Abstract: An interactive grid display presented on a communications device offers a frontline representative of an enterprise or other user at a work site access to information for addressing a client's request. Available information is sorted and selected via the interactive grid based on a number of primary categories that are identified along one dimension of the grid and a number of subcategories identified along another dimension of the grid. Information is presented in the interactive grid directly, for example, typically without requiring the user to conduct a search for the information. In response to a user selecting a point on the grid for the category and sub-category that best matches the information desired by the representative, based on grid intersection for appropriate primary and secondary categories, the device interface drills down to obtain more specific information for presentation to the user.

Abstract: A method that automatically links a Device Forum (DF) and a Quality Center (QC) is presented. In particular, data representative of a support issue provided through an interactive support channel of a mobile communications network provider is received at a DF server. A DF support case is established, via a DF web service running on the DF server, based on the support issue. A portal is displayed to facilitate management of a plurality of DF support cases including the DF support case. Upon determining that the DF support case has been viewed more than the threshold number of times, a message that instructs a Quality Center (QC) server to handle the support issue included in the DF support case is automatically transmitted to the QC server.

Abstract: An interactive grid display presented on a communications device offers a frontline representative of an enterprise or other user at a work site access to information for addressing a client's request. Available information is sorted and selected via the interactive grid based on a number of primary categories that are identified along one dimension of the grid and a number of subcategories identified along another dimension of the grid. Information is presented in the interactive grid directly, for example, typically without requiring the user to conduct a search for the information. In response to a user selecting a point on the grid for the category and sub-category that best matches the information desired by the representative, based on grid intersection for appropriate primary and secondary categories, the device interface drills down to obtain more specific information for presentation to the user.