Guided Troubleshooting with Yes/No Questions
💡 Requires SF package update V120.
To support a seamless transition to Aquant AI while improving troubleshooting accuracy and reducing unnecessary part replacements. The Troubleshooting Assistant can now be configured to use a structured Yes/No question flow, requiring users to complete the investigation before solutions are presented. When enabled, users will no longer select symptoms from a list. This ensures a complete investigation before presenting solutions.
AI Enhancements:
- Skip or delete questions as needed.
- Supports decision trees and expert sequences.
💡 Reach out to your CSM to enable this feature.
Dynamic troubleshooting experience based on the first symptom
No SF package update required.
Dynamic troubleshooting experience based on the first observation, either Yes/No questions or symptom selection bubbles.
Details
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Yes/No questions appear when a decision tree exists and only one observation is detected.
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Symptom selection appears when no decision tree is assigned to the first observation.
This change is automatically applied if "Dynamic flow" is your current org setting.
Part replacement insights for hard solutions
No SF package update required.
Provide users with deeper case understanding by displaying hard solution insights from Service Insights when asset ID and related data are available.
Must have Service Insights data to utilize.
Sliding panels between troubleshooting sections
No SF package update required.
New sliding, dynamic display to separate symptom input (Y/N or selection) from solutions, heatmap, and similar cases tabs.
Quick navigation between Aquant AI elements
No SF package update required.
Quick navigation buttons now appear on the left side of the screen, right between Aquant AI content and the side panel. These buttons take users directly to key sections like troubleshooting or knowledge.
Updated terminology in the UI
No SF package update required.
- Aligned all observations to be now called "Symptoms" in the Aquant AI UI.
- In the troubleshooting assistant we've updated the "Sources" title to "Additional information".
- More minor terminology updates.
Additional enhancements
Bug fix | V120 | Resolved the issue that occasionally prevented the chat history from exporting.
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