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After authentication , conduct visual audit for TECH ISSUES
While performing visual audit thru your front-end tools, you must understand the customer concern, acknowledge and assure customer that you will help to resolve the concern. You must conduct probing with your customer to ensure that concern will be isolated. This can help you to have an idea on the problem and may identify on what Work Instruction you are going to follow.
Customer Contact Info Zone - You will need this Zone to authenticate your customer.
Open SO Zone - You must look at Open Connect SOs, Open Treatment SOs and Other Open SOs as this may be related to your customer concern.
Account Status Zone - If Account Status is not Active (i.e. Call Restriction or Temporary Disconnection), this means your customer has still outstanding balance needs to be settled.
Outage Zone - You must also look at this zone since this will also be your basis if you will perform troubleshooting or not.
Customer's current plan - This is your customer's current plan. With this info, you'll have already an idea about the plan being used and it will be easy later what troubleshooting is needed.
Service Profile (FUSE - Services Tab) - This is your customer's service details from Clarity such as Technology Type, Speed, and Port where you can use as reference during validation of service profile across the systems such as SPS UI and Clearview.
Service Profile (NMS Skin) - After validation in FUSE, you should now validate the service profile in NMS Skin.
Service Profile (SPSUI) (in case the facility is not supported by NMS Skin or NMS Skin is not available use the SPSUI tool) - After validation in FUSE, you should now validate the service profile in SPS UI.
ClearView Reading - Checking of real-time ClearView reading is very important and mandatory especially in troubleshooting a data complaint although you can skip the checking when its not really related to data problem.
Link on LIT 365: https://pldt365.sharepoint.com/sites/LIT365/Pages/MCI/PLDT_HOTLINE.aspx#CVA8
HOW TO CONDUCT PROBING ON CUSTOMER CONCERN: https://pldt365.sharepoint.com/sites/LIT365/Pages/MCI/PLDT_HOTLINE.aspx#CVA16
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