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<ManualTopic ID="/baanerp/ts/onlinemanual/000082" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Call diagnostics</Title>
		<Keyword><Level1>Call diagnostics</Level1>
		</Keyword>
	</Header>
	<GeneralSection><GeneralSection><Paragraph>An important function in the Call Management (CLM) module is the Call diagnostics. When registering a new call, the call taker enters the problem reported by the customer and item details. The call taker can then initiate the diagnostic tree specific to the equipment. The call taker can select a potential problem and solution, with the help of diagnostic tree. You can view diagnostic tree in the <GUIRef href="" role="manual">Call (tsclm1100m000) -&gt; Specific -&gt; Diagnostic Tree</GUIRef>.  determines which diagnostic tree to be used, based on the item or serial number. However, before you can invoke the diagnosis, you must set up the structure.</Paragraph>
			<GeneralSection><GeneralSection><SectionTitle>To construct a diagnostic tree execute the following steps:</SectionTitle>
				</GeneralSection>
				<GeneralSection><SectionTitle>1. Define questions and answers</SectionTitle>
					<Paragraph>In the <GUIRef href="/baanerp/ts/clm" role="module">Call Management</GUIRef> module you can maintain lists of questions in the <GUIRef href="/baanerp/ts/clm/tsclm3100m000" role="session">Questions (tsclm3100m000)</GUIRef> session, and answers in the <GUIRef href="/baanerp/ts/clm/tsclm3105m000" role="session">Answers (tsclm3105m000)</GUIRef> session. The questions and answers can be based on previous resolutions of calls.</Paragraph>
				</GeneralSection>
				<GeneralSection><SectionTitle>2. Select a start question</SectionTitle>
					<Paragraph>In the <GUIRef href="/baanerp/ts/clm/tsclm3120m000" role="session">Diagnostic Tree (tsclm3120m000)</GUIRef> overview session you select (from the <GUIRef href="/baanerp/ts/clm/tsclm3100m000" role="session">Questions (tsclm3100m000)</GUIRef> session) a start question in the <Link href="/baanerp/ts/clm/tsclm3100m000#tsclm300.cqst" role="fieldhelp">Question</Link> field.</Paragraph>
				</GeneralSection>
				<GeneralSection><SectionTitle>3. Define possible answers</SectionTitle>
					<Paragraph>You can use the details session to select possible answers (from the <GUIRef href="/baanerp/ts/clm/tsclm3105m000" role="session">Answers (tsclm3105m000)</GUIRef> session) for the start question.</Paragraph>
				</GeneralSection>
				<GeneralSection><SectionTitle>4. Define the outcome for a possible answer</SectionTitle>
					<List><ListIntro>For each answer listed, you can define:</ListIntro>
						<ListItem>A possible problem (selected from the <GUIRef href="/baanerp/ts/clm/tsclm3130m000" role="session">Problems (tsclm3130m000)</GUIRef> session).</ListItem>
						<ListItem>A possible solution (selected from the <GUIRef href="/baanerp/ts/clm/tsclm3135m000" role="session">Solutions (tsclm3135m000)</GUIRef> session).</ListItem>
						<ListItem>A follow-up question (selected from the <GUIRef href="/baanerp/ts/clm/tsclm3100m000" role="session">Questions (tsclm3100m000)</GUIRef> session).</ListItem>
						<ListItem>The item that the related answer refers to (selected from the <GUIRef href="/baanerp/ts/mdm/tsmdm2100m000" role="session">Items - Service (tsmdm2100m000)</GUIRef> session).</ListItem>
					</List>
				</GeneralSection>
				<GeneralSection><SectionTitle>5. Define problem and solution by each serialized item group</SectionTitle>
					<List><ListItem>You can use <GUIRef href="" role="manual">Problems by Serialized Item Groups (tsclm3131m000)</GUIRef> session to view and maintain problem by each serialized item group.</ListItem>
						<ListItem>You can use <GUIRef href="" role="manual">Solutions by Serialized Item Groups (tsclm3136m000)</GUIRef> session to view and maintain solution by each serialized item group.</ListItem>
					</List>
				</GeneralSection>
				<GeneralSection><SectionTitle>6. Probability Analysis - Problems and Solutions</SectionTitle>
					<Paragraph>The <GUIRef href="" role="manual">Probability Analysis - Problems and Solutions (tsclm3161m000)</GUIRef> session enables users to determine the probability of the selected solution solving the problem. If the probability of selected solution is less, the call taker can select another combination from the <GUIRef href="" role="manual">Probability Analysis – Problems and Solutions (tsclm3161m000)</GUIRef> session which has high probability. The call will be updated with values selected.</Paragraph>
				</GeneralSection>
				<GeneralSection><SectionTitle>7. Statistics- Problems and Solutions</SectionTitle>
					<Paragraph>When a call is solved or a Service Order Activity is completed, data in the <GUIRef href="" role="manual">Statistics - Problems and Solutions (tsclm3160m000)</GUIRef> session is updated.</Paragraph>
				</GeneralSection>
				<GeneralSection><SectionTitle>8. Service Resolution - Probability Analaysis</SectionTitle>
					<Paragraph>The <GUIRef href="" role="manual">Service Resolution - Probability Analaysis (tsclm3150m000)</GUIRef> session is updated when:</Paragraph>
					<List><ListItem>A call is solved, and the relevant details are added.</ListItem>
						<ListItem>A service order activity is created either from a call or manually. This history data is updated when the activity is updated.</ListItem>
					</List>
				</GeneralSection>
			</GeneralSection>
		</GeneralSection>
	</GeneralSection>
</ManualTopic>
