Dunholm Precision / BB-Demo – Training
Callcompleted
Dunholm Precision: documents · 2025-01-24 11:30
Training call on 24 Jan 2025. Jas Dhillon and Nathan Booth tried chat, search and source checking on live data, and found it useful for call preparation. Nightly refresh timing and a helpdesk access request came up.
What was said
What this says
Current to 11 Oct 26Training call on 24 Jan 2025. Jas Dhillon and Nathan Booth tried chat, search and source checking on live data, and found it useful for call preparation. Nightly refresh timing and a helpdesk access request came up.
What happened: Callie Brennan trained Jas Dhillon and Nathan Booth on asking questions, search versus chat, and checking sources. Nathan then covered the admin area and the licence count of forty.
Customer view: Jas found the call summary useful and recalled a customer worry about lead time on a housing. He was reassured that the brain says so when it has nothing.
Watch: one order showed as late that Nathan thought was dispatched. Callie put it down to the nightly export, so the answer is yesterday's picture.
Commercial: Jas asked for helpdesk access, a sign of wider use from a heavy day-to-day user. The call does not show whether the helpdesk is already a connected source.
Themes
Current to 9 Oct 26Theme
User training and admin
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Nathan Booth to sort helpdesk access for Jas Dhillon.
- Callie Brennan to send a written note of the questions tried and where to find each button.
- Callie Brennan to run the next session on pages and saving reusable items.
Risks
Current to 9 Oct 26- Answers reflect the last nightly file, so a dispatched order can still show as late.
- Chat is more likely to go wrong on vague questions, which could dent early trust.
Opportunities
Current to 9 Oct 26- Jas Dhillon wants helpdesk access, which could extend use across more sources.
- Call preparation is a clear daily use case for the sales engineering team.
Transcript
Callie Brennan NoneMorning, both. Can you see my screen? I'll share it in a second. Jas, you're on mute, I think.
Jas Dhillon NoneSorry. Morning. Yeah, can see it now. Nathan's just next to me, we're on the same laptop, if that's all right.
Nathan Booth NoneI'll jump in from my own login in a bit. It's just that my screen's being fixed.- Callie Brennan NoneNo problem at all. So the plan for this session, about an hour and a bit, is: how to ask the brain a question and read the answer, how search differs from chat, and how to check where an answer came from. Then Nathan, last twenty minutes, the admin side.
- Jas Dhillon NoneGreat. What I do all day is get ready for customer calls. So I'd like to see how it helps with that.
- Callie Brennan NonePerfect, let's use that. Pick a customer you spoke to recently. Don't tell me, just type the name into chat.
- Jas Dhillon NoneRight. Okay, I've picked one of the energy customers. Typing it in. What do I ask?
- Callie Brennan NoneAsk it as you'd ask a colleague. What are the open orders for this customer, and is anything late?
- Jas Dhillon NoneIt's come back. A table of orders, and it says three are past their promised date. Is that right?
- Callie Brennan NoneGood question, and the right one to ask. Click the source link underneath the answer. It shows you the rows it used. Does that match what you'd see in the order system?
- Nathan Booth NoneIt does for the ones I can see. There's one it's listed as late which I thought was dispatched.
- Callie Brennan NoneThat could be the nightly export timing. The brain only knows what was in the last file. So if something was dispatched this morning, it won't show until the next refresh. That's worth saying to anyone new, honestly.
- Jas Dhillon NoneRight, so it's yesterday's picture.
- Callie Brennan NoneYesterday's picture, yes. Every answer shows when the data was last refreshed, top right. Have a look.
- Jas Dhillon NoneGot it. Okay, can I ask it what the customer said on our last call?
- Callie Brennan NoneYou can, as long as the call recorder is connected, and yours is, from this week. Try it.
- Jas Dhillon NoneOh, that's good. It's given me three points and the bit of the transcript each came from. They were worried about the lead time on a particular housing. I'd forgotten that.
- Callie Brennan NoneThat's the kind of thing it's good for. Now try the same thing in search instead of chat. Search is for finding the thing. Chat is for asking about it.
- Nathan Booth NoneWhat's the practical difference? When would you go to one over the other?
- Callie Brennan NoneSearch if you know roughly what you're after, a document, a ticket, a call, and you want to open it. Chat if you want a summary across several. Chat also is a bit more likely to go wrong if the question is vague, so be specific. Customer, part, time frame.
- Jas Dhillon NoneWhich customer, which part. Ruth would be pleased.
- Nathan Booth NoneShe says it in every meeting.
- Callie Brennan NoneHa. Well, she's right. Let's try one that crosses sources. Ask: have there been any quality tickets for this customer in the last few months, and were there any related orders?
- Jas Dhillon NoneIt's found one ticket and linked it to an order. It's a dimensional issue on a batch. And a call where they mentioned it.
- Callie Brennan NoneThat's the three systems in one answer, which is the reason you bought it. Take a minute and click through each source and check you agree.
- Nathan Booth NoneThe ticket's right. The order number's right. The call, I'd need Jas to say.
- Jas Dhillon NoneYeah, that's the call. Good.
- Callie Brennan NoneBrilliant. Now I want you to find something it gets wrong, deliberately. Ask about something that's not in there. A customer you've never dealt with.
- Jas Dhillon NoneIt says it can't find anything. Fair enough. I half expected it to make something up.
- Callie Brennan NoneIt's built to say so when it has nothing. If it ever gives you something confident and wrong, tell me or Nathan, and we'll look at the source.
- Nathan Booth NoneRight, admin. Where do I see who's got access?
- Callie Brennan NoneLet me stop sharing and then share again from the admin area. Hold on. There. People tab, down the left. You've got the licence count at the top, forty licensed, and the list below.
- Nathan Booth NoneSo adding someone is just their email and a role.
- Callie Brennan NoneEmail and role, yes. Role decides which sources they see. I'd start everybody as a standard user and keep admin to the two of you. Then if Jas wants to see the helpdesk, you say yes or no.
- Jas Dhillon NoneI do want to see the helpdesk, as it happens.
- Nathan Booth NoneI'll sort it. Leave that with me.
- Callie Brennan NoneLast thing. I'll write today's session up as a short note with the questions we tried and where to find each button. Then next session is more on pages and saving things your team will reuse.
- Callie Brennan NoneThanks, both. Good session. Speak on Monday. Bye.
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