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Troubleshooting

Troubleshooting. Troubleshooting Steps. Gather Information by Using Good Communication Skills Narrow Down the Scope of the Problem Find a Solution. Gather Information by Using Good Communication Skills.

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Troubleshooting

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  1. Troubleshooting

  2. Troubleshooting Steps • Gather Information by Using Good Communication Skills • Narrow Down the Scope of the Problem • Find a Solution

  3. Gather Information by Using Good Communication Skills • Communication is a TWO way street: Listen to the customer, and make sure you respond appropriately. • Interrupting the customer not only makes them feel you don’t care, but may be detrimental to understanding the real problem.

  4. Gathering Information • Repeat the Question to make sure you understand • Don’t be afraid to ask Dumb Questions • Have the customer Walk You Through the problem • Get Examples - Set it up on your computer - Ask for Screen shots • Concentrate on the call, Eliminate Distractions • Maintain a Good Attitude toward the call. Don’t let the problem or customer frustrate you • Keep an Open Mind - they just might be telling the truth! • Don’t Jump to Conclusions or ASSUME ANYTHING • Speak to the customer on their Knowledge Level

  5. Narrow Down Scope of Problem • Ask the Right Questions • Restate Problem • Determine the type of problem you’re dealing with

  6. Asking the Right Questions • When did the problem start? What has happened between the time it was working and now? Have they called us about it before? • Does it happen on all computers? Workstations and Server? Which computer are they on? • Does it happen with all patients? • Does it happen with all procedure codes? • What is the exact error message (Details)? • What operating system are they using? • What version are they using?

  7. Asking the Right Questions • What exactly were they doing in the program before getting the error? • Can they duplicate on demand? • Can YOU duplicate it? • Does it happen in Tutor? • Have you checked folio? What Keywords did you use? • If printer related: Do you know what kind of printer they are using? Print Driver?

  8. Ask Follow-Up Questions Asking Follow-Up questions is Key to understanding the problem. The more information you have about the problem, the better equipped you’ll be to troubleshoot it.

  9. Ask Follow-Up Questions • Does it always happen about the same time of day? • How long since they have rebooted? • What programs are running in the background? (Anti-virus, Chat, Win Pop-up, Schedulers, Internet) • Does it happen after the screen saver comes on? • What display options do they have set (>800X600 16 Bit, Small Fonts) • If it happens on some w/s and not others, what commonalities are there?

  10. Finding a Solution When you CAN duplicate the problem: • First figure out if it’s Working As Designed • Resolve the problem • Find a Workaround • Enter an Enhancement • Write up a Verified Folio Entry

  11. Finding a Solution If you CAN’T duplicate it, try it in Tutor DB • If it DOES happen in Tutor, the problem is NOT data related. It is either related to Program Files, User Options, or System (hardware) related: • Check • If it DOES NOT happen in Tutor, then the problem may be data related: • First check user options • If necessary, run utilities specific to the error • Write a SHPR • Request database with TL approval

  12. Remember - Time IS $$$ • Be considerate (time & temperament) • Don’t reinvent the wheel • Never say “I don’t know” • Look for clues for possible ongoing issues • Don’t be Afraid to Get Help!

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