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Tips and Tricks

Tips and Tricks for using CrushBank

BASICS & BEST PRACTICES

  • Natural Language Processing (NLP) – The home screen does NOT use key word search. It uses concepts (subjects, objects and verbs) and makes decisions and inferences just like you do. You can do targeted search (specific words or phrases) but the more information in the NLP field, the better. If you find that your initial search was too broad, add a more complete sentence to give CrushBank a better chance to succeed. (i.e.- add the company name, a user or an application to the sentence)

  • Filters- The company filter eliminates all data from the search that is not tied directly to a company. This is a good second step should you find too much data from other companies in the results.

  • Training- CrushBank learns organically from everything you do. Cognitive search works day one. Machine learning and document re-ranking is a function of total use over time; the more searches by all your employees, the better the results over time.

  • Shortcuts and Abbreviations- The NLP field will allow for shortcuts nicknames and abbreviations. The system has already learned a great deal of shortcuts and nicknames for your clients, and will improve over time.

  • Refresh Rate- Systems are updated regularly. All data should be captured in CrushBank the same day as it is entered in the system of Record (but not momentarily)

  • Searching vs Lookup- CrushBank is an obvious choice when you don’t know where to start. But even if you do (just looking something up) it’s helpful to go through CrushBank. The next person who does a similar search will benefit from you. (and you'll likewise benefit from others leveraging CrushBank for things they know that you don’t)

  • Supported Browsers- Chrome, Edge, Safari, Firefox

  • Under which icon do I find my Information? (examples)
    • Configs– PSA/ Doc Mgmt. System
    • Documents– PSA/ Doc Mgmt. System
    • Tickets - PSA
    • CRM- PSA/ Doc Mgmt. System
    • Stack Exchange – Stack Exchange
    • IT Pubs- Microsoft Docs (limited)

PSA Examples: ConnectWise, Kaseya, ServiceNow, AutoTask

Doc Mgmt. System Examples: ITGlue, Confluence, SharePoint

Search Examples: 

  1. Basic Knowledge session (generic inquiry)
 Step           Description          Value                  Comment
    1 Enter your question in the NLP field How do I set up a vpn in a meraki firewall Ideally, ask in the form of a question.
    2  Select Select results Top 25 returned in order of AI confidence. If it comes back 10th out of 5 Million that’s good. It then learns over time.
    3 Rank result Was this helpful? Y/N

Specifically rank the very strong or very weak.

 2.Advanced session- SSL Certificate expiration

 Step

         Description

                     Value

Comment

   1 Enter your question in the NLP field When does the SSL certificate expire? NLP uses “concepts” (objects, subjects and verbs). The more included the better.
   2 Refine On the left side of the screen enter in the company name This allows KBAs related but not connected to a customer to be prioritized. (shortcut- just add a client name to the existing NLP search. It starts a new query)
   3 Filter Client: "Pied Piper" Downstream filters suppress results not connected to that customer. Complete this field last if necessary.
   4 Select & Rank Result   Same as Generic session