Telekom Malaysia Berhad (TM) 0 iCARE Prime TM iCARE Prime TT001 Trouble Ticket Creation Instructor Guide Release 1

iCARE Prime 1 This module will run for 4 hours Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 7: Module Recap Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 2 Module Introduction Tell us your: Name Department

iCARE Prime 3 Module Structure Class Discussions and Activity Debrief The class will engage in discussions to address any system procedure questions. 4 System flows and Concepts Your instructor will present an overview of key system flows and concepts. 1 Demonstrations Your instructor will demonstrate step-by-step key system activities. 2 Hands On Activities You will perform hands on activities by referring to instructions and screen shots 3 Training Assessment Questionnaires will be handed out to determine your understanding 5 Training is focused on the key concepts and functionalities resulting from the introduction of the new systems.

iCARE Prime 4 Module Material Below is a summary of the module material provided: Participants Guide A pack of all slides presented during the lectures Activities Hands-on activities for module participants System Procedures A manual comprising of detailed steps and screenshots for the system processes

iCARE Prime 5 House Rules Mobile phones in silent mode Questions – system functionalities and processes

iCARE Prime 6 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Section 7: Module Recap Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 7 Learning Objectives At the end of this course, you will be able to: –Create a Trouble Ticket to record a Fault related Complaint: Customer Trouble Ticket –Trouble Report Warning Trouble Ticket –Caution Report –Create a follow-up Trouble Ticket Activity The pre-requisites for this course are: –OV001 iCARE Prime Overview –OV002 iCARE Prime - Siebel Overview –OV003 iCARE Prime - Basic Siebel Navigation

iCARE Prime 8 Why upgrade to iCARE Prime? There are three main improvements in iCARE Prime Siebel 8.1: More Convenient Interactive and guided steps in creating a Trouble Ticket via Task Based UI Integrated The Trouble Ticket process is executed in iCARE Prime, reducing the need to navigate to other external systems More Flexible User has the flexibility of creating a Trouble Ticket directly or based on a Service Request

iCARE Prime 9 Trouble Ticket Types There are three types of Trouble Ticket and Six Sub Types: Trouble Ticket TypeTrouble Ticket Sub Type Customer Trouble Ticket Trouble Report (TR) Temporary Trouble Report (TTR) Partner Trouble Report (PTR) Manual Trouble Report (MTR) Network Trouble Ticket Common Known Cause (CKC) Warning Trouble TicketCaution Report (CR) FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 10 Siebel CRM Training Modules Siebel CRM Service Request Management Account Management Trouble Ticket Management Order Management Reports Management There are three types of Trouble Tickets: Trouble Report Caution Report Common Known Cause There are four parts to Trouble Ticket Management: Creation Activity Restoration Network Trouble Ticket – CKC Management Closure Trouble Ticket Management is 1 of the 5 Siebel functionalities The Trouble Ticket Management course consists of six types of Trouble Tickets The Course consists of four parts Trouble Ticket Management is the creating and tracking of technical problems

iCARE Prime 11 Trouble Ticket Management The Modules in the Trouble Ticket Management Course Customer Trouble Ticket Warning Trouble Ticket Network Trouble Ticket The focus of today is on one area of Trouble Ticket Management – Creation Creation is relevant across Customer and Warning Trouble Ticket Customer Trouble Ticket and Warning Trouble Ticket is created by CSR Network Trouble Ticket creation will be covered in Network Trouble Ticket - CKC Management Customer and Warning Trouble Ticket Types are covered in this Module: Creation Activity Restoration Closure

iCARE Prime 12 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Section 7: Module Recap Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 13 Pre-Training Assessment Please complete the assessment in 10 minutes. The objective of the assessment is to measure your proficiency level before the start of the module. Note: You will take this assessment again at the end of the module.

iCARE Prime 14 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Section 7: Module Recap Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 15 Manual Trouble Reports Partner Trouble Reports Is a record of a technical problem Trouble Ticket What are the types of Trouble Ticket? Trouble Reports Temporary Trouble Reports a Customer Trouble TicketWarning Trouble Ticket 1 2 b c d Caution Report *Network Trouble Ticket 3 Common Known Cause (CKC) * Network Trouble Ticket Creation will be covered in TT004 Network Trouble Ticket Management FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 16 What is a Customer Trouble Ticket? Is a record of a customers technical problem with their Telephony or Internet Service Examples: –The phone has no dial tone –The internet disconnects frequently Created by CSR when received a Fault Complaint Manual Trouble Reports Partner Trouble Reports Trouble Reports Temporary Trouble Reports a Customer Trouble Ticket 1 Fault related Customer Complaint Service impacting Unconfirmed Fault related Customer Complaint Fault related Customer Complaint Without asset Service impacting Fault reported by wholesale partner Service impacting b c d FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 17 Manual Trouble Reports Partner Trouble Reports Is a record of a technical problem Trouble Ticket What are the types of Trouble Ticket? Trouble Reports Temporary Trouble Reports a Customer Trouble TicketWarning Trouble Ticket 1 2 b c d Caution Report *Network Trouble Ticket 3 Common Known Cause (CKC) * Network Trouble Ticket Creation will be covered in TT004 Network Trouble Ticket Management

iCARE Prime 18 What is a Warning Trouble Ticket - Caution Report ? A Caution Report is created when someone makes a complaint via 100 services Can be reported by a non-TM customer and without Service ID Created in Standard UI by CSR Example of a Caution Report – Telephone pole has been damaged by strong winds Warning Trouble Ticket Caution Report Fault related Customer Complaint No specific network device ID and details Non Service impacting 2

iCARE Prime 19 Trouble Ticket Creation Depending on the Sub Type, a Trouble Ticket can be created using Task Based UI or Standard UI: Trouble Ticket TypeTrouble Ticket Sub Type Task Based UI Standard UI Customer Trouble Ticket Trouble Report (TR) x Temporary Trouble Report (TTR) x Partner Trouble Report (PTR) x Manual Trouble Report (MTR) x Warning Trouble TicketCaution Report (CR) x * Network Trouble TicketCommon Known Cause (CKC) * Network Trouble Ticket Creation will be covered in TT004 Network Trouble Ticket Management

iCARE Prime 20 Trouble Ticket State Model Open Pending Assign Assigned In Progress Cancelled Resolved Closed

iCARE Prime 21 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Section 7: Module Recap Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 22 Manual Trouble Reports Partner Trouble Reports Is a record of a technical problem Trouble Ticket What are the types of Trouble Ticket? Trouble Reports Temporary Trouble Reports a Customer Trouble TicketWarning Trouble Ticket 1 2 b c d Caution Report *Network Trouble Ticket 3 Common Known Cause (CKC) Note: Call Center users are required to create a Service Request first before creating a Trouble Ticket 2. The Create TT button will be disabled at Customer Portal view for Call Center users 3. TM Point users not allowed to create TT

iCARE Prime 23 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure * Trouble Report creation is performed using Task Based UI Retrieved from NIS 2 All TTs excapt for Closed or Closed by System status are displayed 1

iCARE Prime 24 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure Only if Diagnosis Code & Symptom Code was not selected at Capture TT Details step 3

iCARE Prime 25 Search for a Customer Account in Siebel Standard UI 1.Search using the Search Center 2.Search using Customer Portal 3.Search using CTI Technology Avaya will detect Customers Service ID User will be auto-navigated to the Customer Portal View There are three methods to Search for a Customer Account:

iCARE Prime 26 Method 1: Enter search criteria in Search Centre Select search entity Search results Click binocular icon Customer name may be duplicated, hence it is more advisable to search via customer ID number. How to search for prospect/ customer account?

iCARE Prime 27 Method 2: Via Customer Screen Customer name may be duplicated, hence it is more advisable to search via customer ID number. Click Query button Example: Adlan Sulaiman Capture ID No. of the ID type selected LOV: New NRIC Old NRIC Passport Military Police How to search for prospect/ customer account?

iCARE Prime 28 How to search for prospect/ customer account? Method 3: Via CTI Technology – Customer Portal View

iCARE Prime 29 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure * Trouble Report creation is performed using Task Based UI

iCARE Prime 30 Customer Trouble Ticket - Trouble Report Creation Note: The Product Category and Product fields will follow the type of asset selected Eg. If a Streamyx Asset was selected, the Product Category and Product fields will be defaulted to Internet and Streamyx. The value of source is defaulted to Phone. You may click on the drop down icon to view the other list of values.

iCARE Prime 31 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure * Trouble Report creation is performed using Task Based UI Retrieved from NIS 2 All TTs that are not in Closed status are displayed 1

iCARE Prime 32 Check for Open Trouble Ticket All Trouble Tickets that are not Closed will be displayed:

iCARE Prime 33 Create Follow-up Activity Click the Finish button and exit to Standard UI:

iCARE Prime 34 Create Follow-up Activity Create a Customer Call Back Activity to indicate that the customer has called to follow-up on the Trouble Ticket

iCARE Prime 35 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure * Trouble Report creation is performed using Task Based UI Retrieved from NIS 2 All TTs that are not in Closed status are displayed 1

iCARE Prime 36 Customer Trouble Ticket - Trouble Report Creation Retrieve Inventory Info from NIS Validate that the mandatory fields are populated: Building ID Exchange ID Cable ID Cabinet ID DP ID A Trouble Report will be Cancelled if the above information is missing

iCARE Prime 37 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure

iCARE Prime 38 Check for Open CKC All Open CKC that are linked to the Network Information of the asset selected will be displayed:

iCARE Prime 39 Check for Open CKC View CKC details and click the Next button go back to Task Based UI or Cancel button to cancel Trouble Report Creation:

iCARE Prime 40 Associating a CKC to a Trouble Report The following information is required to perform autolink between CKC and Trouble Report: Network Information Fields for associating a CKC to a Trouble Report Area IDDP Loc Exchange IDBuilding ID Cable IDExchange Type Cabinet IDDSLAM ID Cabinet LocCabinet Type BTS IDOther NE ID MSC IDCSBC ID DP ID-

iCARE Prime 41 Customer Trouble Ticket - Trouble Report Creation Creation ResolutionClosure Only if Diagnosis Code & Symptom Code was not selected at Capture TT Details step 3

iCARE Prime 42 Customer Trouble Ticket - Trouble Report Creation 1.Select a Category and Symptom from the List of Values based on the fault reported: 2.Ask the customer a set of questions categorized by product to identify the diagnosis code 3.Select Yes, No or Not Sure 4.A set of Recommendation and Diagnosis will appear How to perform 1 st Level Troubleshoot – DSS:

iCARE Prime 43 Auto Assignment of Trouble Ticket to 2 nd Level Group (LMG/ NOC) Assignment of Customer Trouble Ticket – Trouble Report is automated upon creation: CSR LMG / NOC Upon Trouble Report (TR) creation, system will auto perform Line Test and auto assign the TR to the relevant LMG/NOC Group

iCARE Prime 44 Line Testing Result The Line Testing Result should contain the following information: Line Testing Results Telephone NumberAB AC Voltage Verification CodeAE Resistance Verification MessageBE Resistance Terminated LengthAB Resistance Test DateAE Capacitance Result DateBE Capacitance AE DC VoltageAB Capacitance BE DC VoltageAE AC Voltage AB DC VoltageBE AC Voltage

iCARE Prime 45 Auto Assignment to 2 nd Level Group 1.Trouble Ticket will be assigned to the relevant user groups based on the Product, Building ID, and Diagnosis Code 2.Verify that the [Owner] and [Group] fields has been automatically updated 3.The [Status] of the Trouble Ticket will be changed from Open to Pending Assign Trouble Ticket is assigned to the relevant LMG/NOC group

iCARE Prime 46 Customer Trouble Ticket - Trouble Report Creation Trouble Ticket priority is populated based on VBBS or SLG code of the customer 2. Created Date, Start Date, End Date and Due Date is automatically populated. Due Date is calculated based on Trouble Ticket priority. Note: Start Date, End Date and Due Date will be refreshed upon changing the Diagnosis Code 3. Aging = Current Date/Time – Created Date/Time Explanation: PPOE, IOE, TVE, CPO, DELL PPOA, IOA, SDSL, ISDN P-1 = 8 hrs to due date P-2 = 16 hrs to due date P-3 = 16 hrs to due date P-4 = 24 hrs to due date P-1 = 4 hrs to due date P-2 = 4 hrs to due date P-3 = 4 hrs to due date P-4 = 4 hrs to due date

iCARE Prime 47 Demonstration 1 : Create a Customer Trouble Ticket - Trouble Report The instructor will now demonstrate the following: Refer to: –Search and Select Customer Account –View Network Inventory of Asset –Create a Trouble Report –System Procedure 1.2 : Search for Customer Account –System Procedure 5.1 : View Network Inventory of Asset –System Procedure 5.2 : Create Trouble Report

iCARE Prime 48 Activity 1 – You will have 10 minutes to complete this activity –Search and Select Customer Account –View Network Inventory of Asset –Create a Trouble Report Activity Scenario: Tim is a Streamyx Customer. He is experiencing a technical problem with his Streamyx connection. Before creating a Trouble Ticket, you will need to view the Network Inventory of the Asset. Thereafter, you will need to create a Customer Trouble Ticket – Trouble Report. Activity Data: You will now perform the following: –Customer account:TIM_CA_YYXX –Activity name:Create Trouble Report

iCARE Prime 49 Activity Debrief –You have successfully searched and select a Customer Account –You have successfully created a Trouble Report Key expected results from activity: –Create a Trouble Report We have covered the following learning objectives: Your feedback

iCARE Prime 50 Demonstration 2 : Create a Follow-up Activity The instructor will now demonstrate the following: Refer to: –Create a Follow-up Activity –System Procedure 1.2 : Search for Customer Account –System Procedure 5.1 : Create Trouble Report

iCARE Prime 51 Activity 2 – You will have 10 minutes to complete this activity –Create a Follow-up Activity Activity Scenario: A TM Point Customer Service Representative has verified that a previously created Customer Trouble Ticket matches the technical problem a Streamyx Customer, TIM is currently experiencing. A follow-up Trouble Ticket Activity must be created. For this activity, you will create a Trouble Ticket Activity for an existing Customer Trouble Ticket (Customer Call Back Activity) Activity Data: You will now perform the following: –Customer account:TIM_CA_YYXX –Activity name:Create Trouble Ticket Activity

iCARE Prime 52 Activity Debrief –Create Follow-up Activity Key expected results from activity: –Create a Follow-up Activity We have covered the following learning objectives: Your feedback

iCARE Prime 53 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Section 7: Module Recap Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 54 What is a Warning Trouble Ticket - Caution Report ? A Caution Report is created when someone makes a complaint via 100 services Can be reported by a non-TM customer and without Service ID Created in Standard UI by CSR Example of a Caution Report – Telephone pole has been damaged by strong winds Warning Trouble Ticket Caution Report Fault related Customer Complaint No specific network device ID and details Non Service impacting 2

iCARE Prime 55 Create Warning Trouble Ticket – Caution Report * These steps are performed using Standard UI Here are the Siebel System steps to create a Caution Report:

iCARE Prime 56 Create a Warning Trouble Ticket - Caution Report Launch the Trouble Ticket Service Launcher Step 1 Step 2 Step 3

iCARE Prime 57 Demonstration 6 : Managing a Warning Trouble Ticket – Caution Report The instructor will now demonstrate the following: Refer to: –Create a Warning Trouble Ticket – Caution Report –System Procedure 5.11 : Create Warning Trouble Ticket - Caution Report

iCARE Prime 58 Activity 6 – You will have 10 minutes to complete this activity –Create a Warning Trouble Ticket – Caution Report Activity Scenario: Ms. Adelene Soh is not a TM Customer. She saw that a tree has fallen onto the one of the TM public phone booths and called TM to report of the incident. For this activity, you will need to create a Warning Trouble Ticket – Caution Report. Activity Data: You will now perform the following: –Customer account:Create a Prospect Account –Activity name:Create Caution Report

iCARE Prime 59 Activity Debrief –You have successfully created a Warning Trouble Ticket - Caution Report Key expected results from activity: –Create a Warning Trouble Ticket – Caution Report We have covered the following learning objectives: Your feedback

iCARE Prime 60 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 7: Module Recap Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 61 Module Recap What is a Customer Trouble Ticket - Trouble Report (TR) ? Created using Task based UI Fault related Complaint which Impacts Service When creating Trouble Report, check for: Related Open or Closed Trouble Tickets Related CKC If the user wishes to re-open a Closed Trouble Ticket, they will need to: View the Closed Trouble TicketCreate an Appeal Trouble Ticket If the user wishes to create a Follow-up Activity, they will need to: View the Open Trouble TicketCreate a Customer Call Back Activity User will only be navigated to the 1 st Level Troubleshoot (DSS) step if: Symptom Code and Diagnosis Code was not selected at the Trouble Ticket Details step Upon creation of a Trouble Report, the system will automatically: Perform Line Test (ALERT System) – for Telephony Products only Assign the TT to a relevant LMG group

iCARE Prime 62 Module Recap Customer TTUseful Tips Temporary TR 1060/1090 Frontliner 1060/1090 Coordinator 1060/1090 Coordinator monitors and close if fault is not confirmed Create a Trouble Report if fault is confirmed Manual TRCreated when asset has no service ID Partner TRCreated when a TM Partner makes a complaint Warning TTUseful Tips Caution Report (CR) Does not impact service yet Can be reported by a Non TM customer and do not require Service ID Can create a CKC if fault is confirmed to be Network impacting Created using Standard UI Trouble Report Types FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 63 Module Agenda Section 4: Create Manual Trouble Report in Standard UI Section 5: Create Partner Trouble Report in Standard UI Pre-Training Assessment Section 1: Introduction to Trouble Ticket Creation Learning Objectives Module Introduction Section 6: Create Warning Trouble Ticket – Caution Report in Standard UI Section 7: Module Recap Section 3: Create Temporary Trouble Report in Standard UI Section 2: Create Customer Trouble Ticket - Trouble Report in Task Based UI Post-Training Assessment FUNCTIONALITY REMOVED FROM ICARE PRIME

iCARE Prime 64 Post-Training Assessment Please complete the assessment in 10 minutes. The objective of the assessment is to measure your proficiency level at the end of the module.

iCARE Prime 65 Hands On Assessment Please complete the assessment in 15 minutes. The objective of this Hands On Assessment is to measure your ability to complete a system procedure Please refer to the Hands On Assessment Sheet for directions on how to complete this assessment

iCARE Prime 66 Q&A Questions and Feedback

iCARE Prime 67 Thank You!