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After-sales Maintenance Knowledge

Base (TT Case) User Manual


ZTE GCSC
2011-10-19

Preface
TT Case Operation Entry
Knowledge Search and Display
1. Knowledge Search Mode (Full-text Search, Catalog Search)
2. Knowledge Display Mode (Tab Display, Display in 1 Page)
Submitting the Knowledge
1. Standardization Requirements for Knowledge Content
2. Information Security Requirements for Knowledge Content
3. How to submit the knowledge?(selecting the product, editing
the content, inserting the image, and defining the knowledge type
and confidentiality)
4. How to return to the home of Support website and knowledge
base?

Preface
Benefits that the TT Case brings you are as follows:
1. Daily update content and continuously enriched maintenance experience
provide an importance reference for technical issues, and you can share your
valuable experience globally.
2. Improve your technical skills.
3. The maintenance experience submission is one of the conditions for your skill
certificate.

The improvement and standardization of TT Case need your


participation in the following aspects:
1. Submit your maintenance knowledge and share your valuable experience.
2. Feed back the non-standard knowledge (such as the language error and
information security issue) so as to standardize our platform of TT Case.
3. Feed back your evaluation and comments on the knowledge content so as to
improve the quality of TT Case.
4. Give your valuable suggestions for the optimization of TT Case and we are
committed meet your requirements.

TT Case Operation Entry

Entry:
1.Log on to http://support.zte.com.cn . You can directly log in in both Internet and intranet
without VPN.
2. Select the mirror/language. To select a correct mirror helps you access more quickly.
Please note that the knowledge in different language must be operated in the corresponding
language environment.
3. Enter the login information and authentication code. ZTE internal staff can log in by the HR
online account.
4. Select the TT Case.

Knowledge Search and Display- Knowledge Search


1. Full-text Search
1.1 Support the knowledge searching with multiple keywords. Please separate with a
space.
1.2 Support the memory function. It can memorize the content you searched last time.
1.3 The searching results are displayed in the same way as Google and Baidu.

The searching
results are
displayed in the
same way as
Google and
Baidu.

1. Support full-text
search.
2. Support the
knowledge searching
with multiple
keywords. Please
separate with a
space.
3. Support the
memory function. It
can memorize the
content you searched
last time.

Knowledge Search and Display- Knowledge Search


2. Catalog Search
Support the memory function. It can memorize the content you searched last time.

1.Enter the product


information you need to
search.
2.Support the memory
function. It can
memorize the content
you searched last time.

Knowledge Search and Display- Knowledge Display


1. Tab Display

Please choose Tab


Display or Display in
1 Page.

Knowledge Search and Display- Knowledge Display


2. Display in 1 Page

Please choose Tab


Display or Display
in 1 Page.

Submitting the Knowledge


Standardization Requirements for Knowledge Content

1. Language Environment of Knowledge Submission

Requirement: The knowledge in different language must be submitted to the corresponding language
environment. There is related prompt when you click Submit the Knowledge.
2. Problem Description (Incident Phenomena)

Requirement: The problem description must be concise, including the problem summary, incident
phenomena, service impact, etc).
3. Networking Environment

Requirement: The networking environment is optional. You can introduce to the reader the background of
this problem, the networking structure and the environment. Its a supplement to the problem description in
the hope of describing the problem more clearly and preparing for the following analysis of the
troubleshooting procedures.

Submitting the Knowledge


Standardization Requirements for Knowledge Content

4. Problem Cause Analysis

Requirement: The analysis must be reasonable and logic and closed related to the problem description. After
stating the problem clearly, you need to analyze the process, briefly describe the possible problem cause, the
troubleshooting foundation, breakthrough point, solution, etc.
5. Troubleshooting Process

Requirement: Briefly describe the troubleshooting process which should be targeted, conditional and
operable. The solution should be the specific operable implementation method based on the problem
analysis. For operating steps, the solution can be listed as 1, 2, 3, and you need to tell the reader how the
onsite situation is after the operation implementation is finished, whether the problem has been solved and
whether any auxiliary measures are needed later.
6. Summary and Notes

Requirement:
1. The content is an experience summary which should be concise, not only telling the reader what
happened, but also letting the reader know why this problem happened and can learn something from it.
2. In the notes, you must describe the problem that may occur during the operation process and the possible
consequence, as well as the tools or protocol needed by the troubleshooting.

Submitting the Knowledge-

Requirements for the Content Information Security


1. The documentation must obey ZTEs information security requirements and
protect the customer information. The content cannot contain the information
such as customer company, customer name, customers dedicated access code
and equipment site, the competitors equipment information, ZTE staffs related
information, ZTE products core technology, patented technology, underlying
data, and business information.
2. The security level (confidentiality) must be set for each document and different
user has different openness.


Submitting the Knowledge--How to submit the knowledge?

Click the Submit Knowledge button on the upper right of the Home of the knowledge base
to enter the knowledge submission page, as shown below.

A knowledge No. will


be automatically
generated for each
knowledge by the
system.

Submitting the Knowledge-How to submit the knowledge?


1. Select the Product
Tips
Step 1: Enter the product model in the product search box and clock the magnifier to search.

Step 1:
Product
search

Search

Submitting the Knowledge-How to submit the knowledge?


Step 2: Click the arrow to select the product you need.

Step 2: Select
the product

Submitting the Knowledge-How to submit the knowledge?


After step 2, the system will automatically generate the product category, product subcategory and product model, and the product model will also automatically appear in the
knowledge title (you can modify the title).

The product
model in the title
can be modified.

Submitting the Knowledge-How to submit the knowledge?


2. Edit the Content
After being issued, the knowledge will be displayed in Web, you cannot load an attach file
when submit the knowledge but can only edit the knowledge online.

By clicking this icon you can display


in full screen and click again to resume.

Drag to adjust the size of the


editing area.

Submitting the Knowledge-How to submit the knowledge?


3. Insert the Image

Insert the image: Click the


icon of Insert Image , click
Upload in the pop-up box,
select the local image , click
Open and then click
Insert.

Note:
1. The image can only be
uploaded and no copypaste can be performed. If
you perform Copy-Paste,
the image will be
displayed in x.
2. Please keep the image
name with no spaces
special characters or
Chinese characters.

1. you can select the image you want


in
the pop-up window.
(you can upload in batch)
2. Please keep the image name with
no
spaces special characters or
Chinese characters.

Submitting the Knowledge-How to submit the knowledge?


3. Insert the Image(Continue)

You need to insert


images one by one

You can adjust the


image size.

Submitting the Knowledge-How to submit the knowledge?


4. Define the Knowledge Type and Confidentiality
Select the knowledge
type.

Save means saving


temporarily and the state will
be To be submitted for the
processing next time.

Submit means
submitting to the
database for the
processing of the
next-step processer.

Set the knowledge confidentiality:


Open to Terminal means open to the
end user, Open means open to the
operator, For Internal Use means
open to ZTE staff, and Open to
Partner means open to the
subcontractor.

The compatibility of the knowledge confidentiality is as follows:


For Internal Use: ZTE staff can see all the knowledge, including Open to Terminal,
Open, For Internal Use, and Open to Partner.
Open to Partner: ZTE partners can see the knowledge of Open to Terminal, Open,
and Open to Partner.
System Equipment User: can see the knowledge of Open to Terminal and Open.
End User: can only see the knowledge of Open to Terminal.

How to return to the home of Support website and


knowledge base?

Return to
the home
of the TT
Case.
Return to the
home of the
Support
website.

Exit from
the
system.

1. you can select the image you want


in
the pop-up window.
(you can upload in batch)
2. Please keep the image name with
no
spaces special characters or
Chinese characters.