Forum Discussion
[Day 1] Mobile Devices With a Sixth Sense: What Android Can Learn From Detection Dogs
Proactivity and anticipation are very useful skills, indeed Moombas, Michel !
Not everybody has those skills, unfortunately 😬
Do you have any tips on how to proactively detect issues before they become a bigger problem? Is there a specific logic you follow or do you play it by ear (or is it by nose)?
There's no "one way" to handle it in my opinion.
But it's a lot of monitoring and keeping eyes and ears open especially to the users.
Like: Noticing devices running into full RAM because they never reboot and (especially on older Android OS versions) maybe it's worth to reboot them pro actively instead of letting them run into an issue because of this.
Also to be open minded/flexible is important, so not staying in "this solution is the one and only one".
I see, I see!
Do you prefer to detect issues via the data you can access or via the end users themselves?
I'm guessing data is more objective and reliable 🤔
I prefer it myself but the larger or wider spread the devices are in use and the more different use cases you have, the harder it is to get this noticed.
But if a user reports a problem and you investigate it, always have in mind, this could affect others as well. So, not investigating for this single user but think in a larger scale.
And if it turns out the issue, the user reports could hit other users as well, think about if we could prevent this and if yes, do so if the effort is worth the possible impact.
So, you always rely on the endusers but often also on other support staff noticiing and highlighting things. And sometimes you detect some yourself when have a run through the current setup, especially if you updated the MDM and get new/improved functionalities.
Like Moombas said, there is no one way to do this. I think proactive means partly being data driven and take manual action based on that data. But I think we should aim higher, with AI everywhere we should be able to let devices handle issues themselves, without us or end users involvement.
Windows and Intune have something similar with Remediations (Use Remediations to Detect and Fix Support Issues - Microsoft Intune | Microsoft Learn) but we should aim higher as I said.
