Abstract: An embodiment relates generally to a method of offering incentives. The method includes receiving a registration event of a newly registered user and designating a probationary status for the newly registered user. The method also includes accumulating probationary points for a probationary sum based on at least one answer posted by the newly registered user in a forum and elevating the newly registered user to a status of a rated user in response to the probationary sum exceeding a predetermined threshold.

Abstract: An embodiment relates generally to a method of searching. The method includes receiving a query in a structured forum and searching a general and certified knowledgebase based on the query. The method also includes providing a plurality of search results ordered based on an associated rating of each search result of the plurality of the search results.

Abstract: An embodiment relates generally to a method of providing a directed discussion. The method includes providing for an on-line forum and providing a list of available personnel within the on-line forum. The method also includes receiving a query in the on-line forum and directing the query to the best available personnel on the list of available personnel.

Abstract: An embodiment relates generally to a method of linking. The method includes receiving a message associated with at least one technical issue being resolved in a first system and containing non-confidential information and searching a knowledgebase in a second system based on the message to obtain at least one related entry. The method also includes associating at least one related entry with the non-confidential information of the message, updating at least one related entry with the non-confidential information, or creating a new entry with the non-confidential information, in the knowledgebase.

Abstract: An embodiment relates generally to a method of searching. The method includes providing for a knowledgebase item and associating a review for the knowledgebase item. The method also includes associating a rating for the knowledgebase item and developing a ranking associated with the knowledgebase item based on at least one the review and the rating. The method further includes displaying the knowledgebase item based on the ranking in subsequent searches that include the knowledgebase item.

Abstract: An embodiment relates generally to a method of communication between multiple case management systems. The method includes providing for a standard universal format that can be used for a plurality of case management systems, where each case management system is different from another, to communicate within the plurality of case management systems. The method also includes providing a plurality of classes based on the standard universal format and translating a native data for a trouble ticket based on a selected class associated with a first case management system to the standard universal format as a universal converted data packet. The method further includes transmitting the universal converted data packet to a second case management system.

Abstract: An embodiment relates generally to a method of communication between multiple case management systems. The method includes providing for a standard universal format that can be used for a plurality of case management systems, where each case management system is different from another, to communicate within the plurality of case management systems. The method also includes providing a plurality of classes based on the standard universal format and translating a native data for a trouble ticket based on a selected class associated with a first case management system to the standard universal format as a universal converted data packet. The method further includes transmitting the universal converted data packet to a second case management system.

Abstract: An embodiment relates generally to a method of linking. The method includes receiving a message associated with at least one technical issue being resolved in a first system and containing non-confidential information and searching a knowledgebase in a second system based on the message to obtain at least one related entry. The method also includes associating at least one related entry with the non-confidential information of the message, updating at least one related entry with the non-confidential information, or creating a new entry with the non-confidential information, in the knowledgebase.

Abstract: An embodiment relates providing collaborative support for a service portal. The method includes providing a plurality of products on the service portal, where each product is associated with a respective vendor. The method also includes receiving a set of selection of products based on the plurality of products and determining a set of support resources for the set of selection of products. The method further includes applying a single service level agreement to the set of selection of products, where a first product is associated with a first vendor and a second product is associated with a second vendor.

Abstract: An embodiment relates providing collaborative support for a service portal. The method includes providing a plurality of products on the service portal from a plurality of vendors, where each product is associated with a respective vendor. The method also includes receiving a set of selected products based on the plurality of products and determining a set of support resources for the set selection of products. The method further includes providing support through a single point of contact for the set of selected products from the service portal based on federation of service agents of the portals and the plurality of vendors.

Abstract: An embodiment relates generally to a method of searching. The method includes providing for a knowledgebase item and associating a review for the knowledgebase item. The method also includes associating a rating for the knowledgebase item and developing a ranking associated with the knowledgebase item based on at least one the review and the rating. The method further includes displaying the knowledgebase item based on the ranking in subsequent searches that include the knowledgebase item.

Abstract: An embodiment relates generally to a method of providing a professional social network. The method includes providing a plurality of services in a service portal and providing for a plurality of service providers. Each service provider has an associated rating and review at least once and is associated with a service of the plurality of services. The method also includes receiving a request for a selected service and providing a sub-plurality of service providers of the plurality of service providers in response to the request, where the sub-plurality of services providers are ordered based on the associated rating and review.

Abstract: An embodiment relates generally to a method of providing a directed discussion. The method includes providing for an on-line forum and providing a list of available personnel within the on-line forum. The method also includes receiving a query in the on-line forum and directing the query to the best available personnel on the list of available personnel.

Abstract: An embodiment relates generally to a method of searching. The method includes receiving a query in a structured forum and searching a general and certified knowledgebase based on the query. The method also includes providing a plurality of search results ordered based on an associated rating of each search result of the plurality of the search results.