KNOWLEDGE BASE IN VIRTUAL MOBILE MANAGEMENT

摘要

Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge. The application also relates to the creation and useage of storyboard files for training a remote support technician. Screen images of a connected device are annotated with instructions to create storyboard tags to be received by a content management server.