Knowledge base in virtual mobile management

A method for knowledgebase management, the method comprising:

• establishing a remote management session with a connected device;
• providing symptom based and context sensitive knowledgebase management during the remote management session;
• creating at least one knowledgebase profile based on at least one of a provided symptom and the connected device;
• setting knowledgebase search rules based on the least one of a provided symptom and the connected device;
• and
• presenting at the console the at least one knowledgebase profile and the knowledgebase search rules based on the at least one of provided symptom based information and context sensitive information based on the connected device.

A method for knowledgebase management, the method comprising:

• establishing a remote management session with a connected device;
• recording screen images with respect to the connected device;
• generating a video from recorded screen images;
• annotating the video with at least one of instructions or information to create storyboard tags;
• and
• bundling the storyboard tags to create at least one storyboard file for at least training.

A method for knowledgebase management, the method comprising:

• establishing a remote management session with a connected device;
• reviewing screen images at a technician console;
• selecting certain screen images;
• annotating the certain screen images with at least one of instructions or information to create storyboard tags;
• and
• generating a storyboard file from the storyboard tags.

A remote management system, comprising:

• a communication module configured to establish a remote management session with a connected device;
• a console configured to receive at least one symptom from the connected device;
• a knowledgebase management module configured to present at the console symptom based information and context sensitive information with respect to the connected device;
• the console configure to select a solution based on the symptom based information and context sensitive information;
• and
• the communication module configured to transmit the solution to the connected device.

A remote management system, comprising:

• a communication module configured to establish a remote management session with a connected device;
• a data log parser configured to retrieve screen images from the remote management session;
• a data image processor configured to add connected device information to the screen images;
• a markup converter configured to process annotations to the screen images;
• an article creator configured to generate storyboard tags from annotated screen images and to combine the storyboard tags into a storyboard file;
• and
• a content management server configured to receive the storyboard file for publishing to users.

A method for training a remote support technician, the method comprising:

• logging on to a console;
• selecting pre-canned articles or storyboards associated with a connected device of interest highlighted on a knowledgebase management dashboard;
• engaging in interactive tutorials as provided by the knowledgebase management dashboard with respect to the connected device;
• and
• performing context sensitive searches as provided by the knowledgebase management dashboard with respect to the connected device.