Interactive Troubleshooting Guides

4.5 / 5
3 reviews

Who Uses This Software?

Enterprises looking to reduce troubleshooting time, fix issues on the first visit, transfer skills faster and reduce training time of new employees to make sure everyone troubleshoots like the best.

Average Ratings

3 Reviews

  • 4.5 / 5

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
  • Pricing Details
    On-premise installations are available for enterprise customers.
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - iOS Native
  • Training
    Live Online
    In Person
  • Support
    Business Hours

Vendor Details

  • Dezide
  • Founded 2001
  • Denmark

About Interactive Troubleshooting Guides

Dezide is a global provider of a technical troubleshooting platform that transforms how companies transfer skills, fix issues on the first visit and reduce training time of new employees. Dezide is self-learning, self-optimizing and based on AI using Bayesian networks. Dezide enables you to provide your field service technicians optimal solution suggestions based on causes, probabilities, actions, time and cost. Results include 55% faster troubleshooting time.

Interactive Troubleshooting Guides Features

  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Interactive Troubleshooting Guides Reviews

Dezide is a major lever in controlling costs in our Assurance and Fulfillment value streams

Aug 18, 2017

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not

Pros: Dezide API is easy to integrate to and provides full usage of the solution. We are using Dezide software to support our users in understanding and following our procedures and troubleshoot. The datacollection and automation possibilities in Dezide is outstanding, and allows us to automate many decisions.

Dezide is strongest when combined with other business rules software like KIE Workbench (DROOLS), but it's very easy to connect Dezide to any data source and create a truly personalized and dynamic experience for the users.

It also allows and invites you to be very creative, i.e. by spawning events in other systems and front-end by using its clever content tags.

Above all, Dezide as a Company is incredibly fast to react to specific requests and always provides examplary support.

Cons: While it's not an issue if you have your own BI solution, the Dezide reporting is not very easy to use and mostly relies on replicating the database and letting other software generate reports, so be ready to support that to drive the full value.

Overall: We have reduced our average fault correction time from 7 days to 3 days using Dezide in connection with other Measurement systems. It also allows us to switch procedures within minutes rather than spending weeks training people to understand the new ways of working.

Innovative tool that succeeds to hide complexity for endusers while allowing a lot of functionality

Aug 23, 2017

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not

Pros: Intelligent software that tracks users input and can adjust and report on it. Also users input can be easily (with minimal effort) given to improve the content of the tool.

The possibility to link the application to other tools (data transfer & API-calls) can be very powerful.

Cons: The content management can improve: not enough support to maintain/control the content e.g. find outdated documents/duplicate pictures is difficult. Multiple languages are nicely supported but making sure all content is translated and up-to-date (in all languages) is tedious.

Overall: Structured knowledge base

Better distribution of known procedures/information

Better customer experience: fixing problems in one time (first time fix)

Liebherr Mining using Dezide Advisor tool

Jan 27, 2015

4 / 5
Ease of Use

5 / 5
Customer Support

Comments: The Dezide Advisor system helped us to :

- Standardize the troubleshooting processes

- Create a knowledge center based on our field service engineers feedbacks

- Propose dynamic guides available worldwide and reachable on several hardwares

Thanks to Dezide Customer service we are also able to customize the product to our needs.