Computer software for creating, managing, and administering networks for electronic service and technical and business process support and assistance; computer software for providing electronic service and technical and business process support and assistance; computer software used to collect information about online users and to answer questions from online users; computer software used to communicate and Interact with online users and for managing communications and interactions with and questions from online users; computer software for downloading, creating, publishing, and customizing information and software relating to electronic service and technical and business process support and assistance; computer software for automatically connecting computer users with technical experts and for repairing technical problems with and delivering technical assistance for computers and computer systems; computer software for capturing, collecting, organizing, and managing enterprise knowledge and information; and computer software for automatically diagnosing and detecting computer technical problems with computers and computer systems, identifying and describing possible solutions, and repairing the problem