Quote:
Originally Posted by machowner
Yea thats the only reason I don't go off on the poeple. Most of time they are just following a script and can not or do not have the knowledge to go off of it.
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I've written a lot of the documentation for the knowledge base used by our help desk. The simple questions have to be in there simply because they are the solution most of the time. Even though we have some knowledgeable people on our help desk, we insist that they follow our troubleshooting steps just to be thorough...I hate getting called in the middle of the night for a label that didn't print only to find out that the help desk didn't ask if the printer was out of label stock.