Write each answer once. Guide every step.
Knowledge Management turns your troubleshooting procedures into guided walkthroughs. Authors keep each article in one place; readers answer one question at a time, in their own language, inside your service portal.
Built for a global banking and retail technology provider and live on OCI since October 2026. Read their story
Try it on a receipt printer.
Answer as a technician would. Each answer opens the next step your team wrote; the map shows where you are, and the record of what you tried builds beside it. Change language mid-run and the step re-sets in place.
Nothing here is generated. Authors write every question and step; OCI Language translates them.
Problem
Customers receive no receipt; the transaction completes.
Authored in English · pick a language to re-set this step
Map and recordNo answers yet
- ProblemNo receipt(you are here)
- QuestionPaper-out light?(not visited)
- StepNew roll(not visited)
- StepCable and restart(not visited)
- QuestionTest receipt OK?(not visited)
- QuestionFaint or blank?(not visited)
- StepClean head(not visited)
- ResolutionClose ticket(not visited)
- EscalationSecond line(not visited)
Troubleshooting flow: Receipt printer not printing
Steps tried:
Each answer is written here as you go.
Every walkthrough is built from four kinds of step.
- Instruction shows an article
- Decision asks one question
- Sub-flow plays a shared procedure
- Ending resolves or escalates
Change the article once. Every flow that shows it follows.
Edit once
An author improves the cleaning instruction in the article itself. All four flows that show it carry the new text.
Translations follow, carefully
Translations of the old text are marked outdated. One nobody touched is translated again on its next view; one an author edited is never overwritten, only flagged for them.
Step 1 of 2
Inside the portal your readers already use.
Search and walkthroughs sit inside your service portal and sign readers in with the portal’s own login, so there is no second one. The problem they type into a ticket becomes the search, and only published content appears.
In the reader’s language
Readers choose from up to 31 languages, the full OCI Language set, and you decide which to offer. A step is translated the first time someone opens it. If translation is unavailable, the original text appears.
A link to the exact step
Every step has its own address. A reader can share where they are with a colleague or the service desk, and they open the same step.
Readers tell you which step to fix.
Feedback arrives with the step the reader was on. Authors start from the exact place it went wrong.
- 01
Rate, and say what went wrong
A reader rates the walkthrough and picks what failed, from a wrong translation to a missing step, with room for a comment.
- 02
Fix it at the step
Each report lands in an inbox for your authors. One click opens the builder on the step the reader was on, not at the top of the flow.
The next reader gets the corrected step.
Bring one procedure you already have.
A document, a spreadsheet or an old decision tree. In thirty minutes we show how it becomes a guided walkthrough: articles kept once, questions your authors write, translated for your readers and embedded in your portal.
Read how a global banking and retail technology provider uses it