Facilitate Support Engineer by providing as Much Detail as Possible | Novarad

Facilitate Support Engineer by providing as Much Detail as Possible

In order to facilitate how quickly a Support Engineer is able to address a new issue, one thing a customer can do is to provide as much detail about the issue as possible. This includes being ready to answer questions such as:

Is the issue happening on one or more workstations?

Is the issue happening to one or more users?

How often is the issue occurring?

Is the workstation a Novarad owned, or customer owned machine?

What is the machine name and/or IP Address where the issue can be seen?

If the issue is with a patient record or exam, please have an example ready for the TSE to review.

Being able to answer these questions on the initial Support call will help reduce the amount of time basic troubleshooting takes and possibly prevent the need for multiple call-backs.

 

Leave a Reply

Your email address will not be published. Required fields are marked *

Name *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Hello, I'm Kristi!

I am the Editor for the Novarad Newsletter, curating and creating

great articles, whitepapers, case studies, and more!

Get these in your inbox monthly

15585

Receive Whitepapers, Case Studies, and Market Insights...

Stay up-to-date with all the latest trends in Enterprise Imaging

 

15856