This article explains how troubleshooting is configured in FexaAI and how knowledge base documents are used to guide the troubleshooting experience.
Overview
Troubleshooting in FexaAI is an optional phase during work order creation where the AI asks follow-up questions to gather more detail about an issue. It is configured per category and powered by a knowledge base of troubleshooting documents.
The troubleshooting phase:
Produces higher-quality work order descriptions
Helps vendors arrive prepared with context on what has already been tried
Can identify issues that can be resolved without dispatch (call avoidance)
Improves first-time fix rates
How Troubleshooting is Configured
Troubleshooting can be turned on or off for each work order category. This is configured during onboarding and can be adjusted afterward by working with your Customer Success Manager.
Category Setting | Behavior |
|---|---|
Troubleshooting On | FexaAI asks follow-up questions after gathering core work order details |
Troubleshooting Off | FexaAI captures the issue and creates the work order without additional questions |
When to Turn Off Troubleshooting
Some categories may not benefit from troubleshooting, such as:
Mission-critical or emergency categories (e.g., flooding, fire damage) where speed is the priority
Simple request categories (e.g., signage requests) that do not require diagnosis
Categories where additional questions would not add value
Keep in mind that turning off troubleshooting will reduce the detail on the work order. For most categories, leaving troubleshooting on is recommended.
Knowledge Base Architecture
FexaAI uses two types of troubleshooting knowledge:
1. Global Knowledge Base
Fexa provides a set of generic troubleshooting documents that cover common trades and categories. These documents are used by default when a customer does not provide their own.
The global knowledge base covers common facility issues and provides a good baseline troubleshooting experience.
2. Customer-Specific Knowledge Base
Customers can provide their own troubleshooting documents tailored to their specific operations, equipment, and processes. When customer-specific documents are provided:
FexaAI uses only the customer's documents for that category
It does not fall back to the global knowledge base
The troubleshooting questions are tailored to the customer's specific environment
How Knowledge Base Documents Are Used
Documents are stored in a secure, partitioned knowledge base
FexaAI retrieves relevant documents based on the work order category
The AI generates troubleshooting questions based on the document content
Documents can cover specific trades, sub-categories, or general processes
Required Attachments by Category
In addition to troubleshooting, administrators can configure whether photos, documents, or both are required for specific categories.
Requirement | Effect |
|---|---|
Require Photo | Users must upload at least one photo before the work order can be submitted |
Require Document | Users must upload at least one document before the work order can be submitted |
Both | Users must upload both a photo and a document |
Neither | Attachments are optional |
These requirements are set per category during onboarding or configuration updates.
Why Require Attachments
Photos help vendors understand the issue before arriving on-site
Documents (such as equipment manuals or specifications) provide technical context
Required attachments reduce follow-up requests from Facilities teams
Better documentation leads to higher first-time fix rates
Custom Troubleshooting Instructions
Beyond standard troubleshooting documents, your organization can provide custom instructions that FexaAI uses during conversations. Examples include:
"Always ask for the serial number for forklifts"
"Check behind drawers for product before reporting a missing drawer"
"Confirm the circuit breaker has been checked before reporting a power outage"
These instructions can be:
Applied to all categories or specific trades
Provided during onboarding or added later
Updated as your processes change
To add or update custom instructions, work with your Customer Success Manager.
Making Changes to Troubleshooting Configuration
To update your troubleshooting setup:
Identify what needs to change — Which categories need troubleshooting turned on/off? Which need new or updated documents?
Contact your Customer Success Manager — They coordinate with Product and Engineering to make the changes
Provide updated documents if applicable — If you have new troubleshooting procedures or custom instructions
Allow time for configuration and testing — Changes are typically implemented and tested before going live
Changes to troubleshooting configuration do not affect existing work orders — they only apply to future conversations.