Troubleshooting technology problems is a skill that takes time to develop. Once you’ve worked with a particular platform long enough, you’re often able to identify exactly where to start for an issue that’s reported. However, there are still new problems that arise and you have to put on your troubleshooting hat to figure out where to begin. The skills you develop with experience will propel you forward to troubleshoot these new issues much quicker.
In this episode, we outline five basic troubleshooting steps to help jumpstart your troubleshooting skills. As we outline each step, we’ll provide examples of what can be done in each step and share resources that have helped us in the past.
This episode isn’t only for admins, though! We also share some tips for end users on how to clearly and concisely report issues to your CRM Team that will result in a quicker response or resolution to the issue you’ve uncovered.
Did we miss anything that you’ve found helpful in your experience? Share it with us in the comments!
Five Tips for Basic Troubleshooting
- Don’t panic, even if the user is panicking.
- Ask the user for additional details:
- Reproduction steps through screenshots or video recording of the issue happening.
- Error details and error logs – ask for the download!
- Find out how often it’s happening, when it started happening, or if it’s happening during a specific time of day. This helps determine if there’s a process or something else impacting performance.
- Finding out how many users are impacted helps determine if it’s a localized issue or widespread.
- Review the information provided by the user.
- Reproduce the issue yourself.
- Verify that your permissions are the same as the affected user which helps to determine if this is security related.
- Follow the steps exactly as the user reported can help to determine if it’s process related.
- Figure out the solution to the issue.
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