Thread Tools
Thread Tools are for the expert supporting a customer or a technician in the field. They help that expert do the job faster.
Analyze photo
You can analyze any screenshot or image posted to a Help Thread. The tool extracts details such as the model number and the serial number. If you connect your Knowledge repositories, it searches them at once for documents that match what the image shows.
Analyze document
You can analyze any document attached to a Help Thread and get a summary of it. In a document such as a manual, you can then find the procedures, parts, and specifications you need—all right in the Document Analysis card in the Help Thread.
Summarize thread
The tool reads the Help Thread for the problem and the fix. When the thread contains enough detail, it proposes values for custom fields you have defined, such as equipment model, root cause, and resolution type.
Summarize transcript
From a call transcript, you get the topics that came up, what people said, and what should happen next. You can also download the raw transcript.
Thread Insights
When a Help Thread closes, Help Lightning records the symptom, the steps that were tried, and the fix that worked. You can review and approve that Insight so your team can reuse it for a similar problem. This automatically feeds into any AI-powered Thread Tool, such as Analyze photo, which then finds relevant resources.
Generate procedure
You get a first draft of a Procedure from a PDF you already have, or you start from scratch and the tool writes the draft. You edit the Procedure and publish it in your Help Lightning procedure library so your team can use it.
Self-help
Technicians can use Help Threads to try to resolve problems on their own. The tool uses your Knowledge repositories and Thread Insights to guide them. If a technician cannot resolve the problem, Help Lightning finds an expert, brings that expert into the Help Thread, and hands over the situation with an up-to-date summary.
Help Thread Translations
You can translate the messages, assistance text, summaries, attached documents, and Procedures in a Help Thread. The Translator recognizes the source language and translates them into the target language you prefer. You can choose a different target language for each Help Thread, and Help Lightning remembers that choice.