Avaya currently provides Avaya Diagnostic Methodology for partners to raise trouble tickets and receive assistance. Which three documents does Avaya expect customers/partners to have filled out…

Question

Options

• AProblem Clarification
• BCause
• CKnowledge Management
• DDetails/Findings
• EProblem Statement

• A
  88% (22)
• B
  4% (1)
• D
  8% (2)

Explanation

Avaya's Diagnostic Methodology requires partners and customers to document their issue using three structured forms - Problem Statement (E), Problem Clarification (A), and Knowledge Management (C) - before raising a trouble ticket. The Problem Statement defines the issue at a high level, Problem Clarification narrows it down with specifics (symptoms, scope, timing), and Knowledge Management confirms that existing resources (documentation, KBs) have already been consulted, preventing redundant support effort.

B (Cause) is incorrect because determining the root cause is the outcome of the support process, not a prerequisite - you wouldn't know the cause before contacting support. D (Details/Findings) sounds plausible but is not one of the three named ADM documents required upfront; detailed findings emerge during collaborative troubleshooting with Avaya.

Memory tip: Think "PSK before you ask" - Problem Statement, Problem Clarification (PC = "Problem Clarification"), and Knowledge Management. These three ensure you've defined what the problem is, clarified it thoroughly, and checked existing knowledge before picking up the phone.

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