| Solution Control |  |
| Solution control is used for a specific item and problem, and provides a relationship between the problem, solution, and activity that is not provided by the diagnostic tree. Furthermore, it gives information about, for example, the solution that is accepted by most of the customers. If a call is reported, the general procedure to be followed is: The sold-to business partner reports a problem. The start question is asked by the support engineer. The sold-to business partner gives an answer. The support engineer can ask another question or give an answer. The sold-to business partner agrees to the answer or asks another question. Finally a solution must be given or the call is transferred to Service Order Control if a field engineer must solve the problem. |