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Technology permeates virtually every aspect of our society, whether it is business oriented or in your personal life. Consumers rely on technology’s assistance every day. When it doesn’t work, they need fast, competent help. But you need to do more than just quickly and competently help a customer. You need to ensure consistent documentation of the customer interaction and capture data on everything from technical diagnoses to troubleshooting steps to resolution categories. Consistent documentation of each support ticket affords greater efficiency in a multi-tier support resolution process. Tier II technicians can instantly identify critical details from the Tier I process and quickly move the issue towards final resolution. Likewise, if Tier III support is required, all of their time is spent in "resolution mode," and no time is spent deciphering the steps taken at Tier I and II. Equally important as the ticket documentation, is the data capture of all elements of the troubleshooting process: technical diagnoses, troubleshooting steps taken and resolution categories. Using the powerful troubleshooting workflow tools built into our CDOPS

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