Does "Dylan" work properly?

[Rocko]

`When you create a case, "Dylan" is supposed to search for problems matching your description first.

Please check if this works properly, because when I create a case for "Thingworx Platform", Dylan gives me Document - CS198580 about Ghost Entities as a first hit in 95% of the cases.

I just tried it again with a problem description of "user is unable to export to excel", and I can't imagine this is the best hit in the database. Maybe something is off with the indexing?

Thanks!

[BenLoosli]

I have never received a first answer from "Dylan" that I considered as a valid answer.

Usually 98% of the time, I end up opening a case with PTC support.

I know how to avoid my question going to the community. ☺

In rare cases, I may go back and ask the same question in the community as the answers are usually faster, and sometimes better, than the ones from tech support.

[Rocko]

I rarely look at the suggestion because I did my research on support portal before reporting, and for me that's fine.

But if the goal of Dylan is to avoid people creating cases by pointing them at existing articles, I think it could do a better job...

[Jean-Christophe · Accepted solution]

Hi @Rocko and @BenLoosli ,

Thank you for your feedback regarding Dylan. We have indeed noticed that its relevency has eroded over the years and we are currently in the process of replacing it with a different engine.

The new engine is currently available when you open a case for Creo and is currenty under pilot for Windchill. We observe that the relevency is now much better and we are able to suggest the resolution article to a fair amount of customers who intend to open a case. If this works well, we will extend this to other products.

Of course, your mileage may vary based on the accuracy of your case description and the nature of your demand.

I hope this was useful information.

[Rocko]

Hi Jean-Christophe,

any updates on the rollout? For ThingWorx, it's still the same static results...

[VladimirN]

@Jean-Christophe 

[Jean-Christophe]

Hi @Rocko,

Here is where we stand with the deployment of this new suggested solutions engine :

• live for Creo, MathCAD and Vuforia
• live for 30% of Windchill customers, and scheduled to be deployed to all Windchill customers in upcoming months
• in discussion for ThingWorx, without any defined go-live date at the moment

PS : thank you @VladimirN for the heads-up

[Rocko]

Thanks @Jean-Christophe, I hoped there was progress for Thingworx.