Customer service reporting system
OwnerJames Engle, Andrew Hourselt +1inventors
InventorsJames Engle, Andrew Hourselt, Harish Mathur
Life of this patent
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Abstract
A product service reporting system, method and program product for reporting product problem resolutions. A service code database contains service code records of previously encountered product problem and associated problem solutions. The service code database is sorted based on service code. Problems and associated problem solutions for specific products are entered in the service code database thorough a service code input interface. Service code records are hierarchically searched by field through a customer service input interface.
Claims19
A method of error reporting, said method comprising the steps of:
- a) selecting a product from a displayed group of available products;
- b) selecting a subsystem from a displayed group of available subsystems within a selected said product;
- c) selecting a subassembly from a displayed group of available subassemblies within a selected said subsystem;
- and
- d) selecting a repair action from a displayed group of repair actions previously applied to said selected subassembly.
A computer program product for providing customer service support, said computer program product comprising a computer usable medium having computer readable program code thereon, said computer readable program code comprising:
- computer readable program code means for maintaining a service code database containing service code records of previously encountered problems with said specific problems;
- computer readable program code means for searching said service code database for a corresponding previously encountered problem responsive to a problem request;
- and
- computer readable program code means for entering and updating said service code records.
A customer service system comprising:
- a customer service input interface, product problem reports being entered through said customer service input interface, each said product problem being associated with a specific product;
- a service code database containing service code records of previously encountered product problems and corresponding solutions;
- a service code input interface service code records being entered and updated in said service code database through said service code input interface;
- and
- a search engine searching said service code database for a corresponding previously encountered problem responsive to a problem request entered in said customer service input interface.
Dependencies are inferred from the claim text.