The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 04, 2019
Filed:
Dec. 03, 2013
Aetherpal, Inc., South Plainfield, NJ (US);
Deepak Gonsalves, Bridgewater, NJ (US);
Calvin Charles, Piscataway, NJ (US);
Pooja Chengappa, Edison, NJ (US);
Ramesh Parmar, Scotch Plains, NJ (US);
Subramanyam Ayyalasomayajula, Kendal Park, NJ (US);
Artun Kutchuk, La Jolla, CA (US);
Byung Joon Oh, Piscataway, NJ (US);
AetherPal Inc., Piscataway Township, NJ (US);
Abstract
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.