Description

Problem

When L1 agents begin the troubleshooting process for a specific device, they often need to look through multiple different IT tools or, in the worst case, they need to actually contact the end user to perform a series of basic health checks for the most common potential issues. Performing those checks can be time-consuming for both the L1 agent and the end-user, leading to longer mean time to resolution.

Solution

Access a simple checklist for L1 in Device View or Amplify that lists out the most common IT issues that could be impacting the device, allowing an efficient way to perform all of the basic health checks before starting any sort of more advanced troubleshooting.This prevents L1 agents from having to reach out to the end-user for simple checks, saving all parties a significant amount of time and reducing the overall mean time to resolution.

Key Features:

• Accessible in Device View and Amplify.
• Device-specific information is displayed for quick and individual diagnosis.
• Default ratings to define any device fields considered "good", "average", or "poor".
• Remote action suggestions based on results (remote action must be active in your landscape).