Questions

Put the escalation process in the correct order, then click submit.

 

The correct order is:

• (1) Escalate to EMM
• (2) Escalate to OEM
• (3) Escalate to carrier or reseller

 

 

Review common troubleshooting steps which may not apply to the issue or were skipped.

 

• Answer – Review watchpoints

 

 

Ask for screen captures, logs, and all other relevant information.

 

• Answer – Gather data

 

 

Identify systemic problems versus localized issue.

 

• Answer – Reproduce issue

 

 

Eliminate conflated issues or general confusion that misdiagnose root causes.

 

• Answer – Trust but verify

 

 

Consider the most common causes identified to narrow the scope of the issue.

 

• Answer – Process of elimination