Using a database for managing solutions to problems

Claim 1

A method, executed by a machine as part of a help-desk system operated by a customer service representative, of searching for a solution to a problem statement posed by a customer, the method comprising: (a) receiving from the customer service representative an input signal encoding a representation of the customer problem statement; (b) retrieving, from a first store co-located with the machine, and displaying to the customer service representative, a first list of problem statements potentially matching the customer problem statement; (c) receiving from the customer service representative an input signal requesting that additional problem statements be displayed; (d) retrieving over a network, from a second store remote from the machine, and displaying to the customer service representative, a second list of problem statements potentially matching the customer problem statement; (e) receiving from the customer service representative an input signal designating a specific problem statement from the second list of problem statements, referred to as a selected problem statement; and (f) displaying to the customer service representative the solution stored in the second store and associated with the selected problem statement.

Claim 2

A method, executed by a machine as part of a help-desk system operated by a customer service representative, of searching for a solution to a problem statement posed by a customer, the method comprising: (a) receiving from the customer service representative an input signal encoding a representation of the customer problem statement; (b) retrieving, from a first store co-located with the machine, and displaying to the customer service representative, a first list of problem statements potentially matching the customer problem statement; (c) receiving from the customer service representative an input signal requesting that additional problem statements be displayed; (d) retrieving over a network, from a second store remote from the machine, and displaying to the customer service representative, a second list of problem statements potentially matching the customer problem statement; (e) receiving from the customer service representative an input signal designating a specific problem statement from the second list of problem statements, referred to as a selected problem statement; and (f) displaying to the customer service representative the solution stored in the second store and associated with the selected problem statement.

Claim 10

A method, executed by a machine as part of a help-desk system, operated by a customer service representative, of searching for a solution to a problem statement posed by a customer, the method comprising: (a) receiving from the customer service representative an input signal encoding a representation of the customer problem statement; (b) retrieving, from a first store co-located with the machine, and displaying to the customer service representative, a first list of problem statements potentially matching the customer problem statement; (c) receiving from the customer service representative an input signal requesting that additional problem statements be displayed; (d) identifying a second store remote from the first store, the second store containing at least one problem statement and at least one pre-existing solution associated with the at least one problem statement; (e) importing the second store into the first store over a network; (f) retrieving from the first store, and displaying to the customer service representative, a second list of problem statements potentially matching the customer problem statement; (g) receiving from the customer service representative an input signal designating a specific problem statement from the second list of problem statements, referred to as a selected problem statement; and (h) displaying to the customer service representative the solution stored in the first store and associated with the selected problem statement.

Claim 11

A method, executed by a machine as part of a help-desk system, operated by a customer service representative, of searching for a solution to a problem statement posed by a customer, the method comprising: (a) receiving from the customer service representative an input signal encoding a representation of the customer problem statement; (b) retrieving, from a first store co-located with the machine, and displaying to the customer service representative, a first list of problem statements potentially matching the customer problem statement; (c) receiving from the customer service representative an input signal requesting that additional problem statements be displayed; (d) identifying a second store remote from the first store, the second store containing at least one problem statement and at least one pre-existing solution associated with the at least one problem statement; (e) importing the second store into the first store over a network; (f) retrieving from the first store, and displaying to the customer service representative, a second list of problem statements potentially matching the customer problem statement; (g) receiving from the customer service representative an input signal designating a specific problem statement from the second list of problem statements, referred to as a selected problem statement; and (h) displaying to the customer service representative the solution stored in the first store and associated with the selected problem statement.