SpotLight Overview

CaseBank's expert troubleshooting software, SpotLight®,  is a decision support system that contains solutions built from field experience events. SpotLight allows the user to quickly recognize known problems and solve new ones. Used in conjunction with OEM/Vendor manuals, SpotLight is a valuable troubleshooting assistant; not another rigid inspection manual which must be followed exactly. SpotLight’s knowledgebase stores real-world solutions for previously encountered problems and allows them to be shared with - and enhanced by - SpotLight users around the globe.

The Value of SpotLight's Approach

Unlike standard search tools that require the user to sort through reams of data, SpotLight takes the lead and asks incisive questions that guide the user to the best information available for fast and effective diagnosis. A SpotLight knowledge base is easy to update, allowing the latest real-world knowledge to be quickly incorporated.

• SpotLight is powered by our patented, diagnostic reasoning engine
• SpotLight has been recognized in independent reviews as one of the most practical and cost effective decision-support tools available.
• SpotLight readily fits into your workflow, capturing and sharing new knowledge when and where needed.
• SpotLight provides management with the benefits of visibility and control.

Ensuring Quality Content

The content of a SpotLight solution is strictly quality controlled. The process of developing new solutions follows a rigorous methodology, and write access to the knowledgebase is restricted to a small group. With this approach, we can ensure that SpotLight’s responses are always reliable, regardless of how many users have access to it.

In the diagram above, The BLUE ARROW called “User Access” represents operators troubleshooting equipment with SpotLight.  As they use SpotLight, new “session” information is captured automatically. Throughout a troubleshooting session, information is accessed and added, without impacting the underlying knowledgebase.

A session is not a new solution.

• Session information maps to a maintenance report.  It contains basic data identifying the equipment, the user, the date, etc - and the troubleshooting steps that are taken during the session. The system captures and stores this raw “session” information separate from the solutions knowledgebase. Sessions are accessible to users in your own organization, but inaccessible to all other users.
• The System Administrator reviews saved sessions. New problems are identified and tracked, awaiting resolution.
• Once the root cause of a new problem has been identified and the problem resolved, a knowledgebase solution developer, in conjunction with subject matter experts, prepares a new solution to add to the knowledgebase.
• When the new solution is complete, and before it becomes part of the knowledgebase and accessible to SpotLight users, it is reviewed and evaluated by
  
  • CaseBank's lead knowledgebase developer
  • one or more subject matter experts, and
  • a representative of the system manufacturer.
• Since only high quality, fully audited and approved solutions make it into the system, the integrity of the knowledgebase remains sound and its contents remain concise and relevant.  

Deployment Options

• The SpotLight WEB server is connected to the Internet. SpotLight is available to authorized users through a standard Internet browser.
• SpotLight STANDALONE provides full functionality, except for communications, with database replication when occasionally connected.
• Your PDA is connected to the Internet through your Telephone service provider.
• SpotLight FLASH can be delivered on CD-only with no installation required - runs off the CD. No data capture, no updates, and no communication.

Contact us to discuss how SpotLight can better support your technicians for improved troubleshooting results and reduced operating costs.