SpotLight AUTHOR
For CaseBank customers who wish to author their own knowledgebase content, we provide SpotLight AUTHOR. SpotLight AUTHOR is the authoring and knowledgebase management environment used to author all solutions contained in the SpotLight knowledgebase. With built-in version control and tracking of all authored items, SpotLight AUTHOR lets you monitor what has changed, who changed it, and when the changes were made. It further safeguards the quality of your knowledgebase with automated quality assurance checks for all authored solutions.
With SpotLight AUTHOR you can easily...
- create new solutions by following the well-defined lifecycle process with workflow support,
- manage multi-tiered subject breakdowns,
- identify novel experiences and easily convert them to solutions,
- ensure a current, relevant, and evolving knowledgebase.
For more information about SpotLight AUTHOR, contact us today.
Here's an example of how the CaseBank solutions can save time and money. An airliner was ready to take off when a problem was discovered: there was no airflow in the cabin. Although it was obvious that something was wrong, the aircraft's built-in test systems showed everything to be working correctly. The flight had to be canceled while repair technicians investigated the problem. Three hours later, a technician found the source of the fault - a loose pipe fitting in the tail of the aircraft. Once the fault was located, it was repaired in a matter of minutes and the aircraft was released for service.
In the next few months, at that same airline, the same problem occurred three more times on different aircraft at different locations. In each case it was necessary to cancel the flight. None of the technicians assigned to find the problem knew that it had occurred before. If CaseBank solutions had been available, the guided diagnostic troubleshooting would have alerted them to the findings of the technician who solved the original problem, and the last three cancellations could have been avoided, with a significant saving in cost and customer satisfaction for the airline.
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