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
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.
The system learns from the actions performed by both Pega Survey and DSM, and adapts to
provide more accurate solutions in the future.