Glossary
AI Service Engineer
Section titled “AI Service Engineer”The assistant that answers service questions from your organisation’s sources, with the evidence behind every statement.
Capture campaign
Section titled “Capture campaign”A set of targeted questions to experts, to secure knowledge that exists only in their heads. See Knowledge capture.
Component
Section titled “Component”A part of a machine model, such as a pump, sensor or controller. A component can be marked safety-critical.
Contradiction
Section titled “Contradiction”Two knowledge items or documents that say different things about the same thing, such as two ranges for one measurement. See Contradictions.
Escalation
Section titled “Escalation”A question passed to an expert, by the technician or automatically by a safety rule.
Evidence
Section titled “Evidence”The document page or service case a statement of an answer rests on.
Installed asset
Section titled “Installed asset”One machine at a customer, identified by its serial number, with its model, revision and history.
Knowledge health
Section titled “Knowledge health”How complete, verified and current the knowledge base is, measured over time.
Knowledge incident
Section titled “Knowledge incident”A report that an answer was wrong, outdated, for the wrong machine or unsafe, traced back to the knowledge behind it.
Knowledge item
Section titled “Knowledge item”The smallest unit of knowledge: one error code, symptom, cause, measurement, procedure, resolution and so on, tied to the machine models it applies to.
Knowledge readiness
Section titled “Knowledge readiness”The check of the knowledge base for gaps and problems before technicians rely on it.
Machine model
Section titled “Machine model”A type of machine you build, such as MX420, with its revisions.
Modification
Section titled “Modification”A change made to one installed asset that differs from its model, such as a retrofitted part.
Revision
Section titled “Revision”A version of a machine model. Knowledge can apply to all revisions or only to some.
Safety message
Section titled “Safety message”A danger, warning, caution or notice in a procedure, shown word for word.
Service bulletin
Section titled “Service bulletin”A notice from the manufacturer about a known problem and its fix, for certain models, revisions or serial ranges.
Service case
Section titled “Service case”One service job from the first report to the fix, with measurements, findings and outcome.
Terminology
Section titled “Terminology”Your organisation’s terms with their other names and abbreviations, so that “GLRD”, “Wellendichtung” and “Gleitringdichtung” find the same knowledge. See Teach ServLore your terms.