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      Create a Troubleshooting KB article

      This article explains who can create troubleshooting articles and how to create articles with instructions about replacing parts.

      Troubleshooting articles

      Troubleshooting articles are step-by-step instructions that explain how something can be checked or fixed. All troubleshooting articles are collected in the Troubleshooting section.

      The goal of this section is to have all instructions in one place and enable simple creating and sharing of articles.

      Watch the following video to learn how to create and share a troubleshooting article:

      Part replacement articles

      These are the articles that describe the process of how to replace a WingtraOne component, e.g. drivetrains, pitot tube, etc. The articles describing the basic replacements are already under the Customer Portal. But from time to time new replacement requests show up. 

      How to handle replacement requests 

      1. Check guidelines on how to handle cases where WingtraOne and/ or parts are damaged and need a replacement. If the process is not included in the standard replacement articles, offer a wing replacement.
      2. If the customer is out of warranty and is hesitant to purchase a replacement, check our advanced troubleshooting section and see whether there are some guidelines that could potentially fix the issue the customer is experiencing. If not, check with the ticket engineering if the fix is possible on the customer side. If so, the support manager should: 
        1. Analyze customer’s expertise and judge whether the process can be done on a customer end. Test the process following the instructions in the section "Testing of new replacement processes" below.
        2. If the process is going to be shared with the customer, CSM should emphasize there are no guarantees this process will fix the issue.
        3. If the process fails, CSM should create a deal, close the ticket and hand it over to the sales manager.

      Testing of the new replacement processes

      New troubleshooting guidance should not be shared with the customer until they are tested by the support team. 

      If CSM receives a document related to the replacement of the part, a CU task needs to be created using the template ‘KB Replacements article’ and added to the folder ‘Troubleshooting section’.

      Test the replacement process and then write the article under the Troubleshooting instructions (internal) section. Add all relevant information related to the replacement, including the time and complexity of the process, in the CU task. Antigoni and Jasna will decide based on the provided information if the process can become standard and shared with all customers. If so, the article will be moved to the Customer Portal and it should follow the style guidelines of our Replacement articles.

      In case the process is too complex, it will stay under the Troubleshooting section and shared only on a case by case basis, depending on the warranty status and customer’s technical knowledge/ abilities.