New response interface


Today we are deploying an update the the response tools available on https://winqual.microsoft.com

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1. The life of a response – Although the lifecycle of a response can vary depending on the scenarios below the general goal of a response is to lead to a solution for the problem that was identified by Windows Error Reporting (WER). image

2. Selecting the appropriate response template – we provide templates that provide guidance for the most common scenarios when communicating with customers who have experienced a crash or hang on Windows. Below you will find a description of common scenarios and the corresponding template(s) that support these scenarios.

We have a template based system for choosing messages to show to end-users. The most common templates are shown and support the most common scenarios. If you have another scenario please comment on this blog post and we will review additional scenarios as they arise.

Common Response Scenarios and templates:

Scenario

Template

You no longer support a product – If there is a product no longer supported by your company these templates best communicate this to your customers.

  • Go to website for support info or uninstall [240]
  • Beta software expired [37]

You have more information for your customer or need more information from a customer – Company has additional information for customers like KB articles for advanced users, or survey’s asking for feedback.

  • Link to KB [6582]
  • Send info / feedback – link to co. survey page [230]

You have a specific fix – If you know that an issues is fixed in a future version or specific update these templates best communicate the fix to your customers.

  • Download the solution [217]
  • Use included automatic update tool, link to instr. [92]
  • Install Latest Version – link to co. [74]

Comments (1)

  1. rdeetz says:

    I really like the new preview of the response that is shown on this interface. But, I have a few suggestions:

    – The "system requirements not met" was a template I used most frequently, and I can’t seem to find a new template that matches that.

    – The "we’re working on a fix" template is gone as well. (The "need more information template" is close, but I’d like to tell my customers that we do know exactly the problem.

    – Maybe there is a way to do this, but I can’t figure it out… I’d like to assign the exact same response to multiple events. (System requirements it the most common case.)

    Thanks,

    Roger Deetz