Ask an expert
Who can do this:Every role
Transcript
- When the knowledge holds no reliable answer, ServLore says so instead of guessing.
- Here the question is about a conveyor that is not part of the documented installed base.
- So the answer offers to pass the question to an expert.
- Say why it needs an expert, and send it.
- The question now waits in the experts' queue. Their answer will appear right here in the conversation.
- Questions that touch safety-critical parts are escalated automatically: the assistant's draft is held back until an expert has decided.
- Here the expert's decision arrived and is shown above the held-back draft.
ServLore would rather say “I don’t know” than guess. When the sources do not answer a question, the answer is marked Insufficient evidence and offers to pass the question to an expert of your organisation.
Step by step
Section titled “Step by step”- Under an answer marked Insufficient evidence, choose Escalate to expert.
- Say in a sentence why it needs an expert, for example which machine and what is missing, and choose Escalate.
- The conversation shows the escalation number and its status. Experts are notified and one of them takes the question.
- When the expert answers, the answer appears in the conversation and you are notified.
Automatic escalation
Section titled “Automatic escalation”Some questions never get an unchecked answer. When a rule of your organisation fires, the assistant’s draft is held back, the answer says Expert review recommended and an escalation is opened for you. The rules are set under Organisation settings:
- the question concerns a safety-critical machine, component or knowledge item and the evidence is not officially approved;
- the cited knowledge contradicts itself;
- safety-relevant knowledge lacks an approved document;
- the installed asset has modifications nobody documented knowledge for;
- the machine context is uncertain;
- a technician flagged a previous answer of the conversation as unsafe.