Software Support Knowledge Database and Help Button Integration
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Solution Overview
Problem
Complex software applications often require extensive instruction manuals that are cumbersome and difficult for users to navigate, making it hard to find relevant support information for specific issues.
Innovation Solution
A computer-implemented method that generates a support page with a help button linked to a knowledge database, allowing users to access relevant support information directly from the software application, and a system for updating and maintaining this database with user feedback and analytical data to improve support content.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a comprehensive instruction manual is provided to explain all aspects of the software application, then complete support information is available, but the manual becomes unwieldy and difficult to use
Solution Approach 1:
The patent segments the comprehensive instruction manual into multiple discrete knowledge base entries, each covering specific topics or functions. Users can access individual relevant sections through the help button without navigating through a large unified manual, thus maintaining completeness while improving usability.
Solution Approach 2:
The patent introduces a knowledge base as an intermediary between the software application and the user. This intermediary stores support information in an organized manner and provides it on-demand through the help button, eliminating the need for users to navigate through a cumbersome manual while ensuring all information remains accessible.
2Loss of information
If a traditional instruction manual is used, then all support information is contained, but users have difficulty finding relevant information quickly
Solution Approach 1:
The patent performs preliminary organization of support information into a knowledge base structure before users need it. The information is pre-categorized and indexed, allowing users to quickly access relevant sections through the help button without having to search through a large manual, thus reducing search time while maintaining information availability.
Solution Approach 2:
The patent creates a digital copy of the support information in the knowledge base that can be instantly accessed and displayed. This digital copy allows users to retrieve relevant information immediately without physically navigating through pages of a manual, significantly reducing the time to find and access support information.
3Ease of operation
If support information is stored within the software application, then access is convenient, but updates require software reinstallation
Solution Approach 1:
The patent extracts support information from the software application itself and stores it separately in an external knowledge base. This allows the application to remain stable while support information can be updated independently in the knowledge base without requiring software reinstallation or updates, thus maintaining convenience while simplifying maintenance.
Solution Approach 2:
The patent makes the support information storage dynamic by separating it from the static software application. The knowledge base can be dynamically updated with new information or corrections without affecting the application's core functionality, allowing continuous improvement of support content without requiring application updates or reinstallation.
Data Source
AI summary
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.