JP2003256643A - Help desk system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve the problem in a conventional system that Q and A information is treated on text base, and the intention of a question cannot be precisely transmitted. <P>SOLUTION: This system is provided with a server device 1 for storing a know-how holder for question and answer information of screen operation comprising at least one of static image, text and voice and one animation; a first client device 3 connected to the server through a network 2, which records and registers the question information of screen operation in the server device, and further retrieves and browses the answer information of screen operation from the server; and a second client device 3 connected to the server device through the network, which retrieves and browses the question information of screen operation from the server device and records and registers the answer information to the question information in the server device. According to such a structure, the intention of a question can be precisely transmitted, and an answer easy to understand can be obtained. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a help desk system using a screen-captured moving image as a medium, and more particularly, a moving image in which screen operations of a terminal such as a client device are recorded and a still image, a description by text or voice. As a group, it relates to a help desk system that is used for questions such as screen operations and their answers and accumulates as know-how.

[0002]

2. Description of the Related Art A conventional help desk system will be described.

Japanese Laid-Open Patent Publication No. 11-1212946 uses video and audio as means for guiding a remote user of a software operating method. This prior art is
1: 1 for the person receiving the explanation and the person in charge of the explanation
There is no know-how database. In this prior art, a user and a service person exchange information (video, audio, command) at the same time, and operate like a TV conference system.

Further, in Japanese Patent Laid-Open No. 11-025174, a help desk system has a database in which past Q & As are accumulated. However, in this prior art, there is no description that the accumulated Q & A is composed of video, audio, still image, and text. This prior art is an idea centered on an automatic reply sending method that has a two-step reply route of a person in charge of contact and an expert with past Q & A.

Further, in JP-A-11-172700, a help desk system has a database in which past Q & As are accumulated. However, in this prior art, there is no description that the accumulated Q & A is composed of video, audio, still image, and text. This prior art shows means for registering Q & A as a pair of information using an SQL database and means for retrieving these, and according to the embodiment, the data handled by these is composed only of text information. I understand things. According to this prior art, Q & A information is handled on a text basis. In addition, the questioner does not directly use the system.

[0006]

The conventional help desk system as described above has a problem that the user and the service person must exchange information (video, voice, command) at the same time.

Further, since the Q & A information is handled on a text basis, the intention of the question cannot be accurately conveyed, and it is difficult to understand.

The present invention was made in order to solve the above-mentioned problems, and by interposing a know-how database, Q & A does not necessarily have to be performed simultaneously, and Q & A information is accumulated in the know-how database. By doing so, users (including third parties) can search and refer to these to find answers and hints to their own questions, and service personnel can refer to past answers when creating answers. Aim to get the system.

Further, according to the present invention, it is possible to create the information that the questioner wants to convey centering on the actual screen operation record, so that the intention of the question can be conveyed accurately, and the answer from the center is correct. The purpose is to obtain a help desk system that is easy to understand and use because it is composed of moving images that record screen operations, explanatory diagrams (still images) with clear points, explanatory text (text), and voice. To do.

[0010]

A help desk system according to claim 1 of the present invention comprises at least one of a still image, a text and a voice and a moving image in which a screen operation is recorded. A server device that stores a know-how folder and a server device that is connected to the server device via a network, record question information of the screen operation and register it in the server device, and retrieve answer information of the screen operation from the server device. The first client device to browse and the server device are connected through a network, and the server device retrieves and browses the question information of the screen operation and records the answer information to the question information to the server device. And a second client device for registration.

A help desk system according to claim 2 of the present invention is a server which comprises at least one of a still image, text and voice and a moving image in which a screen operation is recorded, and which stores a know-how folder of screen operation question and answer information. Device and the server device through a network,
A client device for searching and browsing the question and answer information of the screen operation.

In the help desk system according to claim 3 of the present invention, the know-how folder is composed of an explanation list including header information indicating know-how attributes, moving picture attribute information, and an explanatory sentence associated with an arbitrary scene of the moving picture. And a still image file which is an explanatory diagram associated with an arbitrary scene of the moving image.

In the help desk system according to claim 4 of the present invention, the server device registers a know-how storage unit for storing the know-how folder and a know-how folder transmitted from a client device in the know-how storage unit. Section, a search processing section for transmitting to the client apparatus identification information of a know-how folder that matches the search condition transmitted by the client apparatus among the know-how folders stored in the know-how storage section, and stored in the know-how storage section. Among the know-how folders, the download processing unit for transmitting the know-how folder selected by the client device to the client device is at least included.

According to a fifth aspect of the present invention, in the help desk system, the first client device captures an operation screen and a first know-how storage section for storing the know-how folder, and the first know-how is stored as a moving image file. A recording processing section to be stored in the know-how storage section and reproducing the moving image file, and generating question information including at least one of a still image, text and voice at a predetermined timing.
Editing processing unit, a first saving processing unit that generates a know-how file and a still image file from the question information and saves the know-how file and the still image file in the know-how folder, and a registration request to the server device, and the first know-how storing unit A first registration request processing unit that transmits the know-how folder stored in the server device to the server device, and a search request with the search condition attached to the server device. A first search request processing unit that obtains identification information, and a first download request processing unit that attaches identification information of a know-how folder to the server device and issues a download request, and acquires the know-how folder selected from the server device. And a second node that stores at least the know-how folder. (C) a storage unit, a second search request processing unit that attaches search conditions to the server device, makes a search request, and acquires identification information of a know-how folder that matches the search conditions from the server device; A second download request processing unit that attaches identification information of a know-how folder and issues a download request, and acquires a selected know-how folder from the server device, and reproduces the moving image file, and downloads a still image, text, and A second edit processing unit for generating answer information including at least one of voices; a second save processing unit for generating a know-how file and a still image file from the answer information and saving the know-how file and still image file in the know-how folder; A registration request is sent to the device, and the know-how folder stored in the second know-how storage unit is sent to the server device. A second registration request processing section for sending one having at least.

In the help desk system according to claim 6 of the present invention, the client device attaches a search condition to the server device to make a search request, and the server device identifies information of a know-how folder that matches the search condition. And a search request processing unit that obtains the identification information of the know-how folder is attached to the server device to issue a download request,
At least a download request processing unit for acquiring the know-how folder selected from the server device.

[0016]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiment 1. A help desk system according to Embodiment 1 of the present invention will be described with reference to the drawings. FIG. 1 is a diagram showing the configuration of the entire help desk system according to the first embodiment of the present invention.
In each figure, the same reference numerals indicate the same or corresponding parts.

In FIG. 1, 1 is a server device, 2 is a network such as the Internet, 3 is a client device,
Reference numeral 4 is a client device having another function.

In the figure, 10 is the server body,
Reference numeral 20 is an auxiliary storage device. Further, 30 is a personal computer (PC), 50 is an auxiliary storage device, 60 is a display device such as a liquid crystal, 61 is a mouse, 62 is a keyboard, 6
3 is a speaker and 64 is a microphone.

FIG. 2 is a diagram showing the configuration of the server device of the help desk system according to the first embodiment of the present invention.

In FIG. 2, 11 is a communication processing unit, 12 is a registration processing unit, 13 is a deletion processing unit, 14 is a download processing unit, 15 is a search processing unit, and 16 is a transmission processing unit. Reference numeral 21 is a know-how storage unit.

This communication processing unit 11 uses a known OS and WW.
It consists of W server software. The registration processing unit 12, the deletion processing unit 13, the download processing unit 14, the search processing unit 15, and the transmission processing unit 16 are programs that are executed in cooperation with the WWW server software. Further, the know-how storage unit 21 is stored in the auxiliary storage device 20, stores data having a folder and file structure, and is accessed by the program.

FIG. 3 is a diagram showing the configuration of the client device of the help desk system according to the first embodiment of the present invention.

In FIG. 3, reference numeral 31 is an input / output processing unit, and 32 is
Is a recording processor, 33 is an edit processor, 34 is a save processor,
Reference numeral 35 is a registration request processing unit, 36 is a deletion request processing unit, 37 is a download request processing unit, 38 is a search request processing unit, 39.
Is a know-how display processing unit, and 40 is a communication processing unit. Reference numeral 51 is a know-how storage unit.

The input / output processing unit 31 is composed of a known window type OS (including a control function for various devices), a program operating on it, and a known WWW browser software. Further, the recording processing unit 32, the editing processing unit 33, the saving processing unit 34, the registration request processing unit 35, the deletion request processing unit 36, the download request processing unit 37, the search request processing unit 38, and the know-how display processing unit 39 are It is a group of programs that are dispatched from the output processing unit 31 according to the user's operation content. . Furthermore, the communication processing unit 40
Is part of the known OS, WWW browser software. Furthermore, the know-how storage unit 51 is stored in the auxiliary storage device 50, stores data having a folder and file structure, and is accessed by the program.

FIG. 4 is a diagram showing the configuration of another client device of the help desk system according to the first embodiment of the present invention.

The client device 4 is the same as the client device 3 shown in FIG. 3, except that the recording processing unit 32, the editing processing unit 33, the saving processing unit 34, the registration request processing unit 35, the deletion request processing unit 36, and the know-how storage unit. 51 is deleted. Further, the input / output processing unit 31 and the communication processing unit 40
Consists of a known OS and WWW browser software. Furthermore, the download request processing unit 37, the search request processing unit 38, and the know-how display processing unit 39 are the mechanism for the above-mentioned WWW browser software to process the HTML format data transmitted from the server device 1 (this part is the client device. 3 is also the same).

FIG. 5 is a diagram showing the data structure of the know-how storage units of the server device and the client device of the help desk system according to the first embodiment of the present invention.

As shown in FIG. 5, one folder 70 is
It exists for each know-how, and know-how storage units 21, 51
A plurality of folders 70 are stored in. Further, one folder 70 is composed of a know-how file 71, a moving image file 72, and a plurality of still image files 73.

Next, the operation of the help desk system according to the first embodiment will be described with reference to the drawings.

FIG. 6 is a diagram showing an outline of the operation of the help desk system according to the first embodiment of the present invention.

(1) Question content recording → (2) Question content registration → (3) Question content search → (4) Question content browsing / downloading → (5) Answer content recording → (6) Answer content registration →
(7) Answer content search → (8) A series of operations up to answer content browsing will be described.

First, (1) question content recording will be described.

FIG. 26 shows the client device 3A of the questioner.
5 is a flowchart showing an input operation of the input / output processing unit 31 of FIG.

FIG. 27 is a diagram showing an operation screen in the input / output processing unit 31 of the client device 3A.

In FIG. 27, 93 is an "operation screen", 9
3a is a moving image display area, 93b is a scroll bar, and 93c.
"Play" button, 93d "Pause" button, 93
e is a "stop" button, 93f is a "record start" button, 9
3g is an explanatory text input area, 93h is an "edit explanatory drawing" button, 93i is an "add" button, 93j is an "delete" button, and 93k is an explanatory list.

In the moving image display area 93a, the situation of the recorded screen operation is displayed. The recording start button 93f is
Press to use when recording screen operation status. Also,
In the explanatory note input area 93g, an explanatory note associated with an arbitrary scene of the moving image is input. Furthermore, the edit button 93h of the explanatory diagram is used when editing the explanatory diagram associated with an arbitrary scene of the moving image, and switches to the edit mode shown in FIG.

FIG. 28 is a diagram showing an edit mode screen transitioned from the operation screen in the input / output processing unit 31 of the client device 3A.

In FIG. 28, 94 is an "editing mode screen", 94a is an explanatory diagram editing area, 94b to 94e are editing tool buttons for writing figures and characters on the explanatory diagram, and 94f is an "edit end" button.

FIG. 29 is a flow chart showing the output operation of the input / output processing unit 31 of the client device 3A. Further, FIG. 30 shows the recording processing unit 32 of the client device 3A.
3 is a flowchart showing the operation of FIG. In addition, FIG.
It is a flow chart which shows operation of edit processing part 33 of client device 3A.

FIG. 32 is a diagram showing the structure of an explanation list in the edit processing section 33 of the client device 3A.

In FIG. 32, the explanation list includes the moving image elapsed time, the explanation, the explanation figure file name, the explanation figure width,
It is composed of explanatory drawing height and. This description list is stored in the memory (not shown) of the client device 3A.

FIG. 33 is a flowchart showing the operation of the save processing unit 34 of the client device 3A.

FIG. 34 is a diagram showing the structure of header information in the storage processing unit 34 of the client device 3A.

In FIG. 34, the header information includes title, creator, summary, environment, category, question,
It consists of an answer and This header information is stored in the memory (not shown) of the client device 3.

FIG. 35 is a diagram showing the structure of a know-how file in the save processing section 34 of the client device 3A.

In FIG. 35, the know-how file is composed of header information, moving image attribute information including moving image file name, size, time, etc., and an explanation list.

In steps 1000 to 1002 of FIG. 26, the input / output processing unit 31 of the client apparatus 3A displays the operation screen 93 shown in FIG. 27 on the display device 60 and waits for an input from the device.

Next, in steps 1003 to 1004, when there is an input from the device, a screen and a voice accompanying the input are output. These are GUI operations by the functions of the OS and WWW browser, and screen transitions by programs.

Next, in step 1005, in the case of a recording operation, the process proceeds to recording processing in step 1200.

In steps 1200 to 1202 of FIG. 30, the recording processor 32 of the client device 3A starts capturing and encoding the operation screen when recording is started. Known software is used for capturing and encoding (to a moving image file) the operation screen.

That is, when the questioner wants to record the screen operation as the question content, he clicks the recording start button 93f with the mouse 61 on the operation screen 93 of FIG. 27, and this operation screen 93 becomes a reduced icon. , Operate other applications etc. on the empty screen to operate the screen of the question content. During this period, the entire screen operation of the series of questions is recorded.

Steps 1201, 1203 to 1 in FIG.
At 204, the recording processing unit 3 of the client device 3A
When the recording is ended, 2 ends the capture and encoding of the operation screen. Next, the encoded moving image file is stored in the know-how storage unit 51.

That is, when the questioner wants to finish recording the screen operation of the question content, he or she clicks the reduction icon on the operation screen 93 at the bottom of the screen to enlarge it.

In the case of an editing operation in step 1006 of FIG. 26, the process proceeds to the editing process of step 1300.

In steps 1300 to 1302 of FIG. 31, the edit processing unit 33 of the client device 3A sends the know-how storage unit 5 to the input / output processing unit 31 in the case of moving image reproduction.
Request to play the video file saved in 1.

In steps 1100 to 1103 of FIG. 29, the input / output processing unit 31 of the client device 3A reads the moving image file from the know-how storage unit 51, and the moving image display area 93a of the operation screen 93 displayed on the display device 60. To play.

That is, the questioner clicks the play button 93c when he / she wants to play back the moving image (screen operation of the question content whose recording has been completed).

In steps 1303 to 1305 of FIG. 31, the edit processing unit 33 of the client device 3A requests the input / output processing unit 31 to pause the moving image being reproduced when the moving image is temporarily stopped. Further, the video of the paused moving image is captured and stored in the know-how storage unit 51 as a still image file.

Next, steps 1308 to 131 in FIG.
0, the edit processing unit 33 of the client device 3A
In the case of editing the explanatory diagram, the operation screen 93 is changed to the edit mode screen 94, and the still image file stored in the know-how storage unit 51 is edited (character writing, graphic drawing, etc.). Then, a screen output request for the edited result is issued to the input / output processing unit 31.

Next, steps 1311 to 131 in FIG.
2, the edit processing unit 33 of the client device 3A
Stores the edited result in the know-how storage unit 51 as a still image file when saving the explanatory diagram. When the explanatory diagram and the explanatory text are added at the same time, the explanatory list shown in FIG. 32 is created and stored based on the input explanatory text.

That is, when the questioner wants to add an explanatory text or an explanatory diagram to be associated with an arbitrary scene of a moving picture, first, the pause button 93d is clicked to temporarily stop the moving picture being reproduced, and in some cases, the scroll bar. A scene is selected by 93b. Then, the description input area 93g
For example, when the operation is not understood, an operation procedure and a descriptive text (text) such as a specific unknown part are input, and an explanatory diagram (still image) is edited. In some cases, input voice. The information added to the selected scene does not have to be all of the above, and may be an appropriate combination or any one of them.

When editing an explanatory diagram (still image),
The questioner clicks the edit button 93h in the explanatory diagram on the operation screen 93. After transitioning from the operation screen 93 to the edit mode screen 94, figures and characters are written in the still image displayed in the explanatory diagram edit area 94a by using the edit tool buttons 94b to 94e. Finally, when saving the edited result, the edit end button 94f is clicked.

When adding or deleting an explanatory text or an explanatory diagram, the inquirer asks the add button 9 on the operation screen 93.
3i and the delete button 93j are clicked, the edit processing unit 33 of the client apparatus 3A causes the edit processing unit 33 to perform step 1 in FIG.
The processing of steps 313 to 1314 and steps 1315 to 1317 is executed.

Further, when the moving picture is stopped, when the questioner clicks the stop button 93e on the operation screen 93, the edit processing section 33 of the client apparatus 3A.
Executes the processing of steps 1306 to 1307 of FIG.

In step 1007 of FIG. 26, in the case of a save operation, the process proceeds to the editing process of step 1400.

In steps 1400 to 1403 of FIG. 33, the storage processing unit 34 of the client device 3A generates the know-how file 71 from the header information and the explanation list. Then, the created know-how file 71 and the moving image file 7 in which the attributes are described in the know-how file 71
2 and the still image file 73 whose attributes are described in the explanation list in the know-how file are saved in the designated folder 70 of the know-how storage unit 51.

The questioner inputs each item of the header information shown in FIG. In the question / answer field, enter "question" because it is an example of recording the question contents. The know-how file 71 shown in FIG. 35 is, for example, XML (E
An example created in xtensible Markup Language) is shown below.

Next, (2) question content registration will be described.

FIG. 36 is a flowchart showing the operation of the registration request processing section 35 of the client device 3A.

37, 38, 39, and 4
0, the deletion request processing unit 36 of the client device 3A,
The flowchart showing the operations of the download request processing unit 37, the search request processing unit 38, and the know-how display processing unit 39 is the same as in FIG.

In the case of a registration request in step 1008 of FIG. 26, the process proceeds to the registration request process of step 1500.

In steps 1500 to 1505 of FIG. 36, the registration request processing unit 35 of the client device 3A
It makes a registration request to the server device 1 and waits for a response from the server device 1. When there is a response, the response from the server device 1 is received and a display request is issued to the input / output processing unit 31.

On the other hand, in steps 100 to 103 of FIG. 7, the communication processing unit 11 of the server device 1 waits for a request from the client device 3A, and if there is a request from the client device 3A, and if there is a registration request, the step is performed. Proceed to the registration process of 200.

In steps 200 to 202 of FIG.
The registration processing unit 12 of the server device 1 performs user authentication processing. If no username and password are attached,
In step 208, the user authentication screen 81 shown in FIG. 10 is sent to the client device 3A as a response.
If the user name and password are incorrect, the authentication error screen 82 shown in FIG. 11 is sent as a response to the client device 3A in step 209.

Next, in step 203, it is determined whether or not the selection information (folder) to be registered is attached. If not attached, the registration target selection screen 83 shown in FIG. 12 is sent as a response to the client device 3A in step 210.

Next, in step 204, the data (folder) to be registered is uploaded to the server.

Next, in steps 205 to 207,
If the data format is correct, the data is added to the know-how storage unit 21. In addition, the client device 3A is displayed as shown in FIG.
The registration completion screen 80 shown in is sent.

On the other hand, in steps 211 to 212,
If the data format is not correct, delete the uploaded data. Further, the registration error screen 84 shown in FIG. 13 is sent to the client device 3A.

The flowcharts showing the operations of the deletion processing section 13 and the download processing section 14 of the server device 1 shown in FIGS. 14 and 17 are the same as those in FIG.

Next, (3) question content search will be described.

FIG. 39 is a flowchart showing the operation of the search request processing unit 38 of the client device 3B of the respondent who is physically different from that of the questioner.

In step 1011 of FIG. 26, in the case of a search request, the process proceeds to the search request process of step 1800.

In steps 1800 to 1805 of FIG. 39, the search request processing unit 38 of the client device 3B
It makes a search request to the server device 1 and waits for a response from the server device 1. When there is a response, the response from the server device 1 is received and a display request is issued to the input / output processing unit 31.

On the other hand, in step 106 of FIG. 7, the communication processing unit 11 of the server device 1 determines that the client device 3B
When there is a request from the client device 3B and the request is a search request, the process proceeds to the search process of step 500.

In step 501 of FIG. 20, the search processor 15 of the server device 1 determines whether or not the search condition is attached. If the search condition is not attached, in step 507, the client device 3B is displayed as shown in FIG.
The search condition screen 90 shown in FIG.

Next, in step 502, if the search condition is attached, the 1
Retrieve folder data one by one.

Next, in steps 503 to 504,
If they match the search condition, the title, the outline, etc. of the data (header information of the know-how file) are added to the search result screen 89 shown in FIG.

Next, in steps 505 to 506,
When all text data is searched, the search result screen 89 shown in FIG. 21 is sent to the client device 3B. When the relevant part of the search result on the search result screen 89 is clicked, the process moves to the download request process together with the corresponding folder information.

Next, (4) question content browsing / downloading will be described.

FIG. 38 shows the client device 3B of the respondent.
5 is a flowchart showing the operation of the download request processing unit 37 of FIG.

In step 1010 of FIG. 26, in the case of a download request, the process proceeds to the download request process of step 1700.

In steps 1700 to 1705 of FIG. 38, the download request processing unit 37 of the client device 3B makes a download request to the server device 1 and waits for a response from the server device 1. When there is a response, the response from the server device 1 is received and a display request is issued to the input / output processing unit 31.

On the other hand, in step 105 of FIG. 7, the communication processing section 11 of the server device 1 determines that the client device 3B
When there is a request from the client device 3B and the request is a download request, the process proceeds to the download process of step 400.

In steps 400 to 402 of FIG. 17, the download processing unit 14 of the server device 1 performs the same user authentication process as the registration processing unit 12 of FIG.

Next, in steps 403-405,
When the selection information (folder) to be downloaded is attached, the download to the client device 3B is executed. Further, the download completion screen 87 shown in FIG. 18 is sent to the client device 3B.

At step 408, if the selection information (folder) to be downloaded is not attached,
The download error screen 88 shown in FIG. 19 is sent to the client device 3B.

Subsequently, the operations of (5) answer content recording and (6) answer content registration are basically the same as those of (1) question content recording and (2) question content registration described above. However, the recording process of the client device 3B is unnecessary.

Then, (7) answer content search, and (8)
The operation of browsing the answer content is basically the same as the above-mentioned (3) question content search and (4) question content browsing / downloading.

Next, (9) question / answer content search → (1
0) A series of operations for browsing question / answer contents will be described.

(9) Question / answer content search, and (10)
The operation of browsing the question / answer content is basically the same as the above-described (3) question content search and (4) question content browsing / downloading.

The know-how folder previously created in the know-how storage section 21 of the server device 1 is searched and viewed by the client device 4 of the viewer.

That is, in step 1011 of FIG. 26, in the case of a search request, the process proceeds to the search request process of step 1800.

In steps 1800 to 1805 of FIG. 39, the search request processing unit 38 of the client device 4 makes a search request to the server device 1 and waits for a response from the server device 1. When there is a response, the response from the server device 1 is received and a display request is issued to the input / output processing unit 31.

On the other hand, in step 106 of FIG. 7, the communication processing unit 11 of the server device 1 waits for a request from the client device 4, and if there is a request from the client device 4 and there is a search request, the communication processing part 11 proceeds to step 500. Proceed to search processing.

In step 501 of FIG. 20, the search processor 15 of the server device 1 determines whether or not the search condition is attached. If the search condition is not attached, the search condition screen 90 shown in FIG. 22 is sent to the client device 4 in step 507.

Next, in step 502, if the search condition is attached, the information from the know-how storage unit 21 is set to 1
Retrieve folder data one by one.

Next, in steps 503 to 504,
If they match the search condition, the title, the outline, etc. of the data (header information of the know-how file) are added to the search result screen 89 shown in FIG.

Next, in steps 505 to 506,
When all text data has been searched, the search result screen 89 shown in FIG. 21 is sent to the client device 4. When the relevant part of the search result on the search result screen 89 is clicked, the process moves to the download request process together with the corresponding folder information.

Subsequently, in step 1010 of FIG. 26, in the case of a download request, step 1700
To the download request process.

In steps 1700 to 1705 of FIG. 38, the download request processing section 3 of the client device 4 is executed.
7 makes a download request to the server device 1 and waits for a response from the server device 1. When there is a response, the response from the server device 1 is received and a display request is issued to the input / output processing unit 31.

On the other hand, in step 105 of FIG. 7, the communication processing unit 11 of the server device 1 waits for a request from the client device 4, and if there is a request from the client device 4 and there is a download request, the communication processing part 11 of step 400 is executed. Proceed to download processing.

In steps 400 to 402 of FIG. 17, the download processing unit 14 of the server device 1 performs the same user authentication processing as the registration processing unit 12 of FIG.

Next, in steps 403-405,
If the selection information (folder) to be downloaded is attached, the download to the client device 4 is executed. Further, the download completion screen 87 shown in FIG. 18 is sent to the client device 4.

At step 408, if the selection information (folder) to be downloaded is not attached,
The download error screen 88 shown in FIG. 19 is sent to the client device 4.

The help desk service user can create the information to be transmitted centering on the actual screen operation record, and can accurately convey the intent of the question.
In addition, since the answer from the center (help desk: server device 1) is also composed of a moving image in which correct screen operations are recorded, an explanatory diagram (still image) with clear points, an explanatory text (text), and a voice, It is easy to understand and easy to use.

As an ASP (application service provider), in addition to being able to send an accurate answer to the help desk service user, it also accumulates Q & A between the user and the center in the center and collects these know-how. The services provided will also be possible.

[0117]

As described above, the help desk system according to the first aspect of the present invention comprises at least one of a still image, text and voice and a moving image in which the screen operation is recorded, and the question and answer information of the screen operation. Connected to the server device via a network and storing the question information of the screen operation and registering it in the server device, and searching the server device for answer information of the screen operation. First browse
Second client device connected to the server device through a network, searching and browsing question information of the screen operation from the server device, and recording answer information to the question information and registering the answer information in the server device. Since it is provided with the client device, it is possible to accurately convey the intent of the question and obtain an answer that is easy to understand.

As described above, the help desk system according to claim 2 of the present invention comprises at least one of a still image, text and voice and a moving image in which the screen operation is recorded, and knows the question and answer information of the screen operation. Since the server device that stores the folder and the client device that is connected to the server device through the network and that searches and browses the question and answer information of the screen operation are provided,
The effect is that an accurate answer can be sent to the service user.

As described above, in the help desk system according to claim 3 of the present invention, the know-how folder includes the header information indicating the know-how attribute, the moving picture attribute information, and the explanatory text associated with an arbitrary scene of the moving picture. Since it has a know-how file composed of an explanation list including, a movie file that is the status of screen operation, and a still image file that is an explanatory diagram associated with any scene of the movie, it is possible to accurately convey the intent of the question. The effect is that an easy-to-understand answer can also be obtained.

As described above, in the help desk system according to claim 4 of the present invention, the server device stores the know-how storage unit for storing the know-how folder and the know-how folder transmitted from the client device in the know-how storage unit. A registration processing unit that registers to the client device, a search processing unit that transmits, to the client device, identification information of a know-how folder that matches the search condition transmitted by the client device among the know-how folders stored in the know-how storage unit, and the know-how. Among the know-how folders stored in the storage unit, since at least the know-how folder selected by the client device is transmitted to the client device, the download processing unit is provided, so that the intention of the question can be accurately communicated and an easy-to-understand answer can be provided. The effect of being able to obtain That.

In the help desk system according to claim 5 of the present invention, as described above, the first client device captures the first know-how storing section for storing the know-how folder and the operation screen to generate a moving image. A recording processing unit that stores the file as a file in the first know-how storage unit, and a first editing process that reproduces the moving image file and generates question information including at least one of a still image, text, and sound at a predetermined timing. Section, a first saving processing section for generating a know-how file and a still image file from the question information and saving the know-how file and the still image file in the know-how folder, and a registration request to the server device, which is stored in the first know-how storage section. A first registration request processing unit for transmitting the know-how folder to the server device, and a search condition attached to the server device. A first search request processing unit that makes a search request and acquires identification information of a know-how folder that matches the search condition from the server device, and a download request with the identification information of the know-how folder attached to the server device. At least a first download request processing unit that acquires the know-how folder selected from the server device, and the second client device stores a second know-how storage unit that stores the know-how folder;
Make a search request by attaching search conditions to the server device,
A second search request processing unit that acquires the identification information of the know-how folder that matches the search condition from the server device and the download request with the identification information of the know-how folder attached to the server device, and selected from the server device. A second download request processing unit that acquires a know-how folder; and a second edit processing unit that reproduces the moving image file and generates answer information including at least one of a still image, text, and voice at a predetermined timing, A second storage processing unit that generates a know-how file and a still image file from the response information and stores the know-how file in the know-how folder, and a registration request to the server device, and the know-how stored in the second know-how storage unit. Since it has at least a second registration request processing unit for transmitting a folder to the server device, the intention of the question is It can convey precisely, an effect that can be obtained also easy to understand answers.

As described above, in the help desk system according to the sixth aspect of the present invention, the client device attaches a search condition to the server device to make a search request, and the server device matches the search condition. At least a search request processing unit that acquires identification information of a know-how folder and a download request processing unit that attaches the identification information of the know-how folder to the server device to issue a download request and acquire the know-how folder selected from the server device. Since it has, the effect that an accurate answer can be sent to a service user is produced.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration of a help desk system according to a first embodiment of the present invention.

FIG. 2 is a diagram showing a configuration of a server device of the help desk system according to the first embodiment of the present invention.

FIG. 3 is a diagram showing a configuration of a client device of the help desk system according to the first embodiment of the present invention.

FIG. 4 is a diagram showing a configuration of another client device of the help desk system according to the first embodiment of the present invention.

FIG. 5 is a diagram showing a data configuration of a know-how storage unit of a server device and a client device of the help desk system according to the first embodiment of the present invention.

FIG. 6 is a diagram showing an outline of the operation of the help desk system according to the first embodiment of the present invention.

FIG. 7 is a flowchart showing an operation of the communication processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 8 is a flowchart showing an operation of a registration processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 9 is a diagram showing a registration completion screen in the registration processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 10 is a diagram showing a user authentication screen in the registration / deletion / download processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 11 is a diagram showing an authentication error screen in the registration / deletion / download processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 12 is a diagram showing a registration target selection screen in the registration processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 13 is a diagram showing a registration error screen in the registration processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 14 is a flowchart showing an operation of a deletion processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 15 is a diagram showing a deletion completion screen in the deletion processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 16 is a diagram showing a deletion error screen in the deletion processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 17 is a flowchart showing an operation of a download processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 18 is a diagram showing a download completion screen in the download processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 19 is a diagram showing a download error screen in the download processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 20 is a flowchart showing an operation of the search processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 21 is a diagram showing a search result screen in the search processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 22 is a diagram showing a search condition screen in the search processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 23 is a flowchart showing an operation of the transmission processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 24 is a diagram showing a know-how display screen in the transmission processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 25 is a diagram showing a transmission error screen in the transmission processing unit of the server device of the help desk system according to the first embodiment of the present invention.

FIG. 26 is a flowchart showing an input operation of the input / output processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 27 is a diagram showing an operation screen in the input / output processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 28 is a diagram showing an edit mode screen transitioned from the operation screen in the input / output processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 29 is a flowchart showing an output operation of the input / output processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 30 is a flowchart showing an operation of the recording processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 31 is a flowchart showing an operation of the edit processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 32 is a diagram showing a structure of an explanation list in an edit processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 33 is a flowchart showing an operation of the save processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 34 is a diagram showing a structure of header information in a storage processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 35 is a diagram showing the structure of a know-how file in the save processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 36 is a flowchart showing an operation of the registration request processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 37 is a flowchart showing an operation of the deletion request processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 38 is a flowchart showing an operation of a download request processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 39 is a flowchart showing an operation of the search request processing unit of the client device of the help desk system according to the first embodiment of the present invention.

FIG. 40 is a flowchart showing an operation of the know-how display processing unit of the client device of the help desk system according to the first embodiment of the present invention.

[Explanation of symbols]

1 server device, 2 network, 3 client device, 4 client device, 10 server body, 11
Communication processing unit, 12 registration processing unit, 13 deletion processing unit,
14 Download Processing Unit, 15 Search Processing Unit, 16
Transmission processing unit, 20 auxiliary storage device, 21 know-how storage unit, 30 personal computer (PC), 31 input / output processing unit, 32 recording processing unit, 33 editing processing unit, 3
4 storage processing unit, 35 registration request processing unit, 36 deletion request processing unit, 37 download request processing unit, 38 search request processing unit, 39 know-how display processing unit, 40 communication processing unit, 50 auxiliary storage device, 51 know-how storage unit, 6
0 display device, 61 mouse, 62 keyboard, 63
Speaker, 64 microphones.

Claims (6)

[Claims] 1. A server device comprising a still image, at least one of text and voice and a moving image recording screen operation, which stores a know-how folder of question and answer information of the screen operation, and a server device connected to the server device through a network. A first client device that records question information of the screen operation and registers it in the server device, and that searches and browses answer information of the screen operation from the server device; and is connected to the server device through a network. And a second client device for searching and browsing the question information of the screen operation from the server device, recording the answer information to the question information, and registering the answer information in the server device. Desk system. 2. A server device comprising a still image, at least one of text and voice and a moving image recording screen operation, which stores a know-how folder of question and answer information of the screen operation, and a server device connected to the server device via a network. And a client device for searching and browsing the question and answer information of the screen operation. 3. The know-how folder includes header information indicating a know-how attribute, moving picture attribute information,
And a know-how file composed of an explanation list including explanations associated with arbitrary scenes of the moving image, a moving image file that is the status of screen operation, and a still image file that is an explanatory diagram relating to the arbitrary scenes of the moving image. The help desk system according to claim 1 or 2, characterized in that: 4. The know-how storage unit for storing the know-how folder, the registration processing unit for registering the know-how folder transmitted from the client device in the know-how storage unit, and the server device for storing the know-how folder stored in the know-how storage unit. Of the know-how folders, the search processing unit that transmits the identification information of the know-how folder that matches the search condition transmitted by the client device to the client device, and the know-how folder stored in the know-how storage unit are selected by the client device. The help desk system according to claim 1, 2 or 3, further comprising a download processing unit that transmits the know-how folder to the client device. 5. The first client device comprises: a first know-how storage unit that stores the know-how folder; and a recording processing unit that captures an operation screen and stores it as a moving image file in the first know-how storage unit. A first edit processing unit that reproduces the moving image file and generates question information including at least one of a still image, text, and sound at a predetermined timing; and a know-how file and a still image file from the question information. A first storage processing unit for storing the know-how folder stored in the first know-how storage unit to the server device, and a first storage processing unit for storing the know-how folder stored in the first know-how storage unit to the server device. A search request is made by attaching a search condition to the processing unit and the server device,
A first search request processing unit that acquires the identification information of the know-how folder that matches the search conditions from the server device, and attaches the identification information of the know-how folder to the server device to issue a download request, and select from the server device. The second client device has at least a first download request processing unit that acquires a know-how folder, and the second client device attaches a search condition to the second know-how storage unit that stores the know-how folder and the server device. Make a search request,
A second search request processing unit that acquires identification information of a know-how folder that matches the search condition from the server device, and a download request with the identification information of the know-how folder attached to the server device, and selected from the server device. A second download request processing unit that acquires a know-how folder; and a second edit processing unit that reproduces the moving image file and generates answer information including at least one of a still image, text, and voice at a predetermined timing, A second storage processing unit that generates a know-how file and a still image file from the response information and stores the know-how file in the know-how folder; and a know-how stored in the second know-how storage unit that makes a registration request to the server device. At least a second registration request processing unit for transmitting a folder to the server device is provided. The help desk system according to claim 1, 3 or 4. 6. The client device makes a search request by attaching search conditions to the server device,
A search request processing unit that acquires the identification information of the know-how folder that matches the search condition from the server device, and a download request with the identification information of the know-how folder attached to the server device, and the know-how folder selected from the server device The help desk system according to claim 2, 3 or 4, further comprising at least a download request processing unit to be acquired.