CMS Scenarios

Color Management System - Scenarios
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Copyright 2009 Adobe Systems Incorporated. All rights reserved. Adobe confidential.
Topics Covered
Topics that will be covered are:
Categorize issues.
Troubleshooting & Resources Keywords by which we are going to look for the answers. Discussion on some of the issues we face on calls. Role plays for practical practice.
Categorize Issue
How can we categorize an issue on call?
Categorize Issue
First & the most importing think that we need to do on calls is to identify what is the issue that is the customer calling us for: Does he needs our help in how to use the application? Does he need our help in fixing the application?
Whether is he not able to use that particular feature/tool?
No matter how many calls we get, all of them land under one of the above mentioned scenarios.
Categorize Issue
The best way to categorize issue is by Summarizing & Paraphrasing the customers issue back to the customer to check if we have understood the issue correctly or not. After paraphrasing the customers issue, it is the best to Reproduce the same issue on our machine to check if the customer is actually doing the job correctly or not. Another thing that helps in identifying the issue is by asking Probing Questions. Probing Questions help us in understanding the customers concern & also, determining the next step to be taken. If make it a habit of asking appropriate probing questions it will certainly make out job much easier thus helping us in fixing the customers issue. After asking the appropriate probing questions, we must identify the Keywords inside the answers given the customer to our probing questions. These keywords help us in searching for a resolution from our resources.
Note: Identifying keywords is the key to success.
Resources
What are the different resources that we have while we are on a call with some Printing or Color Management issue?
Resources
IKBS If there is any troubleshooting that needs to be done. Help Files If the customer wants to use the color settings. Adobe.com To download different color profile & other related material. Product itself To reproduce the issue at our end. Adobe Forums Checking if there is any known issue. Adobe Labs If there is any patch or update suppose to be released. Case Note Search If anyone have dealt with this sort of an issue. Third Party Search Engine If nothing else is able to resolve the issue. Senior Agent After exhausting all the available resources.
Note: Make sure that we do not provide the customer with any untested solution without the consent of our Supervisor.
Identifying Keywords
How can we identify Keywords from the customers statement?
Identify Keywords
The best way of identifying keywords from the customers statement are:
Active Listening Rephrasing Asking for the error message Knowing which product is the customer using Asking for the workflow Note down the words which are related to the product. Identifying the main concepts in the statement. Have a good product knowledge.
Exercise
Customers issue:
I am unable to print from my Photoshop CS4.
Before continuing on to the next page, pen down the information for the following questions: What keywords would you use to search for information? Where would you look for the answers?
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Compare Your Answers

Customers Statement: I am unable to print from my Photoshop CS4
Question: Keywords that we will use to search for the information? Answer: Print Photoshop or Printing Problem Photoshop
Question : Where will we look for answer? Answer : IKBS, Forums, Product.
By this exercise you must have got the information as to how can we get the keywords from the customers statement & where do we need to search for with the keywords indentified.
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Most Commonly used Probing Questions

For most customers issue in regards to Color Management or Printing, we need to make sure that we get the answers for all the relevant questions mentioned below:
Which Adobe application are you using when you are trying to print? Have you calibrated your monitor? What profile is imbedded in the image? What is printer make and model, and printer driver version (and if its the most recent version)? Did it ever print correctly from this printer? Have you checked your Ink? How much Ink do you have remaining? Have tried printing from a non-color management application? What version of Operating System and Photoshop are you using? Have you chosen to let the Printer or Photoshop manage the colors? What is your working color space? What do images look like on screen? Did you try printing by selecting Photoshop Manages Colors to see if that prints images with the same results? Did you turn off color management inside the printer driver (if Photoshop manages color only)? Did you choose the printer profile that is appropriate for the printer, paper type, and ink? Have you tried printing a solid color image from Photoshop?
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Probing Questions Summary

The reason why we ask so many questions to the customer is to identify the possibilities & narrowing down the issue. In regards to Color Management & Printing issues, we need to identify whether the issue is: Product Specific File Specific Printer Specific Monitor Specific
If we identify that the issue is specific to our product, then we can try searching for a resolution in IKBS & troubleshoot the issue accordingly. If the issue lie under the rest of the three categories, try to help the customer with other profiles & then ask the customer to consult the respective manufacturer.
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Scenario 1
Customer: When I open my images in Photoshop, all of them have a magenta tint.
Before continuing on to the next page, pen down the information for the following questions: What all probing questions would you ask? What keywords would you use to search for information? Where would you look for the answers?
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Probing Questions
What version of Operating System and Photoshop are you using?
Have you tried opening the same image on any other application?
What profile is imbedded in the image? What is your working color space? Is it happening with all the files?
Any specific format with which you are facing this issue?
Have you tried creating a new file, filling it with blue solid color & how does it look like? Have you tried opening the same file on a different system? Have you calibrated your monitor?
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Customers Statement: When I open my images in Photoshop, all of them have a magenta tint. Question: Keywords that we will use to search for the information? Answer: Color Management Photoshop
Question : Where will we look for answer? Answer : Photoshop Online Help, Forums, Product
Useful DocumentsUnderstanding Color -Photoshop CS5 Help>Color Fundamentals>About Color>Understanding Color
Color Modes Photoshop CS5 Help>Color Fundamentals>Color Modes
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Scenario 2
Customer: When I try to print from Photoshop, it has a red cast.
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Probing Questions
Have you calibrated your monitor? What profile is imbedded in the image? What is printer make and model, and printer driver version (and if its the most recent version)? Did it ever print correctly from this printer? Have you checked your Ink? How much Ink do you have remaining? Have tried printing from a non-color management application? What version of Operating System and Photoshop are you using? Have you chosen to let the Printer or Photoshop manage the colors? What is your working color space? What do images look like on screen? Did you try printing by selecting Photoshop Manages Colors to see if that prints images with the same results? Did you turn off color management inside the printer driver (if Photoshop manages color only)? Did you choose the printer profile that is appropriate for the printer, paper type, and ink? Have you tried printing a solid color image from Photoshop? Did you try printing from another printer?
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Customers Statement: When I try to print from Photoshop, it has a red cast. Question : Keywords that we will use to search for the information? Answer : Print issue Photoshop or Color Cast
Question : Where will we look for answer?

Answer : IKBS, Photoshop Online Help, Forums.
Useful DocumentsCommon Print issues and Troubleshooting techniques - cpsid_84285 Images printed to an Epson Stylus printer are too dark or have a magenta or green color cast kb400878
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Scenario 3
Customer: When I open Lightroom, all my images are grey.
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Probing Questions
What do you mean by the images are grey? Are you unable to see the previews?
What is workflow that you are following?

What profile is imbedded in the image? What version of Operating System and Lightroom are you using? What is your working color space?
How is the result when you are trying to open the same image in any other application?
Is there any specific file format that is causing such an issue? Have you calibrated your monitor?
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Customers Statement: When I open Lightroom, all my images are grey. Question : Keywords that we will use to search for the information? Answer : Grey Photos Lightroom
Question : Where will we look for answer? Answer : IKBS, Forums, Lightroom Online Help
Useful DocumentsPhotos are black or gray in Adobe Photoshop Lightroom kb402376
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Scenario 4
Customer: I do not have No Color Management option in the print dialog box of Photoshop CS5.
Before continuing on to the next page, pen down the information for the following questions: What keywords would you use to search for information? Where would you look for the answers?
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Customers Statement: I do not have No Color Management option in the print dialog box of Photoshop CS5. Question : Keywords that we will use to search for the information? Answer : No Color Management Photoshop
Question : Where will we look for answer? Answer : IKBS, Forums.
Useful DocumentsNo Color Management option is gone when printing in Photoshop CS5 cpsid_83497
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Important Information
The option for No Color Management is no longer listed in the Color Handling pop-up menu in the Photoshop CS5 Print dialog box.
What we basically need to do in this case is, make sure that the customer is selecting the option of Printer Manages Color in the print dialog box & they do disable the Color Management option from their printer driver.
How to perform the steps to disable the Color Management option from the printer driver, go through the below mentioned link: http://kb2.stage.adobe.com/cps/834/cpsid_83497.html
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Scenario 5
Customer: The images look different in the different applications of Adobe
Before continuing on to the next page, pen down the information for the following questions:
What all probing questions would you ask?
What keywords would you use to search for information?

Where would you look for the answers?
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Customers Statement: The images look different in the different applications of Adobe
Question : Keywords that we will use to search for the information? Answer : Creative suite color settings
Question : Where will we look for answer? Answer : IKBS, Help Files
Useful DocumentsCpsid_51164 shows a video to deploy the same settings.
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Probing Questions
What are the different applications that you are using?
What are the color settings in the different applications that you are using?
Are you using a suite or the point products? How is the result if you open the same image in another application apart from Adobe? What profile is imbedded in the image?
What version of Operating System are you using?

What is your working color space? Have you tried opening the same file in bridge and what is the result? Have you calibrated your monitor?
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Tell the customer in order to get the same color settings in all the Adobe Applications, he needs to synchronize the color settings from bridge which can be reflected in all
applications.
To do so, in Bridge go to Edit> Creative Suite Color Settings and synchronize the settings by choosing the different available profiles.
Also educate the customer that they can create the customized working space profiles for the different applications or for the entire suite.
Cpsid_ 52512 can be used to deploy the custom color settings file(CSF) in the system.
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Scenario 6
Customer: The printouts do not have the proper saturation and contrast that I am looking on the screen
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Customers Statement: The printouts do not have the proper saturation and contrast that I am looking on the screen Question : Keywords that we will use to search for the information? Answer : Troubleshooting printing issues, Color management
Question : Where will we look for answer? Answer : IKBS, Help Files
Useful DocumentsCpsid_51164 shows a video to deploy the same settings.
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Probing Questions
What profile is imbedded in the image?
What is your working color space?

How is the result when you are trying to open the same image in any other application? Is there any specific file format that is causing such an issue? Have you calibrated your monitor?
What is the make and model of your printer?

Have you tried taking the print by choosing Photoshop manage colors or Printer manage colors? Have you turned off the color management in printer settings when choosing Photoshop
manage colors in Photoshop?
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Tell the customer that Photoshop has the feature in the print window that can be utilized for taking the print keeping focus on saturation.
To do so, in the print window for Photoshop, choose Saturation in the Rendering Intent drop down menu.
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Thank You
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Color Management System - Scenarios

Replace with a graphic 5.5 Tall & 4.3 Wide

How can we categorize an issue on call?

Whether is he not able to use that particular feature/tool?

Note: Identifying keywords is the key to success.

How can we identify Keywords from the customers statement?

Compare Your Answers

Most Commonly used Probing Questions

Probing Questions Summary

What version of Operating System and Photoshop are you using?

Compare Your Answers

Useful DocumentsUnderstanding Color -Photoshop CS5 Help>Color Fundamentals>About Color>Understanding Color

Color Modes Photoshop CS5 Help>Color Fundamentals>Color Modes

Compare Your Answers

Question : Where will we look for answer?

What is workflow that you are following?

Compare Your Answers

Useful DocumentsPhotos are black or gray in Adobe Photoshop Lightroom kb402376

Compare Your Answers

Question : Where will we look for answer? Answer : IKBS, Forums.

What keywords would you use to search for information?

Compare Your Answers

Useful DocumentsCpsid_51164 shows a video to deploy the same settings.

What are the different applications that you are using?

What version of Operating System are you using?

Compare Your Answers

Useful DocumentsCpsid_51164 shows a video to deploy the same settings.

What profile is imbedded in the image?

What is your working color space?

What is the make and model of your printer?

manage colors in Photoshop?

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