Triage of the Most Common Technical Support Issues for ...workforce.actsoft.com/.../04/Triage-Technical-Support-Issues-Guide.… · Triage Technical upport Issues Device Web 13 When

Triage of the Most Common Technical Support Issues for Mobile Workforce Essentials

Vodafone

Power to you

Contents

Device Support1.1 Install Application on Device 041.2 MWENotification-Android 051.3 MWENotification-iOS 071.4 Device Not Tracking 091.5 UnabletoLogintoDevice 121.6 SessionTimeoutError 131.7 OrderStatuses-FormData 141.8 NotReceivingFormData 161.9 Battery Drain 18

Web Support 2.1 HelpUsingWebsite 202.2 UnabletoseeTimeEntryData 232.3 CreatingUsersandAssigningRolesin MobileWorkforceEssentials 242.4 ReportsnotEmailingafterForm Submission 262.5 ReportWindowNotDisplaying 282.6 DispatchingOrdersNotAppearing on Device 32

Triage of the Most Common Technical Support Issues for Mobile Workforce Essentials

Actsoft CX – Global Customer Experience Center

DEVICE SUPPORT

• All device troubleshooting steps are assuming the MWE application is on the latest version available. If application is not up to date, please update it before applying any of the following steps.

• All escalations must include the user, time and date of the debug log submissions. Please also include screenshots of the submission history for the affected device(s) if applicable.

Minimum Specs Recommended SpecsAndroid OS Version 3.0-“Honeycomb” 4.4-“KitKat”orhigherProcessor1 1GhzSingleCore 2GhzQuadCoreRam1 512MB 1+GBStorage 4GB 16+GBDisplay 489x640px 1080x1920 pixelsBattery2 1860mAh 2800mAhGPS RequiredAccelerometer RequiredCamera N/A 5+MPGoogle Play Services3 Required

1–Otherappsrunninginthebackgroundmaygreatlyaffectappperformance2–BatteryusagemayvaryifusingGPSTrackingfeature3–VodafoneMWErequiresGooglePlayServicestooperate

Triage Technical Support Issues

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Install Application on Device

How do I install the Mobile Workforce Essentials app on my phone/tablet?

For Android, install the app via the Google Play Store:

1. SearchforVodafoneMobileWorkforceEssentialsinthePlayStore.

2.SelecttheInstallbuttontodownloadand install the app.

For iOS, install the app via the App Store:

1. SearchforVodafoneMobileWorkforceEssentialsintheAppStore.

2.SelecttheGet andthen Install buttonstodownloadandinstalltheapp.

1.1

Triage Technical Support IssuesD

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MWE Notification-Android

Firststepistogointothesettingsonthedeviceandlocatetheapplicationmanager.

Next, locate the MobileWorkforceEssentialsapplicationintheapplicationmanager.

Enabling notifications for MWE on Android

1.2


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MWE Notification-Android

SelectnotificationsfromtheVodafoneMWEappinfo.

Make sure Block allisnoton,andOnthelockscreen is not set to Don’tshownotificationsatall.

If the user is still unable to receive notifications, try the following steps to further troubleshoot:

1.2

1. Confirmuserisincoveragebyopeningabrowsertocheckifphoneconnectstotheweb

2. Ifuserisincoverage,returntotheapplication

3. Fromtheapplicationmenu,chooseLogOut

4. Ontheloginscreen,enteruserpasswordandselectSignIn

5. Onthewebapplication,gotoMessagingandsendamessagetotheuser’shandset

6. Applicationiconshouldcomethroughinthenotificationbaratthetopleftofthehandset

7. Ifnotificationsarestillnotbeingreceived,uninstallandreinstalltheapplication.

8. Repeatsteps5and6.

9. Ifnotificationsarestillnotbeingreceived,fromthemainscreen,tapMenu>SendDebugandescalatetoActsoftSupport.


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Gotothesettingsonthedevice.LocateNotifications.

SelectNotifications.

Onceinsidenotifications,findtheMobileWorkforceEssentialsapplication.

MWE Notification-iOS

Enabling notifications for MWE on iOS

1.3


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SelectMobileWorkforceEssentials.

Onceselected,makesureallownotificationsisonas shown on right.

Youcanalsoallowthenotificationstoshowinthenotificationcenter,aswellasonthelockscreen.

Iftheuserisstillunabletoreceivenotifications,trythefollowingstepstofurthertroubleshoot:

1. Confirmuserisincoveragebyopeningabrowsertocheckifphoneconnectstotheweb

2. Ifuserisincoverage,returntotheapplication

3. Fromtheapplicationmenu,chooseLogOut

4. Ontheloginscreen,enteruserpasswordandselectSignIn

5. Onthewebapplication,gotoMessagingandsendamessagetotheuser’shandset

6. Messageshouldcomethroughasaquickbanneralongthetopofthehandset

7. Ifnotificationsarestillnotbeingreceived,uninstallandreinstalltheapplication

8. Repeatsteps5and6

9. Ifnotificationsarestillnotbeingreceived,fromthemainscreen,tapMenu>DebugLog

10. TapSendLog

MWE Notification-iOS 1.3


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When I log into the web portal, I do not see any tracking data from my device.

1.Checklocationsettingsondevicetoensurethattheapphaspermissionstousethedevicehardware.

Device Not Tracking 1.4

OnAndroiddevice,confirmthatthelocationservicesareonandthemodeissetto"HighAccuracy"


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1. Havetheuserlogoutandverifythecorrectusernameisentered.

2. Verifytrackinghistoryofdevicewithinwebportal(customerwillneedtoprovideaccess).Documentanyexamplesfoundinhistory.

3. Ifdeviceisstillnottracking,opentheappmenuandsenddebuglogs.

4. Documentallsymptomsandtroubleshootingdone,thenescalatetheissuetoActsoftSupport.

Device Not Tracking 1.4

ForiOSdevices,verifythatthelocationservicesareenabledforthedevice,aswellasfortheMobileWorkforceEssentialsapp.

When I log into the web portal, I do not see any tracking data from my device.


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I am unable to log into the Mobile Workforce Essentials app installed on my device.

If a customer is not able to log into the app on their device, check the following:

Unable to Log into Device 1.5

1. Verifyuserisactiveinwebportal.

2. Confirmwithuserthattheusernameandpasswordenteredduringloginattemptwereenteredcorrectly.

3. Usethe“Forgotpassword”linkfromtheloginscreenofthedeviceapptoresetpassword.

4. Ifusersstillcannotlogin,documentallsymptomsandtroubleshootingdone,thenescalatetheissuetoActsoftSupport.


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I was logged into the Mobile Workforce Essentials app on my device but, when I

attempt to submit a form, I get an error telling me my session has expired.

Theaboveerroriscausedbyanotherdevicebeingloggedintotheiraccountusingthesamelogincredentials.Tofixtheproblem:

WhenuserslogintoMobileWorkforceEssentials,atokenisgeneratedthatisrenewedeveryhourforaslongastheuserisloggedin.Ifanotherdeviceisloggedintotheaccountusingthesamelogincredentials,theseconddevicetologinwillreceivetheupdatedtoken,whichmeansthatthesessionwilltimeoutforthefirstdevicethatwasloggedin.(Itmaytakeuptoanhourforthefirstusertoreceivethetimeouterror.)

1. HavetheuserthatreceivedthetimeouterrorlogbackintotheMobileWorkforceEssentialsappontheirdevice.Thisshouldgenerateanewtoken,whichshouldreturntheaccesstotheirdevice.

2. Ifpossible,havethemalsologoutoftheseconddevicetoensurethatnomoreconflictscomeup.

Session Timeout Error 1.6


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When I change an order status on the MWE app, it does not reflect on the MWE portal.

1. Determinewhetherthisisaffectingallusers,orspecificusersbysimplyaskingthecustomer.

2. AccessthesubmissionhistorytoseeiftheformsubmissionisCompleted, Pending, Failed, or just not showing at all.

A) B)

Order Statuses - Form Data 1.7

Iforderstatus-Completed:1. Ifstatusiscompleted,logouttoverifyappisloggedinunderthecorrectusername.

2. Logbackin.Ifusernameiscorrect,senddebuglog,thenescalatetoActsoftSupport.

Iforderstatus-Pending:1. Ensurenetworkisnotthecause.Ifonmobiledata,havethemattempttoaccessanywebsite.If

itdoesnotloadthepage,thentheyhavepoor/noconnection.IfonWiFi,havethemturnofftheconnectionandattempttochangethestatusagain.TheWiFimaybepreventingthechange.

2. Teststatuschangesonyourpersonalaccount.Ifitdoesnotworkfromyouraccounteither,informyoursupervisorofpossiblefeaturesoutage.Refertosupervisorfornextstepsifthisisthecase.

3. Trytonarrowdownthecause.Ifmessagesorformsareavailable,sendmessageorformtodetermineifitisrelatedtoordersonly.

4. Iftrackingisenabled,ishistoryuptodate?

5. Ifstatusesarestillnotchanging,obtainlogsfromtheuser(s)andescalatetoActsoftSupport.


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Order Statuses - Form Data 1.7

Iforderstatus-Failed:1. IfstatusisFailed,expandtheFailedtabandtakea

screenshot.

ForiOS

• Insubmissionhistory,selectedthefailedentry.SelecttheServerResulttabandeithertakeascreen shot or not the error.

• SelecttheDataSenttabandtakeascreenshot.

ForAndroid

• InSubmissionHistory,longpressthefailedstatusto open the error. Take a screenshot. Note, scroll-ingmayberequiredtoviewentireerror.

2. Teststatuschangesonyourpersonalaccount.Ifitdoesnotworkfromyouraccounteither,informyoursupervisorofpossiblefeatureoutage.Refertosupervisorfornextstepsifthisisthecase.

3. Trytonarrowdownthecause.Ifmessagesorformsareavailable,sendmessageorformtodetermineifitisrelatedtoordersonly.

4. Ifstatusesarestillnotchanging,obtainlogsfromtheuser(s)andescalatetoActsoftSupport.


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When I submit a form from the MWE app, it does not appear on the MWE portal.

Not Receiving Form Data 1.8

1. Determinewhetherthisisaffectingallusers,orspecificusersbysimplyaskingthecustomer.

2. AccessthesubmissionhistorytoseeiftheformsubmissionisCompleted, Pending, Failed, or just not showing at all.

A) B)

Ifstatus-Completed:1. Ifstatusiscompleted,logouttoverifyappisloggedinunderthecorrectusername.

2. Logbackin.Ifusernameiscorrect,senddebuglog,thenescalatetoActsoftSupport.

Ifstatus-Pending:1. IfStatusisPending,havetheuseropenabrowserandsearchforapagetoconfirmthedeviceisin

coverage.

2. Ifdeviceisincoverage,trytonarrowdownthecause.Ifmessagesorotherformsareavailable,sendmessageorformfromtheuser’sdevicetodetermineiftheissueoccursduringallsubmissions.IfnewsubmissionsremaininPending,trytosubmitaformfromyourpersonalaccount.Ifitdoesnotworkfromyouraccounteither,informyoursupervisorofpossiblefeatureoutage.

3. Ifformssubmitfromyouraccount,exporttheformthatisinpending,thenimportittoyourownaccount.Logintoyouraccountonadevice,completeandsubmittheform.Ifformgetsstuckinpendingonyouraccount,thiswouldpointtoanissuewiththeform.


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Not Receiving Form Data 1.8

4. Ifformsubmitscorrectlyfromyourpersonalaccount,continuetotrytonarrowdowntheissuebyverifyingtheuserhistoryisuptodateiftrackingisenabled.

5. Ifsubmissionwillnotleavependingstatus,escalatetoActsoftSupport.

Ifstatus-Failed:1. IfStatusisFailed,expandtheFailedtabandtakea

screenshot.Sendtosupport.

2. Trytonarrowdownthecause.Ifmessagesorotherformsareavailable,sendmessageorformfromtheuser’sdevicetodetermineiftheissueoccursduringallsubmissions.Ifnewsubmissionsalsofail,trytosubmitaformfromyourpersonalaccount.Ifitfailsfromyouraccountaswellinformyoursupervisorofpossiblefeatureoutage.

3. Ifformssubmitfromyouraccountcorrectly,exporttheformthatisinpending,thenimportittoyourownaccount.Logintoyouraccountonadevice,completeandsubmittheform.Ifformgetsstuckinpendingonyouraccount,thiswouldpointtoanissuewiththeform.

4. Ifformsarestillnotbeingreceived,obtainlogsfromtheuser(s)andescalatetoActsoftSupport.


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BatteryDrain:

LikewithmostGPSbasedapplications,normalusageofMWEcanresultinincreasedbatteryusage.

Typicalcallsthatcomeinfromthisissueareusuallygoingtobefromcustomerswho:

A)Arenewtotheapplication.

Inthiscase,whatwewanttorecommendtothecustomerisnormalhandsetbestpracticesforbattery

longevityandmaintenance.Thisistypicallyacasewheretheuserhasinstalledtheapplicationontheir

phone,andtheyhavenoticedthattheirbatterylifehasdecreasedmorethanusual.Whilewedonot

recommendusingpowermanagementtomaintaintheirbatterylifeasitcouldpossiblydisablethe

application,wedowantthemtobemindfulofhowtheyareusingthedeviceduringworkhours.Good

questionshereare:Isthescreenbrightnessmaxedout?Arethereanyotherapplicationscurrently

activeonthedevice?Hastheuserbeenmovingaroundmorethanusualtoday?Bemindfulofthe

factthatwithMWEweuseintelligenttracking,whichismovementbased,andthealgorithmdiffersby

platform,amongotherthingsthatgointotrackingthedevicelikehavingtousethecellularnetwork

togeneratealocation.Essentiallytheharderitistotrackthedevice,orsenddatafromthedevice,the

morebatteryitisinherentlygoingtouse.Goodpracticesforusersinthiscasearetoavoidusingapps

thataren’tbusinesscriticalduringbusinesshours,carryingasparebatteryorcharger,tryingashardas

theycantostayingoodcoverageand/orWiFi,andwhennotinuse,keepingthescreenoff.It’salsoa

goodideatokeepthescreenbrightnesslowerthanthemaximumsetting.

B)Movearoundquiteabit.

Themorethecustomermovearoundfrequently,themorethedeviceisgoingtotrack.Ifacustomeris

movingaroundmorethanusualtheymaynotbereadyforasharpdropinbatterylife.Mostofthetime

whileusingintelligenttracking,anytimemovementisdetected,thedevicebeginscalculatingwhether

ornottrackingshouldevenbeinitialized.Thisconsumesbattery.Iwouldencourageusersstatingthat

theyareexperiencingintermittentbatteryleveldropstoviewtheirdevicehistory,andseeiftherewere

moretasksperformedonthatdaythanusual.Asidefromthis,thesamestepsastheaboveapply–with

regardtocoverage,appusage,andtasks.

Battery Drain 1.9


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C)Experiencehardwareissueswiththeirbatteryordevice.

Thisisamoreuniquesituationinwhichthecustomermayreportthattheyareexperiencingbattery

drainagemoresothanotherusersonthesameaccount.Becausetheapplicationisglobal,thereisa

goodchancethatalotofourcustomerswillbeinstallingtheapplicationonolderdevicesthatmeet

theproperspecifications.Easywaystoidentifythisaretoasktheusertocomparebatterylevelswith

otherusersthathaveasimilardevice.Itmaybeherethattheusernoticesthattheirdevicefallsmore

inlinewithoneofthefirsttwooptions,howeverifthecustomerreportsthattheirdevicesisdoing

somethingoutsideofthenorm,it’sagoodideatogetthemtotheirCarrierTechnicalSupportteamfor

deviceevaluation.Inatypicalenvironment,theolderabatteryis,andthemoreit’sused,thequickerit

willdischarge.

D)Escalatedcases

Insomecases,thereisgenuinelynoexplanationforthebatterydrain,asinabrandnewfleetof

devicesbarelygetsthroughhalfthedayonnormalusageingoodcoverage.Inthiscase,wewantto

grabasmuchdetailedinformationaboutthesituationaspossible,andescalatethroughtheproper

channels.WestrivetoensurethattheMobileWorkforceEssentialsisalwaysworkingwell.Incases

wheretheobviousexplanationdoesn’tfixtheproblem,pleaseescalatetheissuetotheActsoftTech

[email protected].

Battery Drain 1.9

WEB

• Supported browsers are Internet Explorer 9, Edge, Firefox, Chrome and Safari.

• All escalations must contain screenshots of the affected feature along with specific examples if possible.


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I am looking for help using some of the different features on the website.

Forcustomersseekinghelp/trainingonusingthesite,wehavecompiledallofthe necessary resources into the help sections within the site.

CustomerscanfindhelpbyselectingtheView tutorialsbuttonatthetoprightareaofthewebsite,beneaththeSignoutbutton:

ThisbuttonbringsupthelistofavailableVideoTutorials:

Thecustomercanthenselectanyofthevideostohelpguidethemonhowtousethedifferentfeaturesavailable.

Help Using Website 2.1


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Alternatively,everyareaofthesiteshouldhaveitsownpopouthelpguidedirectlyrelatedtotheareaofthesitebeingviewed.

Forexample:(Overviewpage)

(DispatchingDashboardpage)

(UserActivitypage)

ThecustomercanthenselecttoviewMore informationonthatparticularsection:

(Providesatext-basedguidetoalloftheinformationdisplayedinthecorrespondingsection)



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Or,theycanelectto“Watchavideo”explainingthatparticularsection:

(Providesavideotutorialcoveringalloftheinformationdisplayedinthecorrespondingsection)

Ifthecustomerhaswatchedthetutorialvideosandthehelpguidesandstillneedshelp,thenextstepistohavethecustomercontacttheirserviceprovidertoarrangeamorethoroughtrainingsession.



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I do not see any time data from my users when I log into the web portal.

Ifacustomerishavingproblemswithviewingthetimeentryreportfromthewebportal:

1. Verifybrowser(InternetExplorer,Chrome,Firefox,etc.)

2. Determineifthecustomerhasanypop-upblockersoftwareinstalled

3. Iftheydohaveapop-upblockerinstalled,removeordisablethepop-upblockersoftware.

4. Tryadifferentbrowser(ifpossible)

5. Ifyoucanconfirmusershaveclockedin/outanddataisstillnotdisplaying,submitlogsfromthe

device(s)andescalatetoActsoftSupport.

Unable to see Time Entry Data 2.2


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• ThenclickUsers

• UserscanonlybecreatedwithintheCloudMarketplace.• OncetheyhavebeencreatedanAdminwillbeabletomodifytheirSecurityRole

withintheMobileWorkforceEssentialsPortal

Nowyoucanchoosetheroleofyouruser.Forexample,Administratorhasfullaccesstothewebsiteaswellastheapp.

Mobileisprimarilyforusersthatwillbetrackedandwillinstalltheappontheirdevice(thisuserwillnothavewebaccess).

Creating Users and Assigning roles in Mobile Workforce Essentials 2.3


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Auserissomeonewhocanaccessthewebandmonitorusersaswellasinstalltheappontheirdevice.

Afteryouhavechosenaroleforyouruser,completeallfields(theusernamemustbeuniqueforeachuser)thenclickaddtosavetheinformation.

Creating Users and Assigning roles in Mobile Workforce Essentials 2.3


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Ifyouhavesetupautomaticemailsinaformmodule,everytimethemoduleissubmitted,anemailis

automaticallysenttothespecifiedaddresses.Ifyouarenotreceivingtheemails,followthebelowsteps

untilyoufindtheproblem:

1. Verifyintheform’sentriespagetomakesuretheformwassubmittedandreceived.Gotowireless forms>selectthedesiredmodule>entries.

Reports not Emailing after Form Submission

2. Makesurethedesiredemailaddressisincludedinthelistofaddresses.Gotoadministrative>modules>selectthedesiredmodule>edit.

2.4


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Gotoemailsettingsandverifythatthedesiredemailisintheemailslist.

3.Checkyourspamfiltersorjunkemail.Ifyoufindtheemail,makesuretosettheMobileWorkforce

Essentialssenderemailaddressintoyourcontactstomakesureitisatrustedaddress.

4.TryusingapersonalemailaddressoutofyourorganizationlikeYahooorGmailandverifytheemailsarebeingreceived.Iftheyare,thentheremustbeanissuewithyourcorporateemailaccountthatisrejectingtheemailsfromtheMobileWorkforceEssentialssenderemailaddress.Inthiscase,thecustomershouldcontacttheirITdepartmentoremailserviceprovider.

Reports not Emailing after Form Submission 2.4


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Whenyouselecttorunareport,thereportwilltypicallyopeninanewreportviewerwindow.Becauseitisinaseparatewindow,youwillwanttomakesureyourpop-upblockersareturnedoff.

ForGoogleChromefollowthebelowsteps:

1.SelectcustomizecontrolGoogleChrome>settings.

2.Scrolldowninthesettingspageandselectshowadvancedsettings.

Report Window Not Displaying 2.5


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4.Scrolldown>selectallowallsitestoshowpop-ups>done.

3.Selectprivacy > content settings



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ForInternet Explorer followthebelowsteps:

1.Selecttools > internet options.

2. Go to the privacytab>uncheckturnonpop-upblocker>apply >ok.



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ForMozillaFirefoxfollowthebelowsteps:

1.Selectopenmenu>options.

2.Selectcontent>uncheckblockpop-upwindows.



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Openwillallowyoutoviewordersthathavebeenassignedbutnotyetcompleted

• Ifauserstatesthatheorshehasnotreceivedtheorderontheirdevice,havetheuseropentheMobileWorkforceEssentialsapp>clickthethreedotsintheuppercornerandselectrefresh.

• Ifrefreshdoesnotdisplayneworders,havetheuserlogoutthenlogbackin.

• Ifstillunabletoreceiveneworders,havetheuserverifytheyhaveagoodsignalandarecapableoftransmittingdata.Youcouldhavetheuseraccesstheweborsend/receivetext.

• Iforderispending,havetheuserrebootthedevice.

First,verifytheorderstatus>selectdispatching>orders

Ifthestatusisunassigned>clickedittoassigntheorder

Rememberto save beforeexiting.

Theheadercontainsaquickviewofordersandtheircurrentstatus>clickatabtoviewopen, or completedorders.

Dispatched Orders Not Appearing on Device 2.6

THANK YOU

Actsoft CXGlobalCustomerExperienceCenter

NextLevelCustomerCare.UnmatchedCustomerValue.

Actsoft Inc.10006N.DaleMabryHwy.,Suite100Tampa,FL33618

888-732-6638

www.actsoft.com

[email protected]

Triage of the Most Common Technical Support Issues for ...workforce.actsoft.com/.../04/Triage-Technical-Support-Issues-Guide.… · Triage Technical upport Issues Device Web 13 When

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