초록 ▼

A system, method, and article of manufacture are provided for efficiently retrieving data. A total amount of data required for an application executed by a client is determined. In a single call, the total amount of data from a server is requested over a network. All of the data is bundled into a da

A system, method, and article of manufacture are provided for efficiently retrieving data. A total amount of data required for an application executed by a client is determined. In a single call, the total amount of data from a server is requested over a network. All of the data is bundled into a data structure by the server in response to the single call. The bundled data structure is sent to the client over the network and the data of the data structure is cached on the client. The cached data of the data structure is used as needed during execution of the application on the client.

대표청구항 ▼

A system, method, and article of manufacture are provided for efficiently retrieving data. A total amount of data required for an application executed by a client is determined. In a single call, the total amount of data from a server is requested over a network. All of the data is bundled into a da

A system, method, and article of manufacture are provided for efficiently retrieving data. A total amount of data required for an application executed by a client is determined. In a single call, the total amount of data from a server is requested over a network. All of the data is bundled into a data structure by the server in response to the single call. The bundled data structure is sent to the client over the network and the data of the data structure is cached on the client. The cached data of the data structure is used as needed during execution of the application on the client. uring the live help session, enabling the support engineer to view information that was available to the user during the guided self-help session. 15. The method as described in claim 14 further including having the support engineer repeat a given portion of the user's guided self-help session from the support engineer's desktop. 16. The method as described in claim 14 further including having the support engineer cause the execution of the diagnostic map on the client computer system during the live help session. 17. The method as described in claim 14 further including, upon initiation of the live help session, automatically providing the support engineer with a data stream summarizing the self-help session. 18. The method of claim 14, wherein the providing the option to escalate is at customizable points during the guided self-help session. 19. The method of claim 18, wherein when the user selects the option to escalate to live-help, information about the user's self-service efforts is provided to the server automatically. 20. A computer program product in a computer-readable medium for providing technical support chain automation in a computer network having a server and a client computer system, the computer program product executable in the client computer system and comprising: means for initiating a guided self-help session; means for executing a diagnostic map on the client computer system; means for providing a selection to the user; means for escalating to a live help session; and means for transmitting a data stream to a server, the data stream including information about the guided self-help session. 21. A method for automated technical support in a computer network having a client computer system, and a server from which live help is available, comprising: in response to entry by a user of a description of a problem with the client computer system, initiating a guided self-help session; executing a diagnostic map on the client computer system; during the guided self-help session, using a result of executing the diagnostic map for providing the user with one of the following: an option to fix the problem, a link to a URL for further diagnosing the problem, and an option to search using a system-generated search string; at customizable points during the guided self-help session, automatically escalating to live help; and automatically providing a support engineer via the server with a data stream summarizing the self-help session. 22. A method for automated technical support in a computer network having a client machine, and a server from which live help is available, comprising: in response to entry by a user of a description of a problem with the client machine, initiating a guided self-help session; executing a diagnostic map on the client machine; during the guided self-help session, providing the user with an option to escalate to live help; and if the user exercises the option to escalate to live help, automatically providing a support engineer via the server with a data stream summarizing the self-help session, wherein the data stream comprises information produced by executing the diagnostic map on the client computer system. 23. A method for automated technical support in a computer network having a client machine, and a server from which live help is available, comprising: in response to entry by a user of a description of a problem with the client machine, initiating a guided self-help session; executing a diagnostic map on the client machine; during the guided self-help session: providing the user with an option to escalate to live help and using a result of executing the diagnostic map for providing an option to execute a fix for the problem on the client machine; and if the user exercises the option to escalate to live help, automatically providing a support engineer via the server with a data stream summarizing the self-help session. 24. A meth