| 摘要 |
<p>PROBLEM TO BE SOLVED: To make passessable data on the support contents carried out by a service center jointly with a user in a commodity support system for supporting the commodity of the user by the support center. SOLUTION: When a trouble has occurred in a PC 12, the user 10 telephones the service center 20, and the contents of the trouble are reported to a person in charge 21. DB 24 and a knowledge DB 25 are retrieved to obtain a solution method, and the solution method is directed to the user. The user operated the PC according to the instruction. At the end of support, the person in charge of support corrects the necessary portion of the obtained support data, and registers the corrected data in a customer management DB. The user gains access to a home page 32 from the PC, confirms this time support contents received, and acknowledges the same. The acknowledge information is registered in the customer management DB. The user can gain access to the home page at need to browse the support data.</p> |
