IDEAL Workflow

Identify
Clarifying Questions Probing Questions
• Describe your end goal • When?
• Tell me what you’ve tried • Where?
• Did it work recently • What?
• Describe the impact of this • Why?
• Do you have time to resolve • How?

Outcome and Goal Paraphrase issue and goal

Define
Narrowing Questions UDAS
• What do you expect the report total to be? User Data
• What is the opening balance?
• Has anything changed with your system? Application System

Outcome and Goal Agreement on root cause

Explore
Use Resources Present Potential Solutions
• Information Center • Solve the issue
• Remote Assist • Meet the customer’s goal
• SME • Explore sales options
• Respect the customer’s available time

Outcome and Goal Agreement on proposed solution

Act
Damage Control Plan Implement the Solution
Protect the customer’s data: Follow the KB Steps
• Make a backup
• Memorize a report
• Test in the Sample Company

Outcome and Goal Solution is implemented

Look Back
Explain Steps
• Paraphrase the solution
• Educate the customer to avoid reoccurrence
• Provide Disclosure Statement for any sale
Clean Up Damage Control Actions
• Replace files to their original location
• Remove unneeded files

Outcome and Goal Customer understands solution