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    TEMPLATE COMPLETION FOR A CONTENT MANAGEMENT SYSTEM
    1.
    发明公开
    TEMPLATE COMPLETION FOR A CONTENT MANAGEMENT SYSTEM 审中-公开
    方法，计算机程序和系统面具在内容管理制度的完善

    公开(公告)号：EP1565859A2

    公开(公告)日：2005-08-24

    申请号：EP03808324.2

    申请日：2003-11-26

    申请人： Accenture Global Services GmbH

    发明人： REID, Gregory, S. ,  RINGO, Timothy ,  LANE, David, P. ,  LIAN, Elizabeth, H. ,  FARRELL, Daniel, C. ,  FENTON, Craig ,  SHEARING, Elise ,  BELL, Randy ,  WONG, Sevasti ,  LINGHAM, Anthony ,  FORRESTER, Audrey

    IPC分类号： G06F17/60

    CPC分类号： G06F17/30899

    摘要： A method for enforcing template usage or completion when entering a content item into a content management system may include providing a set of content authoring templates. Then the content item may be categorized as a content type. A set of templates (from the plurality of content authoring templates) may be chosen for the user based on the content type. The set of templates may be presented to the user to describe the content item. In one embodiment, the categorizing may be based on a position of the content item within a content taxonomy. In one embodiment, a pre-defined content authoring workflow for enforcing full completion of the chosen set of templates may be used. Such a workflow may include a series of steps for content authoring that are scheduled and executed using user tasks. A personal work stack may be provided to the user, which supplies the user with the user tasks to complete and information on the state of completion for the chosen set of templates. In one embodiment, template usage may be enforced when entering a content item into a content management system. To ensure completeness when publishing information on products and services after the group of templates is provided to the user(s), pieces of content for the templates may be received. In one embodiment, it may be determined if the received pieces of content satisfy a predetermined criteria establishing publication readiness. Publication may be prohibited in one embodiment until the predetermined criteria is satisfied. Once the criteria is met, a publisher may request publication (such as perhaps with a single click of a computer mouse). Once this occurs, the information from the group of components and corresponding templates may be automatically published to a user interface without further interaction from the publisher.

    SOLUTION INFORMATION FOR KNOWLEDGE MANAGEMENT SYSTEM
    5.
    发明公开
    SOLUTION INFORMATION FOR KNOWLEDGE MANAGEMENT SYSTEM 审中-公开
    解决方案信息与知识管理系统

    公开(公告)号：EP1570403A2

    公开(公告)日：2005-09-07

    申请号：EP03811847.7

    申请日：2003-11-26

    申请人： Accenture Global Services GmbH

    发明人： REID, Gregory, S. ,  RINGO, Timothy ,  LANE, David, P. ,  LIAN, Elizabeth, H. ,  FARRELL, Daniel, C. ,  FENTON, Craig ,  SHEARING, Elise ,  BELL, Randy ,  WONG, Sevasti ,  LINGHAM, Anthony ,  FORRESTER, Audrey ,  IVES, William, S.

    IPC分类号： G06F17/60

    CPC分类号： G06Q30/02

    摘要： New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions. In a knowledge management system (such as may be used by a contact center user), a method for communicating solution information to the user may include retrieving solution data from a database. Such a database may be organized to have at least three sections: a first section that provides general information about the solution, a second section that describes situations in which the general information is not applicable, and a third section that sets forth contact information for further assistance with the solution. The first section (which provides general solution information) may itself be divided into two subsections, namely a first subsection that describes common solutions and a second subsection that provides a suggested script for the user. Ordering a list of solutions stored in the knowledge management system is accomplished in one embodiment by providing a set of solutions. The set or a subset of frequently requested solutions can be presented to one or more users. As users access the solutions, their access is tracked so that the sequencing of the solutions may be determined by frequency and/or recency. For example, the most often requested solution may appear first, or the most recently requested solution may appear first. Periodically, the tracked information is used to generate a new subset of solutions to present to the user(s).

    CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM
    6.
    发明公开
    CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM 审中-公开
    基于内容的响应与多个商供应内容管理系统

    公开(公告)号：EP1570401A2

    公开(公告)日：2005-09-07

    申请号：EP03808332.5

    申请日：2003-11-26

    申请人： Accenture Global Services GmbH ,  BT Group plc

    发明人： REID, Gregory, S. ,  RINGO, Timothy ,  LANE, David, P. ,  LIAN, Elizabeth, H. ,  FARRELL, Daniel, C. ,  FENTON, Craig ,  SHEARING, Elise ,  BELL, Randy ,  WONG, Sevasti ,  LINGHAM, Anthony ,  FORRESTER, Audrey ,  STAUBITZ, Claudia ,  ADAMS, Kevin ,  PICKERING, Lesley ,  RITCHIE, Paul

    IPC分类号： G06F17/60 ,  G06F17/30

    CPC分类号： G06Q30/02

    摘要： A computer system may include a contact center interface and a presentation interface. The contact center interface may provide a user with access to a contact center application, which manages and renders information pertaining to customer­centric problems. The presentation interface may provide the user with access to a content management system (or knowledge management system) for information regarding goods, services and associated support. The computer system may display two simultaneously visible content regions, where the operations in one content region are independent of operations in the second content region. One of the content regions may reflect the contact center interface while the other content region may reflect the information application interface. The two content regions may be dynamic such that while the regions are independent, the content displayed within one content region is context-appropriate to the other content region. Such a system may also include a display region for an instant messaging tool. The content management system may include a database having a set of content items stored in a taxonomy, where the taxonomy has at least two primary categories. The categories may associate items that represent products, items that represent services, items that represent information for campaigns, items that represent information for user procedures, and/or items that represent user intentions (customer needs). Each content item in the database may be associated to one or more content­owners. A user may submit feedback for one of the content items. That feedback may be routed to the content-owner associated to the content item without requiring the user to know or to determine who the content-owner is. The content owner may be: a content author, a content manager, an advocate for the content owner, or a team of people. The feedback may be a comment explaining any errors in the content item, a rating of the usefulness of the content item, or a comment for content improvement.