Knowledge Base
How to contribute to the support knowledge base from the technician portal — submitting entries, AI enrichment, and best practices.
Overview
The Knowledge Base (KB) is a collection of problem/solution pairs that power the Support Chatbot. When a customer asks the chatbot a question, it searches the KB for matching entries and uses them to provide accurate answers.
As a field technician, you encounter real-world problems and solutions every day. By submitting KB entries from the Tech Portal, you help the chatbot answer similar questions in the future, reducing the number of support calls and tickets.
Why Contribute to the KB
- Reduce repeat calls — If you solve a common issue, adding it to the KB means the chatbot can help the next customer with the same problem.
- Help other technicians — Your solutions become a reference for colleagues facing similar issues.
- Improve customer experience — Customers get instant answers instead of waiting for a callback.
- Build institutional knowledge — Solutions are preserved even when team members change.
Submitting an Entry
From the Tech Portal home screen, use the KB entry form to submit a new entry. You have three options: voice, upload, or text input.
Voice Submission
Voice is the fastest way to submit entries from the field:
- Tap the microphone button to start recording.
- Describe the problem clearly — what was the issue, what symptoms did the customer report.
- Then describe the solution — what you did to fix it, step by step.
- Tap again to stop recording.
- The system transcribes your speech and extracts the problem and solution.
Speak clearly and include specific details like equipment models, error codes, and the exact steps you took.
Text Submission
Switch to text mode if you prefer typing. The form has two fields:
Text Entry Fields
| Field | Required | Description |
|---|---|---|
| Problem | Yes | Describe the problem clearly. Must be at least 10 characters. Include the system type, model, symptoms, and error codes. The better you describe the problem, the better the chatbot can match it to future customer questions. |
| Solution | Yes | Describe the solution step by step. Must be at least 10 characters. Include exactly what you did, settings changed, parts replaced, and the outcome. Be specific enough that another technician could follow your steps. |
Both fields require at least 10 characters. Click Submit when both fields are complete.
AI Enrichment & Preview
After submitting, the AI processes your entry and produces an enriched version:
- Cleans up the text for clarity and grammar.
- Assigns a category (Alarm, CCTV, Access Control, Intercom, General).
- Assigns a subcategory for more specific classification.
- Generates keywords to improve search accuracy.
Enriched Fields
| Field | Description |
|---|---|
| Category | The AI-suggested system category. Verify this is correct. |
| Subcategory | A more specific topic within the category (e.g., "false alarms," "battery replacement"). |
| Problem | The cleaned-up problem description. Check that the meaning is preserved. |
| Solution | The cleaned-up solution. Verify all steps are accurate. |
| Keywords | Suggested search keywords displayed as tags. |
Review the enriched version carefully. Click Confirm & Save if everything looks correct.
Review Process
After you save an entry, it goes to the Review Queue in the admin area. An administrator will review, potentially edit, and then approve or reject the entry. Only approved entries become visible to the chatbot.
This review process ensures that:
- All KB content is accurate and verified.
- Solutions are safe to share with customers.
- Entries are properly categorized and formatted.
Best Practices
- Be specific — Include model numbers, firmware versions, and exact error messages.
- Include steps — Number your solution steps so they're easy to follow.
- One problem per entry — Don't combine multiple issues into one entry.
- Use plain language — Write as if explaining to a homeowner, not a technician.
- Include the outcome — Mention how you verified the fix worked.
- Submit promptly — Enter the KB entry while the details are fresh in your mind.
Examples
Good Example
Problem: DSC PowerSeries 1832 alarm panel shows "System Low Battery" on the keypad and beeps every 10 seconds. The battery is 3 years old.
Solution: 1) Turn off AC power to the panel. 2) Disconnect the old 12V 7Ah battery (red wire first, then black). 3) Connect the new battery (black wire first, then red). 4) Restore AC power. 5) Enter installer code (*8 5555) then press 1 to reset. 6) Exit installer mode with #. The beeping stops and "System Low Battery" clears within a few minutes. If the message persists after 4 hours, the new battery may be defective.
Poor Example
Problem: Panel beeping.
Solution: Changed the battery.
The poor example lacks detail — it doesn't specify which panel, what type of beeping, what battery, or the steps involved. The chatbot can't provide useful help with vague entries.