| 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 Specific menu of the Call (tsclm1100m000) session, you select Diagnostic Tree (Graphical), ERP LN displays the graphic version of the diagnostic tree of the question selected in the Question field. Related topics Diagnostic tree construction Call diagnostics Solution Control
Fields | Description
Question | The code of the question for which you list the related answers.
Question | A brief description of the question.
Sequence Number | The number given to distinguish the related answer from the other related answers listed for the start question.
Related Answer | The related answer, selected from the Answers (tsclm3105m000) session.
Related Answer | The description of the related answer.
Item of Rel. Answer | The code of the item that the related answer refers to.
Expected Problem | If this check box is selected, an expected problem has been defined for the related answer.
Expected Solution | If this check box is selected, an expected solution has been defined for the related answer.
Diagnostic Text | If this check box is selected, a diagnostic text has been created for the related answer. Related topics To use texts
Follow-up Question | An additional question to be asked if the caller gives the related answer. Note If, on the Specific menu, you select Follow-up Question, ERP 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 | The name or description of the item that the related answer refers to.
Expected Problem | 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. Related topics Solution Control
Expected Problem | A brief description of the problem.
Expected Solution | 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. Related topics Solution Control
Expected Solution | A brief description of the solution.
Commands | Description
Diagnostic Tree (Graphical) | Click this button to open the graphic version of the Diagnostic Tree (tsclm3120m000) session, with your selected item's start question as the beginning point.