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After-sales Maintenance Knowledge Base (TT Case) User Manual ZTE GCSC 2011-10-19 秘密▲

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Presentation on theme: "After-sales Maintenance Knowledge Base (TT Case) User Manual ZTE GCSC 2011-10-19 秘密▲"— Presentation transcript:

1 After-sales Maintenance Knowledge Base (TT Case) User Manual ZTE GCSC 秘密▲

2 Preface TT Case Operation Entry Knowledge Search and Display 1. Knowledge Search Mode (Full-text Search, Catalog Search) 2. Knowledge Display Mode (Tab Display, Display in 1 Page) Submitting the Knowledge 1. Standardization Requirements for Knowledge Content 2. Information Security Requirements for Knowledge Content 3. How to submit the knowledge?(selecting the product, editing the content, inserting the image, and defining the knowledge type and confidentiality) 4. How to return to the home of Support website and knowledge base? 秘密▲

3 Preface Benefits that the TT Case brings you are as follows: 1. Daily update content and continuously enriched maintenance experience provide an importance reference for technical issues, and you can share your valuable experience globally. 2. Improve your technical skills. 3. The maintenance experience submission is one of the conditions for your skill certificate. The improvement and standardization of TT Case need your participation in the following aspects: 1. Submit your maintenance knowledge and share your valuable experience. 2. Feed back the non-standard knowledge (such as the language error and information security issue) so as to standardize our platform of TT Case. 3. Feed back your evaluation and comments on the knowledge content so as to improve the quality of TT Case. 4. Give your valuable suggestions for the optimization of TT Case and we are committed meet your requirements.

4 秘密▲ TT Case Operation Entry Entry: 1.Log on to You can directly log in in both Internet and intranethttp://support.zte.com.cn without VPN. 2. Select the mirror/language. To select a correct mirror helps you access more quickly. Please note that the knowledge in different language must be operated in the corresponding language environment. 3. Enter the login information and authentication code. ZTE internal staff can log in by the HR online account. 4. Select the “TT Case”.

5 秘密▲ Knowledge Search and Display- Knowledge Search 1.Full-text Search 1.1 Support the knowledge searching with multiple keywords. Please separate with a space. 1.2 Support the memory function. It can memorize the content you searched last time. 1.3 The searching results are displayed in the same way as Google and Baidu. 1. Support full-text search. 2. Support the knowledge searching with multiple keywords. Please separate with a space. 3. Support the memory function. It can memorize the content you searched last time. The searching results are displayed in the same way as Google and Baidu.

6 秘密▲ 2. Catalog Search Support the memory function. It can memorize the content you searched last time. 1.Enter the product information you need to search. 2.Support the memory function. It can memorize the content you searched last time. Knowledge Search and Display- Knowledge Search

7 秘密▲ 1. Tab Display Please choose “Tab Display” or “Display in 1 Page”. Knowledge Search and Display- Knowledge Display

8 秘密▲ 2. Display in 1 Page Please choose “Tab Display” or “Display in 1 Page”. Knowledge Search and Display- Knowledge Display

9 秘密▲ Submitting the Knowledge – Standardization Requirements for Knowledge Content 1. Language Environment of Knowledge Submission Requirement: The knowledge in different language must be submitted to the corresponding language environment. There is related prompt when you click “Submit the Knowledge”. 2. Problem Description (Incident Phenomena) Requirement: The problem description must be concise, including the problem summary, incident phenomena, service impact, etc). 3. Networking Environment Requirement: The networking environment is optional. You can introduce to the reader the background of this problem, the networking structure and the environment. It’s a supplement to the problem description in the hope of describing the problem more clearly and preparing for the following analysis of the troubleshooting procedures.

10 秘密▲ 4. Problem Cause Analysis Requirement: The analysis must be reasonable and logic and closed related to the problem description. After stating the problem clearly, you need to analyze the process, briefly describe the possible problem cause, the troubleshooting foundation, breakthrough point, solution, etc. 5. Troubleshooting Process Requirement: Briefly describe the troubleshooting process which should be targeted, conditional and operable. The solution should be the specific operable implementation method based on the problem analysis. For operating steps, the solution can be listed as 1, 2, 3, and you need to tell the reader how the onsite situation is after the operation implementation is finished, whether the problem has been solved and whether any auxiliary measures are needed later. 6. Summary and Notes Requirement: 1. The content is an experience summary which should be concise, not only telling the reader what happened, but also letting the reader know why this problem happened and can learn something from it. 2. In the notes, you must describe the problem that may occur during the operation process and the possible consequence, as well as the tools or protocol needed by the troubleshooting. Submitting the Knowledge – Standardization Requirements for Knowledge Content

11 秘密▲ 1. The documentation must obey ZTE’s information security requirements and protect the customer information. The content cannot contain the information such as customer company, customer name, customer’s dedicated access code and equipment site, the competitor’s equipment information, ZTE staff’s related information, ZTE product’s core technology, patented technology, underlying data, and business information. 2. The security level (confidentiality) must be set for each document and different user has different openness. Submitting the Knowledge- Requirements for the Content Information Security –

12 秘密▲ Click the “Submit Knowledge” button on the upper right of the Home of the knowledge base to enter the knowledge submission page, as shown below. A knowledge No. will be automatically generated for each knowledge by the system. Submitting the Knowledge--How to submit the knowledge?

13 秘密▲ Search Tips Step 1: Enter the product model in the product search box and clock the magnifier to search. Step 1: Product search 1. Select the Product Submitting the Knowledge-How to submit the knowledge?

14 秘密▲ Step 2: Click the arrow to select the product you need. Step 2: Select the product Submitting the Knowledge-How to submit the knowledge?

15 秘密▲ After step 2, the system will automatically generate the product category, product sub- category and product model, and the product model will also automatically appear in the knowledge title (you can modify the title). The product model in the title can be modified. Submitting the Knowledge-How to submit the knowledge?

16 秘密▲ 2. Edit the Content After being issued, the knowledge will be displayed in Web, you cannot load an attach file when submit the knowledge but can only edit the knowledge online. By clicking this icon you can display in full screen and click again to resume. Drag to adjust the size of the editing area. Submitting the Knowledge-How to submit the knowledge?

17 秘密▲ 3. Insert the Image Insert the image: Click the icon of “Insert Image”, click “Upload” in the pop-up box, select the local image, click “Open” and then click “Insert”. Note: 1. The image can only be uploaded and no copy- paste can be performed. If you perform “Copy-Paste”, the image will be displayed in “x”. 2. Please keep the image name with no spaces 、 special characters or Chinese characters. Submitting the Knowledge-How to submit the knowledge? 1. you can select the image you want in the pop-up window. (you can upload in batch) 2. Please keep the image name with no spaces 、 special characters or Chinese characters.

18 秘密▲ You can adjust the image size. You need to insert images one by one Submitting the Knowledge-How to submit the knowledge? 3. Insert the Image(Continue)

19 秘密▲ 4. Define the Knowledge Type and Confidentiality “Save” means saving temporarily and the state will be “To be submitted” for the processing next time. “Submit” means submitting to the database for the processing of the next-step processer. Set the knowledge confidentiality: “Open to Terminal” means open to the end user, “Open” means open to the operator, “For Internal Use” means open to ZTE staff, and “Open to Partner” means open to the subcontractor. Select the knowledge type. The compatibility of the knowledge confidentiality is as follows: For Internal Use: ZTE staff can see all the knowledge, including “Open to Terminal”, “Open”, “For Internal Use”, and “Open to Partner”. Open to Partner: ZTE partners can see the knowledge of “Open to Terminal”, “Open”, and “Open to Partner”. System Equipment User: can see the knowledge of “Open to Terminal” and “Open”. End User: can only see the knowledge of “Open to Terminal”. Submitting the Knowledge-How to submit the knowledge?

20 秘密▲ Return to the home of the TT Case. Return to the home of the Support website. Exit from the system. How to return to the home of Support website and knowledge base?

21 秘密▲ 1. you can select the image you want in the pop-up window. (you can upload in batch) 2. Please keep the image name with no spaces 、 special characters or Chinese characters.

22 秘密▲


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