Call diagnostics

An important function in the Call Management (CLM) module is the Call diagnostics.

If you register a call, you can enter the problem and the item details. You can then initiate the diagnostic tree specific to the equipment. You can select a potential problem and solution with the help of a diagnostic tree.

To view the diagnostic tree, in the Call (tsclm1100m000) session, on the Specific menu, click Diagnostic Tree. LN determines which diagnostic tree must be used based on the item or serial number.

Before you open the diagnostic tree, you must set up the structure.

To construct a diagnostic tree
Step 1. Define questions and answers

In the Call Management module, you can maintain lists of questions in the Questions (tsclm3100m000) session, and you can maintain lists of answers in the Answers (tsclm3105m000) session. The questions and answers can be based on previous resolutions of calls.

Step 2. Select a start question

In the Diagnostic Tree (tsclm3120m000) session, in the Question field, select a start question from the Questions (tsclm3100m000) session.

Step 3. Define possible answers

You can use the details session to select possible answers (from the Answers (tsclm3105m000) session) for the start question.

Step 4. Define the outcome for a possible answer

For each answer listed, you can define:

  • A possible problem: Select the problem from the Problems (tsclm3130m000) session.
  • A possible solution: Select a solution from the Solutions (tsclm3135m000) session.
  • A follow-up question: Select a question from the Questions (tsclm3100m000) session.
  • The item to which the related answer refers: Select the item from the Items - Service (tsmdm2100m000) session.
Step 5. Define problem and solution by each serialized item group
  • You can use the Problems by Serialized Item Group (tsclm3131m000) session to view and maintain problems by serialized item group.
  • You can use the Solutions by Serialized Item Group (tsclm3136m000) session to view and maintain solutions by serialized item group.
Step 6. Probability Analysis - Problems and Solutions

In the Probability Analysis - Problems and Solutions (tsclm3161m000) session, you can determine the probability of the selected solution to solve the problem. If the probability of selected solution is low, you can select another combination from the Probability Analysis - Problems and Solutions (tsclm3161m000) session with a high probability. The call will be updated with values you select.

Step 7. Statistics- Problems and Solutions

When a call is solved or a service order activity is completed, data in the Statistics - Problems and Solutions (tsclm3160m000) session is updated.

Step 8. Service Resolution - Probability Analysis

The Service Resolution - Probability Analysis (tsclm3150m000) session is updated when:

  • A call is solved and the relevant details are added.
  • A service order activity is created, either from a call or manually. This history data is updated when you update the activity.