Diagnostic Tree (tsclm3120m000)
Use this session to construct, maintain, and use diagnostic trees to solve calls in the Call Management module.
You construct and maintain diagnostic trees by means of the overview and details sessions. In the overview session, you select the question which
is to be the start point of a diagnostic tree. In the details session, you can list the possible related answers. For each related answer, you can define a problem, solution, and follow-up question.
To diagnose calls by means of a diagnostic tree, for best results, use the graphical form. If, on the appropriate menu of the Call (tsclm1100m000) session, you select , LN displays the graphic version of the diagnostic tree of the question selected in the Description field.
Field Information
- Question
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The code of the question for which you list the related answers.
- Description
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A brief description of the question.
- Sequence
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The number given to distinguish the related answer from the other related answers listed for the start question.
- Related Answer
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The related answer, selected from the Answers (tsclm3105m000) session.
- Description
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The description of the related answer.
- Item of Related Answer
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The code of the item that the related answer refers to.
- Expected Problem
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If this check box is selected, an expected problem has been defined for the related answer.
- Expected Solution
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If this check box is selected, an expected solution has been defined for the related answer.
- Diagnostic Text
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If this check box is selected, a diagnostic text has been created for the related answer.
- Follow-up Question
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An additional question to be asked if the caller gives the related answer.
Note:- If, on the appropriate menu, you select , LN enters this question into the Question field of this session, so you can add related answers to the follow-up question.
- If you select a question that is already a start point of a diagnostic tree, the question's entire diagnostic tree, which includes all of the question's related answers, associated items, expected problems, expected solutions, and follow-up questions, is added.
- Description
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The name or description of the item that the related answer refers to.
- Expected Problem
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The code of the expected problem, which is based on the related answer.
Note: After the problem is solved, you can register the established solution, which can differ from the expected solution, in the Solution Control (tsclm3140m000) session. - Description
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A brief description of the problem.
- Expected Solution
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The code of the expected solution to the expected problem.
Note: After the problem is solved, you can register the established solution, which can differ from the expected solution, in the Solution Control (tsclm3140m000) session. - Description
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A brief description of the solution.