Creating a troubleshooter

This video shows you how to create a troubleshooter to help diagnose common product or service issues. An administrator can create multiple troubleshooters and related questions and actions that guide your customer or customer service representative through a series of diagnostic steps.

Scenario: Terry Mason is a customer service manager and notices that his call center takes many calls for card replacement transactions. Upon further analysis, he determines that the customers can handle these cases themselves. He then asks the troubleshooter authoring team to create a troubleshooter for card replacement.

As a KMPublisher, you can use the troubleshooter categories configuration tool to create troubleshooter categories based on the targeted product areas and related problem types, sub-problem types, and the corresponding troubleshooter. This approach provides a simple way to navigate to the appropriate troubleshooter by selecting the product, main problem area, and then the sub-problem type. Once the sub-problem type is selected, the corresponding troubleshooter launches automatically.

Select Configurations and click Troubleshooter categories.

Click Add product.

In the Create product window, enter Card replacement as product name.

To add any icon to the product, click Upload file and select the image from your local media storage.

To add a problem type to a product, click Add problem/sub-problem.

• In the Add problem or Subproblem window, select the product name from the Product name drop-down list. In the Problem field, enter New card as the name.

• If you are adding a sub-problem for a product, select the Is sub problem check box. In the Sub problem field, enter Delivery issue as the name. You can associate the sub-problem with the troubleshooter.

Click Submit. The Troubleshooter category is created for a newly created Troubleshooter.

Troubleshooters provide dynamic diagnostic capabilities to help diagnose common product or service issues. Authors can create multiple troubleshooters and related questions and actions that are designed to guide your customer or customer service representative through a series of diagnostic steps.

In Open Launch web interface and go the Knowledge Portal.

From the navigation panel, select the Troubleshooter tab.

In the Create troubleshooter window, in the Troubleshooter name field enter Card replacement and click Submit.

By using questions, you can help customers or customer service representatives to narrow down their search and find a relevant article.

You can create and add a question for a troubleshooter, and the same question can be added to the Question repository. These repository questions can also be reused in another Troubleshooter.

You can create questions using a radio button, text box, answer/information, and launch a different troubleshooter.

In the Troubleshooters tab, click the Card replacement troubleshooter link from the troubleshooters list.

Click Add question. You can add a question to a troubleshooter in two ways; you can either add an existing question from the question repository, or create a new question for a troubleshooter.

To add an existing question from the Question repository, select the Choose from Question repository check box.

Select the question that you want from the list. The Answer/Information and Response type auto-populates. You can make changes to the question if required.

Terry Mason decides to provide more information to the customers by adding new questions for the Card replacement troubleshooter.

To add a new question, enter Did you receive the previously-requested card replacement? in the Question text box.

In the Response type drop-down, select Radio button and click Add Item to add the Yes and No options.

Click on simple image uploader and upload the credit card image. Click Save.

To add the next question, enter Do you see any physical damage to the new card? in the Question text box.

In the Response type drop-down, select Radio button and click Add Item to add the Yes and No options.

Insert the text in rich text editor Answer Yes above, if your card shows any of these types of damage:

Click on simple image uploader and upload the Scratched magnetic strip, Bent or destroyed card and Damaged chip images.

In the Show current question when drop-down, select Did you receive the previously-requested card replacement? with option Equals – Yes.

Click Save.

To add the next question, enter Since you never received your replacement card, we'll order you a new one, and will cancel the previous-ordered card in the Question text box.

Select Response type as Launch Troubleshooter and click Add Item to add Yes and No option.

In the Launch another troubleshooter drop-down, select Launch Lost or Stolen Card Service Request.

In the Show current question when drop-down, to select Did you receive the previously-requested card replacement? with option Equals – No.

Click Save.

To add the next question, enter If your card does not show any visible damage but is still not working, let's get it replaced, and cancel the current one in the Question text box.

In the Response type drop-down, select Launch Troubleshooter and click Add Item to add the Yes and No options.

In the Launch another troubleshooter drop-down, select Launch Lost or Stolen Card Service Request.

In the Show current question when drop-down, select Do you see any physical damage to the new card? with option Equals – No.

Click Save.

To add the next question, enter Since your card was damaged, we'll order you another replacement card and will cancel the damaged card in the Question text box.

In the Response type drop-down, select Launch Troubleshooter and click Add Item to add the Yes and No options.

In the Launch another troubleshooter drop-down, select Launch Lost or Stolen Card Service Request.

In the Show current question when drop-down, select Do you see any physical damage to the new card? with option Equals – Yes.

Click Save.

Add a service case in the rich text editor or as a suggested action.

• To allow customer service manager to launch a service case from the inline text of the question, click the Case types icon in the rich text editor. Search for the case type and click Add.

• To allow customer service manager to launch a service case from the Suggested actions section, click Add item in the Suggested actions section. Search for the case type and click Add.

File a Complaint is displayed in the Suggested actions list item.

The customer service representative can verify the newly created troubleshooter from the interaction portal and diagnose the service issues.

Open the Interaction portal from Launch web interface.

Click +New > Demo Screen Pops > Demo Pop – CONNOR and accept the call.

Click + Add Task > Guided troubleshooting

Select the Product, problem, and sub-problem from the list and click Submit.

Click Submit. The Card replacement troubleshooter questions are displayed.

Click No and select Next.

The troubleshooter directs you to the next question in the question repository.

Click Submit to complete the assignment.

You can click Restart to start the troubleshooter from the beginning.

Click Previous to go to the previous slide.

In case, if Yes is selected for

Select Next. The troubleshooter directs you to the next question in the question repository.

Select No and click Submit. The troubleshooter directs you to the next question in the question repository.

Click Submit. The guided troubleshooting case is created successfully.