Knowledge base - Documentación de Flexxible

Your organization’s knowledge base (KB) brings to Flexxible Solve, also called FlexxSolve, what is specific to your company: its procedures and particulars. It complements Flexxible’s experience and helps improve self-resolution capability.

What the knowledge base provides

Solve combines two sources of knowledge:

Flexxible’s knowledge, based on 18 years of workplace experience.
Your organization’s knowledge, collected in its knowledge base: the procedures and particulars specific to your company.

How it relates to diagnosis and remediation

Assist Autonomous investigates the issue using the device and session context, Flexxible’s DEX data, and the company’s knowledge base. Its agentic repairs use that context to decide on and run resolution actions within defined limits. The knowledge base provides information. To review how each category is handled, the exclusions, and the approvals, see Control and governance.

A living knowledge base

It’s a living knowledge base: it takes into account which articles are used and how they’re maintained, updated, or retired when they become obsolete. To keep it useful, we recommend that you:

Periodically review the articles for the most common procedures.
Update an article as soon as the procedure it describes changes.
Retire articles that no longer apply, instead of leaving them alongside newer versions.

What makes an article useful

These writing practices make an article easier to apply:

Practice	Why it helps
One problem per article	Avoids mixing procedures that apply in different situations.
Symptoms described as an employee would see them	Makes it easier to match the article with the real issue.
Explicit scope and requirements	Makes clear which devices, applications, or locations it applies to.
Ordered steps and expected result	Lets you check whether the procedure worked.
When to escalate	Indicates at what point the procedure should continue with the Service Desk.
Owner and review date	Makes it easier to keep the content up to date.
No contradictions or duplicates	Prevents different instructions for the same problem from coexisting.

Don’t include passwords, keys, or personal data in articles.

Next steps

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​What the knowledge base provides

​How it relates to diagnosis and remediation

​A living knowledge base

​What makes an article useful

​Next steps

What the knowledge base provides

How it relates to diagnosis and remediation

A living knowledge base

What makes an article useful

Next steps