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 diagnostic mechanism is 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.
The system learns from the actions performed by Pega Survey and adapts to provide more accurate solutions in the future.
For information about the Warranty Survey mapping, see Mapping a Warranty survey with the repair type.