Get what your experienced engineers know into a guide installers can use.
When a question goes past a guide, your team answers it on WhatsApp, Teams, web or email and the exchange is kept. A team member writes that answer into the guide and publishes it.
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EXAMPLE GUIDE · MODEL A
- Answer added by a team memberDraft
- Checked and publishedPublished
The fix your engineers know, written into the guide.
Every support team has one: the usual cause of a fault, and the fix for it, which an experienced engineer knows by heart and the manual does not list. That knowledge lives with the engineer.
Lingo drafts each guide from your manual. When someone who knows the fix writes it in and publishes it, every installer who reaches that point in the guide is sent it, on WhatsApp, Teams, web or email, at any hour.
What happens to an answer, and who does each part.
Lingo and your team
The question reaches your team
When an installer asks for a person, your team is notified by email and replies in the same WhatsApp conversation.
Lingo
The exchange is kept
The question and the reply stay in the conversation record, with the installer’s name and number, the product and the guide used.
Your team
A team member writes it into the guide
They open the guide, add the answer as a new question or a new fix, and publish it. Installers who reach that point are then sent it.
Your team owns every answer in a guide.
- Your team can edit, create, publish and unpublish guides, so what installers are sent is what your engineers have written and approved.
- Every conversation is kept with the installer’s name and number, the product and the guide used. The questions that went past a guide are there to read.
- An answer given once on WhatsApp can be published for every installer who asks after that.
- Name one person to read the record and write the answers in. Each answer they publish becomes part of the guide.
Questions manufacturers ask about knowledge capture
How does an answer from our team get into a guide?
The question and the reply are kept in the conversation record. A team member opens the guide, writes the answer in as a new question or a new fix, and publishes it. Installers who reach that point in the guide are then sent it.
Who can change a published guide?
Your team. They can edit, create, publish and unpublish guides.
Which answers should we write in first?
The ones your team has already given. Every conversation is kept with the product and the guide used, so your team can read which questions went past a guide and start with those.
Related use cases
Use case
Out-of-hours support
Published guides answer at any hour. Your team answers in the hours you set.
More on out-of-hours supportUse case
Fault codes
The manual’s checks for a fault indication, then a handover to your team.
More on fault codesUse case
Commissioning and setup
Your commissioning procedure as ordered questions and steps.
More on commissioning and setup
Further reading
Article
When senior engineers retire: keeping technical knowledge in the business
Read the article
Send us the manual your team gets asked about most.
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