The twenty calls
Most are in the manual. They reach you because the technician could not find them fast enough, and because calling you is easier than searching. Field Triage answers those before they are calls. What reaches you is the residue: genuinely uncovered symptoms, hybrids, safety-adjacent judgements — with the evidence assembled so the call is short.
Getting your knowledge into the documents
Every time you resolve an uncovered symptom, the resolution is captured. When the same one recurs, the agent drafts the bulletin and you approve it. Your expertise becomes a cited document while you are still there to check it.
Where the manual is thin
The escalation report by symptom is the most honest documentation backlog your product line will ever have.