Patent Document ID: 7594176
Application ID: 10235896

Base Claim:
1. In a client/server environment, a method for providing focused context-sensitive user support, comprising: receiving, at a server, a query from a remotely located client, the query indicating that an error event has occurred at the remotely located client; extracting from the query an application context for the remotely located client; retrieving a support item responsive to the query and relevant to the application context; receiving a first feedback item for evaluating the support item, wherein the first feedback item exists prior to the error event; transmitting, to the remotely located client, at least one selected from a group consisting of the support item and a link to the support item; receiving, from the remotely located client, a second feedback item based on a user evaluation of the support item in resolving the error event; and updating the first feedback item based on the second feedback item.

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Claim 9:
9. The method of claim 1 , wherein the remotely located client is operated by a first user and the first feedback item is generated by a second user.