# US 2014/0154648 A1 · Knowledge base in virtual mobile management

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- Number: US 2014/0154648 A1
- Document ID: US20140154648A1
- Status: Published application
- Kind: A1
- Application number: 14/095,135
- Filed: 2013-12-03
- Published: 2014-06-05
- Earliest claimed: 2012-12-04
- Assignees: AetherPal Inc.
- Applicants: Aetherpal, Inc.
- Inventors: Deepak Gonsalves; Calvin Charles; Pooja Chengappa; Ramesh Parmar; Subramanyam Ayyalasomayajula; Artun Kutchuk; Byung Joon Oh
- Web page: https://patentgrep.com/patent/US20140154648A1

## CPC

- H04L 41/40: using virtualisation of network functions or resources, e.g. SDN or NFV entities
- G06F 3/01: Input arrangements or combined input and output arrangements for interaction between user and computer (G06F3/16 takes precedence)
- G06F 3/0484: for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
- G06F 11/0742: {in a data processing system embedded in a mobile device, e.g. mobile phones, handheld devices}
- G06Q 10/10: Office automation; Time management
- H04L 41/16: using machine learning or artificial intelligence
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

## Claims

### Claim 1

A method for knowledgebase management, the method comprising:
establishing a remote management session with a connected device;
receiving at a console at least one symptom from the connected device;
presenting at the console symptom based information and context sensitive information with respect to the connected device; and
using the symptom based information and context sensitive information to resolve the at least one symptom.

### Claim 2 (depends on 1)

The method of claim 1, further comprising:
prioritizing the symptom based information and context sensitive information based on context.

### Claim 3 (depends on 2)

The method of claim 2, wherein the symptom based information and context sensitive information is presented via a dashboard and at least one hotspot on the console.

### Claim 4 (depends on 3)

The method of claim 3, wherein the symptom based information and context sensitive information is generated from dynamic queries run in real-time during the remote management session.

### Claim 5 (depends on 3)

The method of claim 3, wherein the at least one hotspot includes at least one of top issues, landing page, device summary, application lists, process lists, and device information.

### Claim 6 (depends on 3)

The method of claim 3, further comprising:
clicking on the at least one hotspot to obtain specific information from at least one of external and internal online resources.

### Claim 7 (depends on 3)

The method of claim 3, wherein a hotspot is a context sensitive area.

### Claim 8 (depends on 1)

The method of claim 1, further comprising:
presenting tutorials based on at least one of symptom based information and context sensitive information to resolve the at least one symptom.

### Claim 9 (depends on 8)

The method of claim 8, further comprising:
recording a video of use cases with respect to the connected device; and
generating a tutorial based on recorded videos.

### Claim 10 (depends on 1)

The method of claim 1, wherein establishment of the remote management session is one of user initiated and network initiated.

### Claim 11

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.

### Claim 12 (depends on 11)

The method of claim 11, further comprising:
setting the knowledgebase search rules linked to the at least one of a provided symptom and device metrics within knowledgebase management fields on the console.

### Claim 13 (depends on 11)

The method of claim 11, wherein each knowledgebase profile includes at least one of a context sensitive hotspot, symptom selection configuration, and dynamic query configuration.

### Claim 14 (depends on 11)

The method of claim 11, wherein knowledgebase profiles correspond to different user groups or roles.

### Claim 15 (depends on 11)

The method of claim 11, wherein the at least one knowledgebase profile includes pre-formatted data queries.

### Claim 16 (depends on 11)

The method of claim 11, wherein the at least one knowledgebase profile includes topics based on a state of the connected device.

### Claim 17 (depends on 11)

The method of claim 11, wherein the at least one knowledgebase profile includes topics based on a state of the connected device that violate predefined metrics.

### Claim 18 (depends on 11)

The method of claim 11, wherein the at least one knowledgebase profile includes topics based on a state of the connected device that are outside a predefined operating range for the connected device.

### Claim 19 (depends on 11)

The method of claim 11, wherein dynamic queries on the least one knowledgebase profile are based on at least one of provided symptom and connected device state.

### Claim 20 (depends on 1)

The method of claim 1, further comprising:
presenting tutorials based on at least one of provided symptom and connected device state.

### Claim 21

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.

### Claim 22 (depends on 21)

The method of claim 21, wherein the storyboard tags are associated with connected device specifications.

### Claim 23 (depends on 21)

The method of claim 21, further comprising:
publishing the least one storyboard file to a content management server, wherein the content management server at least indexes and prioritizes storyboard files.

### Claim 24 (depends on 21)

The method of claim 21, further comprising:
reviewing existing storyboard files in the content management server;
revising an existing storyboard file; and
re-publishing revised storyboard file to the content management server.

### Claim 25

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.

### Claim 26 (depends on 25)

The method of claim 25, wherein the storyboard tags are associated with connected device specifications.

### Claim 27 (depends on 25)

The method of claim 25, further comprising:
publishing the least one storyboard file to a content management server, wherein the content management server at least indexes and prioritizes storyboard files.

### Claim 28

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.

### Claim 29 (depends on 28)

The system of claim 28, further comprising:
the knowledgebase management module configured to prioritize the symptom based information and context sensitive information based on context.

### Claim 30 (depends on 29)

The system of claim 29, wherein the symptom based information and context sensitive information is presented via a dashboard and at least one hotspot on the console.

### Claim 31 (depends on 29)

The system of claim 29, wherein a hotspot is a context sensitive area.

### Claim 32

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.

### Claim 33

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.

### Claim 34 (depends on 33)

The method of claim 33, further comprising:
viewing related storyboard articles on a same screen, wherein the remote support technician selects among desired articles that need to be viewed.

### Claim 35 (depends on 33)

The method of claim 33, wherein the related articles are displayed based on priority and popularity of the storyboard articles based on previous usage.

### Claim 36 (depends on 33)

The method of claim 33, wherein predefined symptoms with the connected device are provided as use cases for training.