FAQ creation screen in which the contents of the question modified from the creator terminal and the answers to the questions or the publication rules are input ,
If the publishing rule is a rule that requires FAQ approval, an FAQ approval screen having an area for displaying the contents of the question and an answer to the question and an instruction unit for transmitting an approval request for approval of the FAQ is displayed. FAQ reference screen creation means to be created;
FAQ reference screen transmission means for transmitting the FAQ reference screen to the approver terminal;
FAQ approval screen generation means having an item in which a question content and an answer to the question are displayed and a check box for the approver to select to publish the FAQ when an approval request for FAQ is received from the approver terminal When,
FAQ approval screen transmission means for transmitting the FAQ approval screen to the approver terminal;
An approval result storage means for acquiring the approval result and storing it in the FAQ database when the FAQ approval screen is received;
FAQ publishing means for publishing the FAQ on the help desk site when the release of the FAQ is approved from the stored approval result;
A release period determining means for determining whether a published FAQ satisfies a release rule that the release period has not passed when an FAQ update instruction is received from an administrator terminal;
Evaluation number discrimination means for discriminating whether or not the release rule that the evaluation “not helpful” does not exceed a predetermined number is satisfied for the FAQ;
An access number determination means for determining whether or not the public rule that the number of accesses to the FAQ has reached a predetermined number is satisfied;
When it is determined that all of the disclosure period determination unit, the evaluation number determination unit, and the access number determination unit satisfy the disclosure rule, the continuous disclosure unit that continuously performs the disclosure,
If it is determined that the disclosure rule of the disclosure period determination unit is not satisfied, a FAQ non-disclosure unit that makes the corresponding FAQ private,
If it is determined that the disclosure rule of either the evaluation number determination means or the access number determination means is not satisfied, the question contents regarding the FAQ requesting confirmation, the area for displaying the answer contents, and “FAQ” as the confirmation instruction A confirmation request screen creating means for creating a confirmation request screen provided with a check box for selecting either “correct” or “make the FAQ private”;
A confirmation request screen sending means for sending the created confirmation request screen to the corresponding creator terminal;
A correction instruction discriminating means for receiving a confirmation request screen from the creator terminal and discriminating whether or not an instruction to correct the FAQ has been input;
A non-public means for making a FAQ private when an instruction to make the FAQ is not inputted and an instruction to make the FAQ private is inputted;
A FAQ correction screen creating means for creating a FAQ correction screen provided with an area for displaying the FAQ and an area for inputting the FAQ correction when an instruction to correct the FAQ is input;
A modified FAQ storage means for storing the modified FAQ in the FAQ database when receiving the FAQ modification screen in which the modified FAQ is input;
A corrected FAQ approval screen generating means having an item in which the corrected FAQ is displayed and a check box for the approver to select to publish the corrected FAQ;
A modified FAQ approval screen transmission means for transmitting a corrected FAQ approval screen to the approver terminal;
A correction approval result storage means for acquiring an approval result and storing it in the FAQ database when a correction FAQ approval screen is received;
A corrected FAQ publishing means for publishing a corrected FAQ to the help desk site when the release of the FAQ is approved from the stored approval result;
Help desk system characterized by having The FAQ provisional creation screen is further provided with an item for inputting whether or not to recruit candidate answers from other users and an item for inputting a period for recruitment.
Recruitment notification means for notifying that the answer candidate is being recruited on the FAQ management screen;
When recruiting answer candidates, answer candidate recruiting screen for creating answer candidate recruiting screen provided with question contents, items to display answer candidate contents for questions, and creation instruction section to input instructions to create answer candidates Creating means;
An answer candidate recruiting screen transmitting means for transmitting an answer candidate recruiting screen to a corresponding terminal when receiving a request for viewing the answer candidate recruiting screen via the FAQ management screen;
When a candidate input request is received from the terminal on the answer candidate recruiting screen, an answer candidate input screen for creating an answer candidate input screen provided with an item for displaying the question content and an item for inputting an answer candidate for the question Creating means;
An answer candidate input screen transmitting means for transmitting an answer candidate input screen to a corresponding terminal when an input request for an answer candidate is received from the terminal;
An answer candidate storage means for acquiring an answer candidate from the received answer candidate input screen and storing it in the FAQ database when the answer candidate input screen in which the answer candidate is input is received from the terminal;
A deadline for recruiting answer candidates when the period for recruiting answer candidates has passed,
2. The help desk system according to claim 1, wherein the voting screen creation unit starts creating an answer candidate voting screen after the application is closed.

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