Investigations
Capture, track, and resolve service issues across Cases, Service Requests, and Work Orders using a structured Observations, Root Causes, and Solutions workflow that links findings to the right Installed Product and reuses prior investigation knowledge.
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This feature is currently available as a beta release.
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The Investigations module enables Remote Service Engineers (RSEs) to efficiently identify, document, and resolve service issues across cases, work orders, and service requests. It simplifies capturing observations, problems, and root causes within a structured workflow, reducing manual effort and enabling faster case closures, fewer site visits, and higher first-time fix rates.
In industries where uptime and service quality are critical, such as manufacturing, medical equipment, and utilities, effective case handling is essential. This feature helps address compliance requirements, improves cost efficiency, and supports operational continuity.
Key Capabilities
The Investigations module provides the following capabilities:
• Structured troubleshooting: Capture Observations, identify Root Causes, and apply Solutions in a consistent format
• Cross-transaction continuity: Continue Investigations across related service records without losing context
• Product-aware filtering: Display only relevant Observations, Root Causes, and Solutions based on Product Applicability Rules
• Solution execution support: Link Solutions to Work Plans to provide immediate access to predefined tasks, parts, and instructions, or define and manage required parts when a Work Plan is not available
• Notes and context capture: Add notes to Observations, Root Causes, and Solutions to document findings, decisions, and additional troubleshooting context
• Service history visibility: Maintain a complete and traceable service history for each Installed Product
• Reusable knowledge: Reference previous Investigations to accelerate issue resolution and improve service outcomes
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