Dezide has its own proprietary concept for developing the knowledge base. The concept builds on the following three central elements that are used for building intelligent troubleshooting guides:
- The root causes is a specific item that is known to be an actual cause of the problem. A cause can be anything from “the device isn’t turned on” to “component X failed on board Y”. The depth of causes will depend on who the intended audience is and what level of detail is needed
- A solution is a specific task known to solve a cause. A solution is any corrective step taken within the troubleshooting process that requires performing an actual task
- Questions identify, remove or clarify causes and play a very integral part in any complex troubleshooting situation. In complex guides that contain a wide range of causes, questions can help zero in on the solution that needs to be performed to solve the problem
Causes, solutions and questions are linked together to form a troubleshooting guide. It is very easy and fast to construct even large troubleshooting guides and the guide building process can be learned in just a few days.