Guide to Use and Operation of After-sales Maintenance Knowledge Base ZTE Global Customer Support Center 2011 – 9 – 8 秘密▲

Entrance to Knowledge Base How to log on Knowledge Base How to submit knowledge How to process knowledge that is to be edited, examined, and promulgated Information security request of knowledge content How to return to support website and home page of Knowledge Base How to search for and use knowledge How to display knowledge 秘密▲

Entrance to Knowledge Base Entrance ： ZTE Technical Support Website support.zte.com.cn

秘密▲ After entering into ZTE technical support website, please click on “TT Case” in the catalogue. “TT Case” Entrance to Knowledge Base

秘密▲ To log on Knowledge Base ： 1 、 Input your user name, password, and verification code, click on the “login” button, and enter into Knowledge Base. For staff, please input the last eight digits of working number. Please input HR on-line password. No case sensitive. How to log on Knowledge Base

秘密▲ Clicking on the “Submit Knowledge Pack” button on top of Knowledge Base home page, and entering onto the page where knowledge is to be submitted, just as follows: How to submit knowledge

秘密▲ Here is a tip for greater efficiency in the process of knowledge submission: Step One ： Find “Product Search”, and put in related product type to be searched in the input box right after “Product Search” ； Step Two ： Click on the magnifier icon after “Product Search” and the input box, and then searching result will be listed below “Product Search”. Now just select product needed and you will make it. （ Please refer to the picture on next page ） Step Three ： We will find after the second step that the system will automatically show related information on product category ， product subcategory and product type. No manual selection is needed. In addition, field of product type will be automatically generated for title of the knowledge (The field can be modified). Product Search Knowledge No. will be randomly generated for each item of knowledge. How to submit knowledge

秘密▲ Click on the magnifier icon after “Product Search” and the input box, and then searching result will be listed below “Product Search”. Now just select product needed and you will make it. How to submit knowledge

秘密▲ Input the content of knowledge you need in the text box “Problem Description” Standardization of Knowledge Submission

秘密▲ If you need to insert a picture, please click on the button of picture insertion, and “upload” in the dialog box that pops up. Select a local picture that is to be uploaded, click on “open” and then “upload” button, select the picture already uploaded, and click on “insert”.

秘密▲ Set up the open scope of knowledge: for “open to terminal”, we mean individual users; for “external use”, operators; for “internal use”, staff; for “open to partner”, original outsourcing companies. Select the file type “Save” means “temporarily save”. The state will become “waiting to be submitted”, in order to be processed next time. “Submit” means “submit to the data base”. It actually will be submitted to the person who is the next one to process it. How to set up Knowledge Confidentiality property and knowledge category, save and submit knowledge? How to Submit Knowledge

秘密▲ Click on “Related to Me” button, and enter into the operational page. The entrance to operation for all who are entitled to edit, examine, and promulgate knowledge is “Related to Me”. Knowledge to be edited, examined, promulgated, submitted, or has already been promulgated, will be filtered here. Select one item of knowledge to process How to process knowledge that is to be edited, examined, and promulgated?

秘密▲ If you select “do not select”, please give the reason in the suggestion box. The piece of knowledge will then be sent back to the person who submitted it. With permission to edit knowledge, you can determine whether to adopt it or not. If you select “do not select”, please give the reason in the suggestion box. Items with red * are required to be completed. If “adopt” is selected, the suggestion box can be left out. Just click on “submit” button after operation. How to process knowledge that is to be edited, examined, and promulgated?

秘密▲ If you select “disagree”, please give the reason in the suggestion box. The piece of knowledge will then go back to the person who processed it before. With permission to examine knowledge, you can check the content validity. If you select “disagree”, please give the reason in the suggestion box. Items with red * are required to be completed. If “agree” is selected, the suggestion box can be left out. Then just click on “submit” button after operation. How to process knowledge that is to be edited, examined, and promulgated?

秘密▲ If you select “return”, please give the reason in the suggestion box. This piece of knowledge will then go back to the person who just processed it before. With permission to promulgate knowledge, you can examine the object knowledge content is open to and format of knowledge. If you select “return”, please give the reason in the suggestion box. Items with red * are required to be completed. If “issue” is selected, the suggestion box can be left out. Then just click on “submit” button after operation. How to process knowledge that is to be edited, examined, and promulgated?

秘密▲ Information Security Request of Knowledge Content a)All documents should be edited in accordance with information security requirements of the company, and the principle of protecting customers’ information. The following information should not appear in the content of knowledge: customer’s company, name of customer, customer’s private UPT access code, and equipment site; information related with competitors and their equipments; staff-related information; and sensitive information such as core technology of products, patent technology, lower-level data, and business affairs, etc. b)Security level should be set for every piece of document. Different group of users are entitled with different level of authorities to access (or download) the file.

秘密▲ Return to home page of Knowledge Base Return to support website How to return to support website and home page of Knowledge Base?

秘密▲ 1 、 Support full text retrieval. 2 、 Support multiple key words searching. Please disconnect them with “blank space” when you input multiple key words. 3 、 Possess function of memory (It can memorize content searched last time) How to use the searching engine? Searching results are displayed in the same way as Baidu and Google. How to search for and use knowledge?

秘密▲ It has the searching function of tree directory for better locating group of products and corresponding product types. 1 、 Input information of product to be searched. 2 、 Possess function of memory (It can memorize content searched last time). How to use catalogue for searching

秘密▲ Tab Display 知识展现形式用户 可根据个人喜好选 择一页展示或页签 展示 Mode of knowledge display: Users can choose tab display or display on one page according to their likes.

秘密▲ Display on One Page 知识展现形式用户 可根据个人喜好选 择一页展示或页签 展示 Mode of knowledge display: Users can choose tab display or display on one page according to their likes.

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