Tech Support-Technical Assistance

Example

For an issue where the Windows 10 start menu is not responding, Tech Support would suggest running specific CMD commands to reset firewall rules, based on its knowledge source.

Scenario

This function is typically the first step in the troubleshooting process, where Tech Support analyzes the reported symptoms and offers a solution from its knowledge base.

Example

If the initial diagnosis does not resolve the issue, such as an uncommon error code in a Blue Screen of Death (BSOD), Tech Support would perform targeted web research to find the most relevant and effective solution.

Scenario

This function comes into play for less common or new issues that are not covered in the initial knowledge base, ensuring users receive up-to-date solutions.

Example

For complex issues that require more context, such as intermittent internet connectivity problems, Tech Support would ask specific questions about the user's setup, like whether they are using WiFi or Ethernet, and if a third-party firewall is in use.

Scenario

This function is crucial for troubleshooting issues that are highly specific to the user's environment or for which initial troubleshooting steps have failed.