Dynamic online presentation of solutions based on customer symptoms

摘要

A knowledge management system is disclosed providing the ability to use an issue's symptoms as search criteria for potential solutions within a solution network. User, system, and diagnostics information is received by the solution network. Symptoms of the issue are provided, which are then used with the user, system, diagnostics, and additional information to search the solution network for potential solutions.

主权项

1. A computer-implementable method for providing potential solutions within a solution network, comprising:
authoring a potential solution to an issue having an associated symptom; storing the potential solution in a solution repository; indexing the potential solution to the associated symptom; receiving a symptom of an issue; receiving user information, system information, and diagnostics information generated by on-the-box (OTB) diagnostics running on an information handling system of a user; receiving information relating to previously submitted user information, system information and diagnostics information and issue symptoms; searching the solution network based upon the received symptom as well as the user information, system information, and diagnostics information, the searching including accessing the solution repository; and, filtering potential solutions based upon the previously submitted user information, system information and diagnostics information and issue symptoms to determine whether a solution was previously provided to the user; and wherein a plurality of symptoms are presented in a tree format, the tree format enabling a user to navigate through symptoms one at a time, the tree format enabling the user to pick and choose particular symptoms.