Answer escalations
Who can do this:Expert / verifierKnowledge managerOrganisation administrator
Transcript
- Expert escalations are the questions the assistant could not answer reliably, and the answers a safety rule held back.
- Open one. It shows the question, the machine and why it needs an expert.
- Give your decision, the procedure and the safety conditions.
- The technician sees the answer in the conversation right away.
- Close the escalation, and keep the answer as expert knowledge for the next time the question comes up.
Expert escalations collects the questions that need a person: those a technician passed to an expert and those a safety rule held back. Experts, knowledge managers and administrators see all of them; everyone else sees the ones they asked.
Step by step
Section titled “Step by step”- Open Expert escalations. The number next to it counts the escalations assigned to you.
- Open one. Question shows the question, the machine model and the reason it needs an expert. Open conversation shows the whole conversation, including a held-back draft.
- A knowledge manager or administrator can set the Assignee; the assigned expert is notified.
- Under Expert response, write the decision, the procedure to follow and the safety conditions, and choose Send response. The technician is notified and sees it in the conversation.
- Choose Close escalation. With Capture as expert knowledge ticked, the response is kept as an expert note for the next time the question comes up.