Abstract: A technical support system includes a problems data store storing a problem information related to a plurality of problems identified in response to other reported incidents, a problem search module configured to search the problem information based on one or more key words to determine problem information that is relevant to the one or more key words and that is applicable to a general population of computer systems, and a problem filter module configured to filter the determined problem information based on the parameters associated with the end-user's computer system configuration to determine problem information that is specific to the end-user's computer system.

Abstract: An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.

Abstract: An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.