Support know-how, turned into a living, governed workflow.
Every mapped workflow doubles as onboarding material and a living FAQ.
First ticket, first week
Same issue, 100th time
Same 19 steps
Reviewing the ticket and the feature context
Checking internal telemetry
Gathering evidence from the client
Applying the workaround and monitoring
We protect our customers' data privacy. The visuals on this page are illustrations, not screenshots of customer data.
Steps mapped, including 5 human checkpoints
Phases, documented start to finish
Platforms compared for every workflow
The challenge
It isn't only the new hire. It's every recurring problem support solves the same way, over and over. That know-how lived in one person's head: rebuilt by each new hire, and re-solved on every repeat ticket.
What we did
We mapped a real support workflow end to end, 19 steps across 4 phases: where it branches, where it needs a human decision, and where it runs unattended. The same map is onboarding for a new hire and the procedure for the recurring ticket.
The value
New hires run the documented flow branch by branch instead of shadowing someone for a week. Repeat tickets follow the same steps every time. When the assistant hits a gap, it says so in plain language instead of failing silently.
Nineteen steps, fully documented.
Every phase, decision point, and human checkpoint is visible before anything runs. A teammate covering for someone out sick can pick it up cold.
It catches the gap before the run fails.
The same assistant that maps the workflow checks it before it runs, and explains the fix, not just the error. Try it.
EXPORT_DIR
The script never reads this. It was declared alongside the script, but the code looks for a different name, so anything set here is ignored.
def consolidate(args):
src = args['SOURCE_FOLDER']
files = list_workbooks(src)
return merge_into_master(files)
"Ask the assistant to fix it" isn't a slogan, it's a button. On a new hire's first ticket or the hundredth repeat, Diligent4 names what's wrong and fixes it in place.
Automating the financial month-end close
Publicly traded holding company · $1.5B market cap
month-end close, down from the first days of the month
Governing every process across finance
Publicly traded holding company · $1.5B market cap
saved per year, risk-adjusted