Problem Solvers Help  
 

The help file contains information about the following topics:

Solving Problems with Problem Solvers

Problem Solvers is an interactive, on-line system for helping you resolve your problem over the Internet. You use your Web browser to interact with Problem Solvers by describing your problem and answering questions that help Problem Solvers guide you to the answers you need. Problem Solvers searches its repository of known answers (the knowledge base) and presents you with the answers that are most likely to solve your problem.

Working with Problem Solvers is an interactive process. Every time you refine the description of your problem or answer questions, click the Next button. Problem Solvers displays a new page with new recommendations. Continue to interact with Problem Solvers until you find the answer to your problem. If you cannot find a answer, click the Open a Support Case button to request direct support.

Starting a Problem Solvers Session

Problem Solvers begins the problem-solving process by displaying a list of problems on the first page. This first page may also display a search box into which you type descriptive information. You may also see a section of Clarifying Questions. All of the prompts on this first page are designed to help you initiate the problem-solving process. To begin:

  • Select a problem from the displayed list of Most Frequent Problems.
  • If you do not find your problem on the list, you can search the knowledge base. To do so, describe your problem in the search box.
  • If there are questions at the bottom of the screen, try to answer them. They can help further define the problem you are having.
  • Click the Next button at the bottom of the screen.

Searching the Knowledge Base

To search the knowledge base, describe your problem in the search box and click the Next button. Problem Solvers searches the knowledge base and matches your problem description to the entries stored there.

When describing a problem, please keep the following guidelines in mind:

  • Problem Solvers automatically expands your query to cover synonyms for your search terms.
  • Problem Solvers automatically ignores common words like "the", "as", "at", etc.
  • If Problem Solvers displays a list of terms next to the search box, check any that are appropriate. Problem Solvers is more likely to find answers that include those terms.
  • You can always refine your query later on. When refining a query you can expand the description of your problem or enter a completely new query. Problem Solvers will run the new query against all the answers in your knowledge base.

Working with the Answers List

After you have selected a problem or performed a search, Problem Solvers displays a list of answers for you to consider. The answers are ranked ordered. Answers most likely to solve your problem have higher scores. Scores range from 100 (most likely an answer) to -100 (most likely not a answer).

Problem Solvers displays a predetermined number of answers on this page. At the bottom of the answers list Problem Solvers indicates the total number of answers in the current set. To view the next page of answers in this set, click the more… button.

  • To view more details about a specific answer, click the title of the answer.
  • To reduce the number of available answers, review the clarifying questions, answering any that are relevant.
  • To change the number of answers displayed on this page, use the Preferences option.

Viewing an Answer

When Problem Solvers displays an answer, it presents the following information:

  • A detailed description of the actions required to execute the answer.
  • The problems related to this answer.
  • The possible cause of the problem.
  • An optional list of additional attachments (images, videos and other multimedia files) that might help you execute the answer.

Answering Clarifying Questions

Problem Solvers displays clarifying questions associated with the problem you have identified and with the answers stored in the knowledge base. Based on your answers, Problem Solvers filters the possible answers and presents the answers most likely to solve your problem.

  • To answer a question, select the appropriate answer from the drop down box.
  • If you need more instructions in order to answer the question, click the Details button next to the question.
  • You can always undo or change an answer you give Problem Solvers Go to the Change Your Mind section of the page, find the question and your answer, and change it.

Working with Troubleshooters

Some of the problems displayed on the Start Up page automatically launch a Problem Solvers troubleshooter. The troubleshooter presents one question at a time until you get to the appropriate answer or set of answers.

  • To answer a troubleshooter question, select the appropriate answer and click the Next button.
  • To change an answer, click the Change Your Mind button.

Changing Your Answers

If you have answered any questions during your session, you can change your answer without having to back up through your session using your browser's Back button. Simply press the Change Response button and all the questions that you have answered will be displayed. You can then change any of your answers and continue on with your session.

Using the Session Log

Problem Solvers Session Log is a complete history of your Problem Solvers activity. You may review your actions or click on "Replay to here" to try alternative paths to a answer. When you click "Replay to here," Problem Solvers performs all of the steps up to that point and then allows you to choose different answers from that point on.

Getting Assistance from Tech Support

At any point during a Problem Solvers session, you may click the Open a Support Case button to request additional help from Tech Support.

When sending a request for assistance, make sure you complete the required fields.

Changing Preferences

You can change the way Problem Solvers displays new pages. You can make the following modifications to the Preferences page:

  • Modify the maximum number of answers displayed in the answers list.
  • Modify the minimum score of answers displayed in the answers list. Problem Solvers will display only answers with scores higher than the one you have specified.

Tool Bar Buttons

The following buttons are available from the Problem Solvers left frame:

  • Home - takes you to the Home page.
  • Restart - restarts the Problem Solvers session. This erases your session log and the answers you have given to questions.
  • Session Log - takes you to the Session Log page.
  • Assistance - takes you the Assistance Request page.
  • Preferences - takes you to the Preferences page.
  • Change Your Mind - takes you to the Change Your Mind page.