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Highlights of Automated eSupport
Automated Problem Diagnosis |
| Much of the time spent resolving
technical support problems is spent gathering information
about the user's system and then sorting through that
information to find the cause of the problem. Triage automates
this effort. Not only does it automatically collect accurate
system and configuration information from a user's system,
but it also compares the collected information against
a baseline, working configuration and highlights potential
problems. |
| Triage allows you to quickly identify installation- and configuration-related problems such as: |
- Missing or incorrect versions of a DLL
- Multiple versions of a DLL
- Failure to register an ActiveX control
- Disconnected shortcuts
- Invalid or missing registry keys
- Missing or invalid entries in system files (Autoexec.bat,
Config.sys, .ini files)
- Missing application files
- Insufficient disk space
- Incorrect operating system settings
- Incorrect or incomplete environment variable settings
- Insufficient security settings
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Automated Problem Resolution |
| Not only does Triage collect key
diagnostics, but it can also repair and restore an application
to its previous working configuration. This capability,
called self repair, allows you to automate
the resolution of common problems. Self repair means that
users can fix their own problems without ever contacting
technical support. |
Single-click eSupport |
As more and more people use the
web, many are no longer satisfied with traditional, phone-based
support. They expect some sort of eSupport. With Triage,
you can give it to them. From your technical support web,
customers will be able to get automated problem diagnosis
and repair with a click of a button.
If you do need to support systems without an Internet
connection, Triage can be bundled with your application. |
Customized eSupport
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| You can use Triage to support
any software application. The automated diagnostic and
self-repair features are completely customizable, so you
collect only the diagnostics you need. Triage can be customized
on an application-by-application basis, and you can share
and reuse templates for common application components.
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| Customizing Triage for an application
involves specifying the system and application-specific
information you want to collect (a process called "profiling").
While this sounds hard, Triage makes it simple. You can
be set up in a matter of minutes, because Triage provides
simple, yet powerful, workflow features for automatically
profiling an application. |
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