New Bing template for instant answers with Microsoft support troubleshooters

A quick update on Bing technical instant answers that contain links to our automated solutions (support troubleshooters): To improve the experience with this type of instant answer, Bing is in the process of updating their template to display a “Run troubleshooter” button. This template change should make it easier to identify the troubleshooter link and more obvious…

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Microsoft Support Diagnostics Self-Help (Part II)

In my last post on the Microsoft Support Diagnostics Self-Help Portal, I talked about the most common scenario of downloading and running the diagnostics on the computer that is having problems. In this post, I want to mention two other scenarios that may interest some of you. Scenario 1: Create a session but send the diagnostic…

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Report a tech support scam to Microsoft

Scammers have been around for a while now pushing rogue security software through email messages and fake websites, but as Kirsten Kliphouse pointed out last May they’ve also starting calling users on the phone and posing as technical support for a reputable company (such as Microsoft) in order to try to defraud users out of money or for other nefarious purposes. And as…

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Looking for some automated help to troubleshoot a complex issue?

Last year we released a new version of our self-help automated troubleshooting service to replace Fix it Center Pro (FICP) – which replaced the older MPSReport tool that was used by Microsoft Support to collect diagnostic data from customers who opened a support incident. Like FICP this new service not only automates the collection of diagnostics data for…

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Using Bing for technical instant answers and automated solutions

Bing has been providing factual instant answers (and translation instant answers) for some time now, but recently they added “technical” instant answers for questions about Microsoft products and technologies or technical support issues. My previous team built the content management system that our internal content delivery teams are now using to add technical instant answers to Bing. Here’s…

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I’m back!

Did anybody miss me? 🙂 After a long hiatus from this blog I’m planning to start posting here again. For the past few years I have been working on Microsoft internal content and knowledge management systems, including a KCS verified knowledge management system used to manage the Knowledge Base. Now I’m working on support and self-help diagnostics and…

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Big Facebook announcement

Facebook is apparently going to announce some major changes in a few minutes (1:00 PM ET). Quoting Ben Parr, who saw a preview of the changes, “On Thursday, developers will be elated, users will be shellshocked and the competition will look ancient. On Thursday, Facebook will be reborn. Prepare yourselves for the evolution of social…

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Detecting browser and OS via JavaScript running in the Internet zone

We’re often asked how to detect the browser and OS versions via JavaScript running in the Intenet zone. Thanks to Jeremy, Forest, David, and a few other folks on my team for help with these samples. I previously posted a sample that parses the userAgent string and compares it to a finite set of regular expressions…

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