Patent ID: 8140441

Claim:
A method comprising: determining, using an electronic device, a problem ticket for a customer, wherein the problem ticket indicates a problem and information about the customer; searching, using the electronic device, a set of one or more customer support personnel databases based, at least in part, on the problem, a first customer support level, and the information about the customer, wherein said searching yields a first support person of the first customer support level; routing, using the electronic device, the problem ticket to the first support person; determining, using the electronic device, that the first support person of the first customer support level cannot resolve the customer problem; determining that the first support person should work in conjunction with one of a plurality of personnel of a second customer support level to resolve the problem; determining, based on accessing a dynamic social network database via the electronic device, information associated with the first support person and the plurality of personnel of the second customer support level; determining a relationship score that indicates a strength of a relationship between the first support person and each of the plurality of personnel of the second customer support level; determining that the relationship score between the first support person and a first of the plurality of personnel of the second customer support level is the highest relationship score; and prompting the first support person to work in conjunction with the first of the plurality of personnel of the second customer support level to resolve the customer problem.