Apps Unlimited Value of Support Series: Faster Resolutions
In last week’s article we shared the value of the documented solutions in the knowledge base and ability to get fast answers from the extensive network of MOS Communities. This week we share best practices for getting to faster solutions when working with your Service Requests.
* Choose carefully when selecting options in the Guided Resolution – the paths you choose determine several things for your SR including: suggested solutions (documents, guides, URLs, etc.) and files that will be required for troubleshooting the issue you’ve selected.
* Provide details and attachments for the SR - this not only gives the engineer the info needed to research your question/issue, but also provides other benefits. The Support team has developed automation that can search your SR information and files to provide targeted proven solutions quickly. And, if the SR needs to be transferred, your details can help to provide the direction needed to get it where it needs to be as quickly as possible.