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Case Study 1: Marvin's Flower Delivery (Broken Links)
Problem: Marvin's website navigation links aren't working in the navbar and footer, preventing customers from navigating the site.
Technical Issue: The HTML code contains placeholder '#' symbols in the href attributes instead of actual page links.
Q1: Diagnose the problem.
Marvin's navigation links aren't working - navbar and footer
Q2: Cause and analysis.
links in html code show placeholder '#'
Q3: Client's point of contact.
Call first - follow up with email.
Q4: Potential solutions and steps.
1. Opened code for site in VS Code Studio
2. Identified Issue was Navbar and Footer links (# used in href)
3. updated the hyperlink path
option a: manually
option b: copy and paste method
4. deployed / tested updated codes
Q5: Email to Marvin (Plan).
Hi Marvin,
Tim here from ICT Solutions. Hope you are well. Just wanted to update you regarding the issue with your website and the navigation links that weren't working.
I have identified the issue and it appears that the html code for your navigation bar and footer do not link to anything.
I anticipate this to be resolved for you within the next 24 hours.
Thank you for reaching out.
-Tim
Q6: Action and escalation procedures (SLA).
If an issue cannot be resolved within the agreed-upon timeframe, the following
escalation procedure will be followed:
• Level 1: Initial support team.
• Level 2: Technical experts or supervisors.
• Level 3: Senior management.
Q7: Activities performed.
-identified the issue with links - placeholder '#' still in href divs.
-fixed issue by updating href from # to correct file path
-updated missing pages to error page
Q8: Resolution Outcome.
yes - pending customer confirmation
mostly - we need to confirm his choice for footer policy and proceedure links (requested documents from customer)
Q9: Future improvement.
-checklist for QA at deployment
-ticket system template
-feedback from customer
Q10: Email to Marvin (Feedback).
Hi Marvin,
Thanks for reaching out to our tech support team.
We believe that your issue is now resolved!
If you have the time we would love to hear your thoughts on how we did - i have included the link to our customer survey.
www.marvinsfeedback.com
thanks again!
Tim
Customer Support Officer
Q11: Adjusted website example.
Update the code with the correct head tag data on all the pages.
Note: This answer requires you to submit actual code/website files. Do not copy this text.
Problem: Katie's website is not appearing in search engine results, and her business name displays incorrectly in the browser tab.
Technical Issue: The HTML <head> section is missing proper title and meta tags for SEO, causing poor search visibility and incorrect browser display.
Q1: Diagnose the problem.
Her website is not appearing in search engine results. Her business name is funny in the browser tab
Q2: Cause and analysis.
The <head> section of the HTML code for this site is incorrect.
Q3: Client's point of contact.
Email as outlined in SLA.
Q4: Potential solutions and steps.
1. Open the website folder in VS code
2. Went to index.html, <head> section.
3. Insert a correct <title> tag and add <meta> tags for SEO
4. Save and test to ensure it displays correctly.
Q5: Email to Katie (Plan).
Hi Katie,
Thanks for reaching out. I've had a look at your website and noticed that the page is missing some important tags that help it show up in search engines and display your business name correctly.
I'll be working on updating the site's coding to add your business name in the tab and improve the information that search engines use. I'll keep you updated with the changes and will test everything before going live.
Let me know if you have any questions!
Kind regards,
Duke the dog.
Q6: Action and escalation procedures (SLA).
ICT Support and Resolution Services will employ best efforts to resolve reported
issues within the following timelines:
• Severity 1 (Critical): [4] hours
• Severity 2 (High): [12] hours
• Severity 3 (Medium): 24 – 48 hours
• Severity 4 (Low): 1 Week
Q7: Activities performed.
I opened the HTML file in Visual Studio Code and checked the <head> section. I found that the <title> tag had symbols instead of a name. I updated it to include "Katie's Film Company" and added meta description and keyword tags to help with search visibility. Then I saved and tested the site.
Q8: Resolution Outcome.
Yes, the issue was resolved. Katie's business name now appears in the browser tab, and her website is starting to show up on Google search results.
Q9: Future improvement.
An improvement could be creating a checklist that includes SEO setup before launching any website. This would ensure clients always have the correct title and meta tags in place, which matches our policy on providing quality and consistent support.
Q10: Email to Katie (Feedback).
Subject: Quick Check-in and Feedback
Hi Katie,
Just following up to see how things are going with your website after the updates. I'd love to hear if everything is working well now and if the issue you had is fully resolved.
If you have any feedback on the support I provided or ideas to improve the process, I'd be happy to hear it.
Thanks again and I hope everything is going smoothly!
Best regards, [Your Name]
Q11: Adjusted website example.
You will need to update HTML file with the correct links in navbar and footer.
Note: This answer requires you to submit actual code/website files. Do not copy this text.