Describe the steps involved when a customer problem is passed from the customer service/support representative to the technical problem/fix analyst until the problem is resolved.
Answer: There are several steps involved and they are summarized as follows.
a) problem description and related information is summarized in a problem report and submitted to the problem/fix group;b) the problem/fix analyst will explore and analyze the problem;
c) the problem/fix analyst will then accept or reject the problem based on the analysis;
d) if the problem is rejected then the customer support representative is notified; otherwise, the problem is accepted, a change request is generated and the problem enters a fix cycle of design/code/test;
e) the fix may be individually packaged and immediately released or may be integrated into a fix-release package, depending on the problem priority level;
f) the support FAQ database is then updated to reflect the closure status of this problem.