The Scenario
You work for a company that sells smart home security cameras. When a camera goes offline, agents waste 20 minutes asking random questions. You need to create an internal troubleshooting tree (a macro flow) so agents follow a strict, logical diagnostic process before approving a hardware replacement.
The Brief
Design the internal troubleshooting flow for an "Offline Camera" ticket.
Deliverables
- The decision tree logic (If X, ask Y; If Z, escalate to Tier 2)
- The exact scripts/macros the agent should use to ask the customer questions at each step
- The strict criteria required before an agent is allowed to click "Approve RMA (Replacement)"
Submission Guidance
Start with the most common, easiest-to-fix issues (e.g., power, wifi changed) before asking the customer to climb a ladder to reset the device. Be logical and progressive.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.