In an effort to improve customer service and cut down on support
costs, Microsoft added a number of features to Windows 7 that give
the operating system the ability to diagnose problems automatically
and even fix itself in some cases.
Some of the tools are contained in a part of the platform that
Microsoft calls the Windows Action Center.
"These troubleshooters can diagnose and solve the most common
problems reported by Windows users, including set-up and
compatibility issues, hardware defects, and the like" said Lori
Brownwell, in a blog post.
For example, inexperienced computer users often install the
incorrect drivers for new hardware, such as speakers, a mistake
that results in poor performance or no functionality at all. "If
you have incorrectly installed your audio driver, the Windows
Action Center can alert you, diagnose the problem and point you to
the correct fix or fix the problem itself," said Brownwell.
Microsoft has also published online "Fix its" that automate much
of the troubleshooting process. Clicking on a Fix it initiates a
routine under which steps outlined in Microsoft's Knowledge Base
technical articles are automatically applied to the problem.
"We've even built safety measures into the Fix its to give added
reassurance," said Brownwell. "If the user clicks on the wrong Fix
it, it won't modify anything," she said.
Microsoft is also using a number of other unconventional means
to offer Windows 7 help, including social networking. The company's
support team is using Twitter to quickly disseminate solutions to
any new problems that might arise. "We have developed additional
support tools for Windows 7 that reflect the places people are
increasingly going online to visit, such as a favorite social media
site," said Brownwell.
Microsoft formally launched Windows 7 last week. The full
version of Windows 7 Professional is USD 299, with upgrades going
for USD 199. Windows 7 Ultimate is priced at USD 319, with the
upgrade version at USD 219. The full version of Windows 7 Home
Premium is priced at USD 199, with an upgrade from Vista or XP
costing USD 119.