There are many species of interactive troubleshooting guides that can help customers identify root causes. Here is an interactive troubleshooting guide outlining the basics of inquiry, discovery and resolution:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- Inquiry, what is the complaint or problem? – Begin the investigation by isolating the complaint or issue.
- Develop a concept for the root cause and the chain of events – Multimedia flow charts often provide this with ease. FAQ Manuals and other forms of interactive troubleshooting guides can help delineate and offer a map view of non-linear information. Yonyx AGI solutions offer this incentive.
- Observation and Inference – A key component of the Scientific Method. All deductions can be made by a series of observations and inferences. Cause and effect, on repeat. Eventually the root cause will be revealed and allow for resolution to begin. This process is called discovery.
- Resolution – This is the process of offering ramification to the identified root cause. All troubleshooting is designed to end at this desired result. Sometimes the process takes longer than expected, an interactive troubleshooting guide can help you get there quicker.
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