Interactive troubleshooting using knowledge Assistants
By Graham McKendry on Mar 12, 2014
Over the past couple years our Support organization has been publishing a number of new types of content in the My Oracle Support (MOS) knowledge base, beyond the standard/static how-to and problem-solution documents. More recently, we've been working on a new type of document - or more specifically a tool - called Assistants.
Assistants are interactive documents that guide the reader through a question tree towards known solutions for specific areas of troubleshooting. Oracle is in the process of creating Assistants across all of the product lines, and the first one we created for AutoVue is for a subject area dear to our hearts:
Here's an example of a particular question tree, which in the case of this Assistant goes 2-3 layers deep before presenting known solutions on the right:
Make sure to check it out, share your feedback, and let us know (via comments in the document or through this blog) what other subject areas you'd like to see for new Assistants!