How do I submit user suggestions in the Service Guide?

What are user suggestions?

User suggestions allow service technicians to capture valuable knowledge directly while working on a real service case.

During troubleshooting, users can suggest:

• New symptoms that are not yet available in the heatmap

• New causes if no suitable cause exists for the current fault

All suggestions are submitted from the field and reviewed later by editors or administrators.

How do I suggest a new symptom?

1. Start troubleshooting a machine in the Service Guide

2. Scroll to the suggested symptoms at the bottom of the screen

3. Select Suggest new symptom

4. Enter a title and a description

5. Optionally upload an image

6. Submit the suggestion

The suggestion is sent directly for review.

How do I suggest a new cause?

New causes are suggested after troubleshooting is completed.

1. Complete the troubleshooting process

2. Select Select another cause

3. Choose one of the following options:

   • Select an existing cause, or

   • Create a new cause

4. If you create a new cause:

   • Enter a title

   • Enter a description

   • Optionally upload an image

5. Submit the suggestion

The suggestion is sent directly for review.

What happens after I submit a suggestion?

After submission:

• The suggestion is stored as user feedback from the field

• Editors or administrators review the suggestion in the Knowledge Hub

• The suggestion may be accepted, edited, or rejected

No changes are applied automatically.

Important notes

• User suggestions do not immediately change the heatmap

• Clear titles and descriptions improve review quality

• Images help reviewers better understand the issue

FAQ

Can I submit more than one suggestion in a service case?
Yes. You can submit multiple symptoms or causes if needed.

Will my suggestion be applied immediately?
No. All suggestions require manual review.