Support Queue Case Study Instructions:  Select two tickets from each level and explain how you would solve them. Name:  Level 1

Support Queue Case Study

Instructions: 

Select two tickets from each level and explain how you would solve them.

Name: 

Level 1 Tickets

Instructions: 

Select two of the five scenarios to troubleshoot. 

One template has been created for each of the two tickets you need to choose. 

Make one to two slides for each scenario for the solution(s) you researched. 

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx

Scenario: xxx

Identify the problem. 

Establish a theory of probable cause. 

Evaluate the theory to determine the actual cause. 

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx

Scenario: xxx

Identify the problem. 

Establish a theory of probable cause. 

Evaluate the theory to determine the actual cause. 

Establish a plan of action to resolve the problem and implement the solution.

Level 2 Tickets

Instructions: 

Select two of the five scenarios to troubleshoot. 

One template has been created for each of the two tickets you need to choose. 

Make one to two slides for each scenario for the solution(s) you researched. 

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx

Scenario: xxx

Identify the problem. 

Establish a theory of probable cause. 

Evaluate the theory to determine the actual cause. 

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx

Scenario: xxx

Identify the problem. 

Establish a theory of probable cause. 

Evaluate the theory to determine the actual cause. 

Establish a plan of action to resolve the problem and implement the solution.

Level 3 Tickets

Instructions: 

Select two of the five scenarios to troubleshoot. 

One template has been created for each of the two tickets you need to choose. 

Make one to two slides for each scenario for the solution(s) you researched. 

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx

Scenario: xxx

Identify the problem. 

Establish a theory of probable cause. 

Evaluate the theory to determine the actual cause. 

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx

Scenario: xxx

Identify the problem. 

Establish a theory of probable cause. 

Evaluate the theory to determine the actual cause. 

Establish a plan of action to resolve the problem and implement the solution.

Summary

What did you find challenging or interesting about one or two of the support cases?

References

List references

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