A dealer or service technician uses diagnostic tools to help with root cause analysis. Once the root cause is determined, the diagnostic tool provides information about the appropriate repair. Repair diagnostics help the repair technician to easily resolve customer issues.

In Pega Warranty, the following types of diagnostic mechanisms are used:

Pega Survey

The system provides a repair technician with a class of dynamically determined questions based on the repair type selected. The system displays a direct solution or a set of Yes or No questions to help resolve the issue, for example: Verify power and thermostat setting. Is the compressor running? Depending on the survey result, the predefined repair code is selected and the bill of materials (BOM) details are automatically filled with the part, labor, and miscellaneous data that is mapped to the predefined repair code.

To create a survey, see Creating a survey.

Pega Decision Strategic Manager (DSM)

Pega DSM uses Pega decisioning capabilities. The repair technician is provided with possible causes and the likelihood of that particular cause. After selecting a particular cause, the system displays the possible fixes for that cause. When the repair technician selects a particular fix, the predefined repair details associated with that fix are populated in the BOM details.

• Mapping a Warranty survey with the repair type

• Repair order case type