Problem Solving 101

Problem Solving

Intro

Problem-solving is a critical skill for any tech support team. This presentation will provide you with the basics of problem-solving, that will help you become a more effective problem solver. We will cover the following topics:

- Identifying the problem - Gathering information - Generating solutions - Testing solutions - Implementing solutions

Identifying the Problem

"Most of the time" the first step in problem-solving is to identify the problem. This may seem like a simple task, but it can be surprisingly difficult. The problem may not be immediately obvious, and it may be helpful to ask the customer clarifying questions. Once you have a good understanding of the problem, you can begin to gather information. e

Gathering Information

Once you have identified the problem, you need to gather as much information as possible about the issue. This information can be gathered from the customer, from other sources such as the company's knowledge base, tools(FS), or from your own experience. The more information you have, the better equipped you will be to generate solutions.

Generating Solutions

Once you have gathered information, you can begin to generate solutions. There are many different ways to generate solutions, and the best approach will vary depending on the specific problem. Some common methods for generating solutions include brainstorming, lateral thinking, and root cause analysis.

Testing Solutions

Once you have generated a few solutions, you need to test them to see if they work. This can be done by simulating the problem in a test environment, or by implementing the solution and monitoring the results. It is important to test solutions thoroughly to ensure that they will work in the real production enviroment.

Implementing Solutions

Once you have tested a solution and determined that it works, you can implement it. This may involve making changes to the customer's settings, and/or it may involve creating new documentation or training materials. It is important to implement solutions in a way that minimizes disruption to the customer.

Case example: Passthrough issues

case number: 00638317

+ Jumped on a zoom call and were able to detect firewall issues (working from the office) Provided firewall configurations and that fixed the issue.

ID issue,gather info and implement solutions

Step 5

+ Check if Passthrought was enabled on the dialpad and add +1

ID the issue

Step 1

01

05

+ Requested a video, customer send out screenshots showing weird icons

Gather info

Step 2

+ Customer mentioned on our previous call that the passthrough issue happens at home most of the time. Scheduled a call for the next day. (make a plan with different tests and possible solutions.

ID issue and Generate Solutions

Step 6

02

+ Requested to disable extensions and offer a zoom call

Step 3

Generate Solutions and Test

06

+ Jumped on a second zoom call, completed a few tests (different solutions) and we were able to pin point that the cell phone number was the problem.

Step 7

Generate solutions, implement and test.

03

1ST1ST

07

Step 4

ID the issue and Gather info

+ Disabling ext. didn't work now regular calls don't work

04

Conclusion

Problem-solving is an essential skill for any tech support team. It is a skill that can be developed with practice and it can be applied to any kind of problem. Problem-solving is important because it helps us to make better decisions, save time and resources.

Problem-Solving 101 By Ken Watanabe

THANKS!