Systems, methods and articles for providing support information for a software application

摘要

Systems, methods and articles of manufacture for providing support information for a software application and generating a knowledge database of support information. A computer system generates a page of the software application displayable on a display. The page has a support button selectable by a user. In response to selection of the support button, the computer accesses support information regarding the page from a knowledge database that is separate from the software application. The computer generates a support page displayable on the display which includes the support information from the knowledge database. The knowledge database is updated at least partly based on analytical data regarding user access of the support information.

主权项

1. A computer-implemented method for providing support information for a software application, the method being performed on a computer, comprising:
generating a knowledge database regarding a page of the software application displayable on a display, by a method comprising:
a knowledge database computer receiving a notification from a user that an issue exists with the page of the software application, including a description of the issue;the knowledge database computer receiving support information as created by a customer support representative related to the issue in response to the notification from the user;the knowledge database computer receiving a notification that the support information will be released for publication to users of the software application;the knowledge database computer adding the support information to the knowledge database; andlinking the support information to a support button displayable on a page of the software application; the computer generating the page of the software application, the page including a support button displayed directly on the page; in response to a selection of the support button, the computer accessing support information from the knowledge database regarding the page, the knowledge database not a part of the software application; the computer generating a support page displayable on the display which includes the information from the knowledge database; modifying the software application to correct the issue and creating an update to the software application in which the support button for the defect has been removed; the computer sending a notification to the user to update the software application in which the support button has been removed.