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User support system integrating FAQ and helpdesk features and FAQ maintenance capabilities
User support system integrating FAQ and helpdesk features and FAQ maintenance capabilities
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机译:集成了FAQ和帮助台功能以及FAQ维护功能的用户支持系统
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摘要
A user support system provides a user interface that integrates FAQ features and helpdesk features and a user support request handling interface that integrates user support request handing and FAQ database maintenance. The user interface screen allows a user to select one or more levels of categories of support topic, and displays a list of frequently asked questions (FAQ) based on the user-selected categories. Once the categories are selected, a message input window is displayed on the user interface screen to allow the user to send a support request to the support provider. The user support request handling interface allows a support staff to select from a database a template answer to the user's request; it also provides means for the support staff to directly edit the template answer in the database, add new questions and answers to the database, or assign a question to a category.
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