AT A GLANCE
- Starting point
- Tier-1 technical support
- Connected systems
- 5 core enterprise systems, including Salesforce
- Expansion
- 6 commercial scenarios · 6+ business units
- Knowledge foundation
- 10+ connected knowledge domains
01 / THE FIRST WORKFLOW
From First Response
to Diagnosis.
Customers joined a queue before the team knew their product, symptom, or urgency. Even routine answers required someone to search manuals or consult a specialist.
Zenative uses approved knowledge to identify the issue and guide troubleshooting. Routine requests can be resolved at entry. Complex or uncertain cases reach a specialist with the diagnostic context already collected.
| Before | With Zenative |
|---|---|
| Wait for human triage | Identify the product, symptom, and urgency at entry |
| Search manuals and ask specialists | Retrieve approved guidance in the customer’s context |
| Reconstruct the issue at handoff | Carry the conversation and diagnostic summary forward |
Entry-point coverage measures access to AI assistance. It is distinct from the 75% autonomous resolution rate.
02 / BEYOND THE ANSWER
One Service Journey.
Across Channels.
Web, mobile, event, and portal inquiries share one service journey. Zenative collects product details, symptoms, supporting files, location, and urgency. Tier-2 and field-service teams receive the conversation, likely causes, and proposed next steps.
SERVICE JOURNEY / FLOWMETER FAULT
Understand the Fault
Identify the model and clarify what the customer is seeing.
Guide Troubleshooting
Use approved technical knowledge to propose the next checks.
Update the Service Record
Create or update the Salesforce case.
Bring in Tier-2
Pass the diagnostic summary and full conversation to a specialist.
Coordinate Field Service
Initiate a factory-visit request when an on-site response is needed.
Capture the Resolution
Record the confirmed outcome for the continuing service history.
Salesforce leads and opportunities can be created or updated with the same customer context.
03 / ENTERPRISE ADOPTION
Shared Infrastructure.
Specialized Knowledge.
Valve selection and control-system diagnostics require different knowledge and escalation rules. Each business unit configures its terminology, approved content, workflows, and measurement on shared infrastructure.
| Business unit | Primary use |
|---|---|
| Measurement Solutions | Technical troubleshooting |
| Automation Software | Workflow and configuration |
| Control Systems | Complex diagnostics |
| Valves & Actuation | Specification matching |
| Test & Measurement | Accuracy-sensitive Q&A |
| Power & Utilities | Compliance support |
Central teams manage SSO, access, audit logs, model governance, integrations, and answer traceability. Business teams update knowledge, publish agents, review low-confidence answers, and adjust routing.
Dashboards track adoption, accuracy, topics, case categories, Salesforce impact, and field-service outcomes.
04 / THE EXPANDING VALUE
Six Ways to Apply
the Same Knowledge.
Product and application knowledge now supports six scenarios through shared orchestration, integrations, and governance.
Customer Support
Technical Q&A, troubleshooting, case escalation, and field service.
Pre-sales
Requirement discovery, technical qualification, and opportunity routing.
Marketing
Demand themes, content recommendations, and campaign insight.
Product Recommendations
Application matching, compatibility checks, and accessories.
Conferences & Events
Booth Q&A, visitor qualification, summaries, and follow-up.
Internal Enablement
New-hire training, field guidance, and knowledge access across business units.
05 / APPLY IT TO YOUR BUSINESS
Apply It to
Your Product Line.
Apply the same approach to customer materials and sales tasks with these platform capabilities.
Manage Approved Knowledge
Connect product documents, application evidence, and business rules. Resolve conflicting guidance before it informs an answer or document.
Choose the Task
Start with a Technical Selection or Pre-sales template, or ask your AI assistant, Zennie, to create an agent. Add Skills as needed.
Reuse the Material
Save product briefs, quotation drafts, or follow-up emails in Assets. Pass them into the next task with the customer’s requirements.
Keep Relevant Context
Distill long interaction histories into the knowledge and lessons relevant to the next decision.
This platform example illustrates a related application; it is not the source of the reported results.
Explore the connected platformTHE BIGGER PICTURE
Knowledge That
Stays with the Customer.
The value extends beyond faster answers: approved knowledge stays with each customer through diagnosis, service, and the next commercial conversation.
About these results +
Company-reported results from one deployment. The 75% autonomous resolution rate covers the first three months. Other metrics describe support, routing, expansion, and engagement; their measurement periods and evaluation methods are not specified. Results are not universal performance guarantees.