<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000082" xml:lang="en">
   <Header>
      <Title>Call diagnostics</Title>
      <Keyword type="header" order="d1e2788669">
         <Level1>Call diagnostics</Level1>
      </Keyword>
   </Header>
   <GeneralSection>
      <Paragraph>An important function in the Call Management (CLM) module is the
		Call diagnostics.</Paragraph>
      <Paragraph>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.</Paragraph>
      <Paragraph>To view the diagnostic tree, in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="" role="manual">Specific</GUIRef> menu, click <GUIRef href="" role="manual">Diagnostic Tree</GUIRef>. ERP Enterprise determines which diagnostic tree must be used based on the item
		or serial number.</Paragraph>
      <Paragraph>Before you open the diagnostic tree, you must set up the
		structure.</Paragraph>
      <GeneralSection>
         <SectionTitle>To construct a diagnostic tree</SectionTitle>
         <ProcedureSection>
            <Steps>
               <StepsIntro>To construct a diagnostic tree, take the following
				steps:</StepsIntro>
               <Step>
                  <StepTitle>Define questions and answers</StepTitle>
                  <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 you can maintain lists of 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>
               </Step>
               <Step>
                  <StepTitle>Select a start question</StepTitle>
                  <Paragraph>In the <GUIRef href="/baanerp/ts/clm/tsclm3120m000" role="session">Diagnostic Tree (tsclm3120m000)</GUIRef> session, in the <Link href="/baanerp/ts/clm/tsclm3100m000#tsclm300.cqst" role="formfield">Question</Link> field, select a start question from the <GUIRef href="/baanerp/ts/clm/tsclm3100m000" role="session">Questions (tsclm3100m000)</GUIRef> session.</Paragraph>
               </Step>
               <Step>
                  <StepTitle>Define possible answers</StepTitle>
                  <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>
               </Step>
               <Step>
                  <StepTitle>Define the outcome for a possible answer</StepTitle>
                  <List>
                     <ListIntro>For each answer listed, you can define:</ListIntro>
                     <ListItem>A possible
					 problem: Select the problem from the <GUIRef href="/baanerp/ts/clm/tsclm3130m000" role="session">Problems (tsclm3130m000)</GUIRef> session.</ListItem>
                     <ListItem>A possible
					 solution: Select a solution from the <GUIRef href="/baanerp/ts/clm/tsclm3135m000" role="session">Solutions (tsclm3135m000)</GUIRef> session.</ListItem>
                     <ListItem>A follow-up
					 question: Select a question from the <GUIRef href="/baanerp/ts/clm/tsclm3100m000" role="session">Questions (tsclm3100m000)</GUIRef> session.</ListItem>
                     <ListItem>The item to
					 which the related answer refers: Select the item from the <GUIRef href="/baanerp/ts/mdm/tsmdm2100m000" role="session">Items - Service (tsmdm2100m000)</GUIRef> session.</ListItem>
                  </List>
               </Step>
               <Step>
                  <StepTitle>Define problem and solution by each serialized item
				  group</StepTitle>
                  <List>
                     <ListItem>You can use the <GUIRef href="" role="manual">Problems by Serialized Item Groups (tsclm3131m000)</GUIRef> session to view and maintain problems by
					 serialized item group.</ListItem>
                     <ListItem>You can use the <GUIRef href="" role="manual">Solutions by Serialized Item Groups (tsclm3136m000)</GUIRef> session to view and maintain solutions by
					 serialized item group.</ListItem>
                  </List>
               </Step>
               <Step>
                  <StepTitle>Probability Analysis - Problems and
				  Solutions</StepTitle>
                  <Paragraph>In the <GUIRef href="" role="manual">Probability Analysis - Problems and Solutions (tsclm3161m000)</GUIRef> 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 <GUIRef href="" role="manual">Probability Analysis – Problems and Solutions (tsclm3161m000)</GUIRef> session with a high probability. The call will be updated with values
				  you select.</Paragraph>
               </Step>
               <Step>
                  <StepTitle>Statistics- Problems and Solutions</StepTitle>
                  <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>
               </Step>
               <Step>
                  <StepTitle>Service Resolution - Probability Analysis</StepTitle>
                  <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 you update the
					 activity.</ListItem>
                  </List>
               </Step>
            </Steps>
         </ProcedureSection>
      </GeneralSection>
   </GeneralSection>
</ManualTopic>