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THE PROBLEM: When a support technian fields a call from a customer complaining that they can't run a major application, the technician must immediately begin querying the customer about system settings and recent configuration changes. Spreadsheets, questionaires and specific knowledge about the application may not be readily available. Worse, putting your customer through a game of '20 questions' is not the most effective way to win their loyalty. THE SOLUTION: The validation tests performed on the customer's desktop environment by DesktopAnalyzer can encompass configuration issues such as hardware and software components as well as external service availability and performance such as connectivity issues. More importantly, the DesktopAnalyzer solution allows the application designers, who ultimately hold the knowledge, to accurately define the validation process to match the application requirements and manage the results including the ability to inject expert knowledge into the process where necessary. This capability provides the valuable means to "script" how frontline support personnel are educated in understanding the problem allowing them to manage the customer more effectively. 
KEY FEATURES:
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