REMOTE TECHNIQUE SUPPORT PROVIDING METHOD AND REMOTE TECHNICAL SUPPORT PROVIDING APPARATUS USING CONFIGURABLE EXECUTABLE APPLICATION

摘要

PROBLEM TO BE SOLVED: To provide a method and an apparatus for improving the provision of remote technical support.;SOLUTION: In response to a service request, a user device receives an application executable from a technical support controller, and the executable application is invoked in the user device. The user device receives configuration information from the technical support controller. The executable application can be configured so as to be engaged with a dynamic workflow on the basis of the configuration information including an activity list, ie, so as to determine which activities should be carried out on the basis of previous results. The configuration information can be selected according to a specific property of the user device and/or that of the service request. Therefore, it is possible to best adapt the executable application to the needs of a requesting end user with minimum attention to the executable application from a remote technician.;COPYRIGHT: (C)2015,JPO&INPIT