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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:用户支持系统集成了常见问题解答和帮助功能以及常见问题解答的维护功能
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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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