PD Guide Tool Introduction

CNHi261
Jan 2017 AP Services Education

2015 Lenovo Internal. All rights reserved.

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number of the machine they have in their possession. Otherwise, you are not to disclose this information until Announcement.
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• This information is as up to date as possible, but could change before Announcement, including the announce date itself.
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Agenda
 PD tool, is short for Problem diagnostic tool.

 Operations & Design Orientation

• Go through a call process & Our design thoughts
Process
Typical Call

Functions
• Other tools to help diagnostics

Feedback & Improvement

• Improve performance and continue evolving

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Product Tree View
The default view should
be product tree view
where agents can find
– Known issues
– Product info Call out PD
– BIOS simulator guide tool

Call out PD guide tool.

Click the “PD” button on
top right corner, then PD
guide tool will pop up.

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Product line, Problem group and Symptom list
Imaging a call for E440 not powering on…

Independent
AIO product
line

Symptom
orientated

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Diagnostic step, Links and Other solution

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Diagnostic step, Links and Other solution

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Diagnostic step, Links and Other solution

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Old PD format

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Finishing PD & Saving to CRM – PD code
PD Code can be saved in “Description” field.
 Be careful this field has maximum length limit (40 characters)

- Paste PD code here.

- Agent may key in other short info if space is enough.

- This is also acceptable.

2015 Lenovo Internal. All rights reserved. - PD code can be any place in this field. 10
Finishing PD & Saving to CRM – PD log
 Step 1: Input SN
number
 Step 2: When PD
ended, click the
“Finish” button
Step 3: Copy PD logs
– SN must not be empty.
to clipboard.
– Agent must choose
item end with “<PD
End>”(or choose
“Other solution”).
Step 2: Click “Finish”
– This will stop the PD button when PD
duration timer.
ended.
 Step 3: Click the
copy button to
copy PD logs into Step 1: input
system clipboard. SN

Interactive PD
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Finishing PD & Saving to CRM – PD log
 Step 4: Paste
PD logs into
“Problem
Description”
field.
– The first 3
lines of PD log
must be put in
front in
“Problem
Description”
field.
– The rest part
of PD logs can
be saved in
any place of
“Problem
Description”
field. PD log head
2015 Lenovo Internal. All rights reserved.
 12
Finishing PD – Special scenario

 For below PD, PD tool will not generate PD logs.

– So we do not require agents to do extra operations on them.

Text PD (also including India / Korea special content) Special PD

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Tips

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Search

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Tools

Please try to
check them all

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Big Data Feedback

Coverage rate
Top symptoms
Top tips
Repeat repair
Multiple parts usage

Contents owner: xiatianb@lenovo.com

PD Japan PD ASEAN PD India PD ANZ

2015 Lenovo Internal. All rights reserved. 17

Contents Feedback

Uncovered symptom
Uncovered solution
Diagnostic logic
Second dispatch, suggested parts
Tips update

Contents owner: xiatianb@lenovo.com

uncovered SR

2015 Lenovo Internal. All rights reserved. 18