Constructing a diagnostic treeStep 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:
Step 5. Define problem and solution by each 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:
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