User: I need a new ssd to expand the storage on my laptop
C: Sure, for that laptop you need to submit an M.2 installation ticket.
User: No I need an ssd.
C: Yes sir, that is an ssd, it’s just the form factor. Go to [company’s internal website] and submit a request for an M.2 ssd installation.
User: They have 2 models to pick from, which do I choose?
C: The M.2.
User: …Is that an ssd?
C: …Let me just show you.
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Maybe you guys can make the form to make it more specific. Something like
(m.2) SSD.