Method and apparatus for facilitating customer service communications in a computing environment

In a computing environment including a first computer system accessible by a first user, a second computer system accessible by a second user, and a third computer system accessible by a third user, wherein the first, second, and third computer systems are configured for intercommunication, a software problem resolution method for an end-user software application program, the method comprising the steps of:

• (a) executing an end-user software application program on the first computer system;
• (b) detecting a software error during execution of the end-user software application program;
• (c) in response to detecting a software error at step (b), capturing diagnostic information including identification of the software error and data related to the state of the first computer system and the state of the end-user software application program at the time of detection of the software error;
• (d) creating a problem resolution request comprising the diagnostic information;
• (e) interrupting execution of the end-user software application program upon creation of the problem resolution request;
• (f) displaying the problem resolution request to the end-user at the time of interruption;
• (g) communicating the problem resolution request to a second user at the second computer system;
• (h) attempting to resolve the software error at the second computer system;
• (i) upon failing to resolve the software error at step (h), communicating the problem resolution request from the second computer system to a third user at the third computer system;
• (j) finding a resolution to the software error at the third computer system;
• and
• (k) generating a solution signal to the software error at the third computer system.

In a computing environment including a first computer system accessible by a first user, a second computer system accessible by a second user, and a third computer system accessible by a third user, wherein the first, second, and third computer systems are configured to intercommunicate, a software question resolution method for an end-user software application program the method comprising the steps of:

• (a) executing an end-user software application program on the first computer system;
• (b) in response to input from the first user to the end-user software application program, launching an on-line help software component of the end-user software application program at the first computer system, whereby the first user attempts to locate an answer to a software question concerning the end-user software application program;
• (c) in response to input from the first user to the on-line help software component of the end-user software application program, displaying a user interface from within the help software component at the first computer system enabling the collection of information related to a software question;
• (d) collecting request information at the first computer system from the first user which defines a software question regarding the operation of the end-user software application program;
• (e) communicating the request information from the first computer system to a second user at the second computer system;
• and,
• (f) attempting to resolve the software question at the second computer system.