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WorksheetsStandard troubleshooting process
Total questions: 18
Worksheet time: 18mins
Standard troubleshooting process
DOC-424217
DOC-424227
DOC-424237
DOC-424247
Standard troubleshooting process
1. Educate and close
2. Locate a solution
3. Ask questions
1. Ask questions
2. Locate a solution
3. Resolve the issue and test your solutions
1. Educate and close
2. Locate a solution
3. Ask questions
4. Resolve the issue and test your solutions
1. Ask questions
2. Locate a solution
3. Resolve the issue and test your solutions
4. Educate and close
The complete picture of exactly what the customer is experiencing. Clearly understanding the situation is critical in determining the type of likely root cause.
Situation
Duration
Location
Understanding the start time and consistency of the symptom can help you correlate the problem with other events like upgrades, new downloads, or known outages/issues.
Location
Situation
Duration
Clearly understanding the locations where the issue is happening helps you understand whether or not the issue is related to coverage. If an issue is location-specific, you can start to rule out device and account issues early in your call.
Location
Situation
Duration
Situation
Do you have signal?
Can you make calls, receive texts, access data?
Does this happen every time you try to…?
Where do you normally experience these issues? Home, work, school?
Duration
How often does it happen?
How many times a day does this happen?
Do you see E, 3G, or 4G on your screen?
Do the signal bars fluctuate?
Location
Are you inside or outside?
When did you first notice it?
What happens when…?
Locate a solution - Check for device known issues within the specific device spaces in ____________.
Samson
Quikview
Grand Central
C2
Locate a solution - Locate the appropriate troubleshooting steps within __________________.
Remedy
Samson
Grand Central
Order Look Up
Locate a solution - Compare the answers you received above to identify _______________ and determine if the issue is most likely to customers' accounts, devices, or T-Mobile's network.
solutions
potential root causes
tools and resources
Resolve the issue and test your solutions - In Grand Central, follow the troubleshooting steps as a process of elimination, to find and resolve the root cause.
Complete all relevant steps.
You may change the order of steps, based on the answers to your probing questions.
Do not perform a master reset, exchange, or file a Trouble Ticket/Service Request until all other steps have been completed.
Educate and close - Explain why the issue happened and how to prevent it in the _____________.
future
past
present
Educate and close - _______________ the call and ensure the customer understands the resolution.
recap
end
disconnect
Educate and close - Memo the account with the steps you completed using the ________________________.
Samson
Grand Central The Fix
C2
DOC-423803
Troubleshooting: Special Account
Troubleshooting Process
Basic Account Troubleshooting
The Fix: Grand Central
What's the 4th step in Using The Fix for troubleshooting?
Open Grand Central.
In the The Fix box, check for Recent troubleshooting activity.
Query a MSISDN in the top bar.
If you are not working on recent activity in the The Fix box, select a category.
Do not perform a Last Resort (______________________) until previous steps are complete.
master reset
exchange
Trouble Ticket
credit
