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ServLoreServLore Handbook

Capture expert knowledge

Who can do this:Knowledge managerExpert / verifierOrganisation administrator

Film · 0:51 · narrated, with captions
Transcript
  1. Knowledge capture secures what experienced people know before it leaves the company, with targeted questions.
  2. A campaign gathers the questions for someone retiring, a product being discontinued or a machine nobody documented.
  3. Questions are generated from the gaps in your knowledge, or added by hand, and the progress shows what is still open.
  4. Answer in your own words: what you look for, what you measure, what you do, and why.
  5. The answer becomes an expert note in the knowledge library, ready to be verified like any other knowledge.

Much service knowledge lives only in the heads of experienced people. Knowledge capture secures it with campaigns of targeted questions, before someone retires, a product is discontinued or a team is restructured. Every member except external partners can open it.

Run a campaign

Section titled “Run a campaign”
  1. Open Knowledge capture and choose New campaign.
  2. Give it a Name, a Description of who or what it is about, a Reason, the product family, machine model or component it covers, and a Due date. Choose Create.
  3. Choose Generate questions: ServLore proposes questions from the gaps it finds in your items, components and machine models, and from questions the assistant could not answer. Add your own with Add question.
  4. Assign each question to the person who knows the answer.
  5. Choose Activate. Progress shows how many questions are answered.

Answer a question

Section titled “Answer a question”

Your open questions appear under Questions for you and on the dashboard. Describe what you look for, what you measure, what you do and why, by typing or by voice, and choose Submit. The answer becomes an expert note in the knowledge library, linked to the question’s subject and ready for verification. Answers written without a connection are sent when it returns.

Good to know

Section titled “Good to know”
  • AI also reads each answer for further knowledge items, which arrive as AI extracted.
  • Close campaign ends a campaign; open questions can then no longer be answered.
Section titled “Related”
Answer escalations
Verify knowledge