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
