Patent Document ID: 8275811
Application ID: 10306248

Base Claim:
1. A method for communicating solution information to a user of a knowledge management system for use with a user's interaction with a third party, the method comprising: retrieving from a database a first set of solution data, wherein the database has a plurality of sets of solution data stored thereon that are organized in at least three sections, comprising: a first section that provides general information about the solution; a second section that provides exceptions to the general information, describes situations in which the general information is not applicable, and contains alternative solutions to those provided by the general information; and a third section that sets forth contact information for one or more of the user or the third party to obtain further assistance with the solution; delivering to the user the first set of solution data in response to a query by the user; displaying to the user a plurality of problems; and associating a first problem from the plurality of problems with the first set of solution data, wherein the first set of solution data is delivered to the user when the user selects the first problem; wherein the first set of solution data is delivered to the user in at least three sections, comprising: a first section that provides general information about the solution; a second section that provides exceptions to the general information, describes situations in which the general information is not applicable, and contains alternative solutions to those provided by the general information; and a third section that sets forth contact information for one or more of the user or the third party to obtain further assistance with the solution; wherein the first section that provides general information about the solution is subdivided into at least two subsections, comprising: a first subsection that describes common solutions; and a second subsection that provides the user with a set of designated comments and questions related to the common solutions to be provided to and asked of the third party as a script for the user to follow in an interaction with the third party.

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Claim 4:
4. The method from claim 1 , wherein the step of delivering to a user delivers as part of a contact center software application.