Support Center Framework Overview
The Support Center Framework is an framework on which you can build targeted applications, like you can with the Assessment Framework, Web Services Framework, Starter Application Framework, and Visual Navigation Framework.
More specifically, you can use the Support Center Framework to build an interactive application that helps your customers to troubleshoot or analyze problems; for example, a malfunctioning device or piece of equipment at your company. You model content that walks your users step-by-step through the procedure to narrow down possible causes/root causes for a problem. Along the way, you can include instructions to guide users on where to look or what actions to take to confirm a problem area.
Additionally, using historical data, your system can display predicted possible causes. It will also indicate the most likely of the cause, based on previously confirmed causes.