NOTE:
Front-line Agent Action: Front-line agents must encourage the customer to perform this step before isolating the issue as a
motherboard failure. If the customer is not comfortable performing the Self-Heal procedure, then please document the dispatch being
created in 5GL. Advise the onsite engineers to perform the Self-Heal procedure as one of the mandatory initial steps. Advise them that
if the Self-Heal procedure is unsuccessful, to continue with the regular troubleshooting before part replacement.
Onsite Engineer Action: The Latitude Self-Heal procedure has to be a mandatory initial step. If the Self-Heal procedure is
unsuccessful, continue with the regular troubleshooting before part replacement. Document Self-Heal results in the call closure log
(Self-Heal Pass or Fail).
Diagnostics 209
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