Method and apparatus for facilitating customer service communications in a computing environment
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United States of America Patent
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Jan 19, 1999
Issued Date -
N/A
app pub date -
Feb 15, 1996
filing date -
Mar 14, 1994
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and apparatus is provided for facilitating end user support communications in a computing environment, wherein a product request may be initiated, and forwarded to a product administrator for review and resolution. The product request may be either initiated by the end user, or may automatically be initiated by the end user's computer in response to a serious error. In the latter case, diagnostic information is automatically captured and included in the product request, so that the product administrator may know the state of the end user's machine when determining the cause of the problem. In one embodiment, if the product administrator is unable to resolve the problem, he may access a database maintained by the vendor of the software and/or forward the product request to the vendor for resolution.
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