A guided workflow is a sequence of steps, checklists, and decision points that leads someone through a task from start to finish. In field service, guided workflows capture the right diagnostic order, safety checks, and verification points, so the result is consistent no matter who does the work.
Guided workflows are the structure that AI-guided troubleshooting runs on. They can branch based on what the technician reports, like which error code appears or which model variant it is. They can also require evidence and log each step.
The goal is consistency. As Scott Johnson, CEO of Customer Engineering Services, said, "ResolveGrid ensures every tech, in every market, executes at our highest standard."
Administrators build and version workflows, attach them to equipment models, and publish them. The AI Assistant follows them when guiding technicians, and the same workflows can be added to training tasks.
Digital Work Instructions, AI-Guided Troubleshooting, Visual Verification