Intelligent Troubleshooting: Diagnose, Fix, Learn

Guide support teams through dynamic diagnostic workflows that adapt based on symptoms, automatically execute fixes, and capture resolution patterns.

The Challenge

Support analysts spend 60% of their time on diagnostic grunt work - checking logs, verifying configurations, testing connectivity - before actual troubleshooting begins. Tribal knowledge lives in senior engineers' heads. Resolution approaches vary wildly by analyst.

Old Way

Analyst manually checks logs across multiple tools

Analyst RDPs to server: "Is the service running?"

Manual connectivity tests: ping, traceroute, DNS checks

"What changed recently?" - manual review of change logs

Junior analysts don't know where to start

Try fix #1, wait for feedback, try fix #2...

Knowledge stays in analyst's head or closed tickets

Escalations lack context - senior engineer starts over

Agent auto-collects logs from application, system, network layers and highlights anomalies

Agent verifies service status, dependencies, resource utilization instantly

Agent runs full diagnostics: "DNS correct, firewall blocking port 443"

Agent correlates issue timing with deployments, config changes, patches

Agent applies learned playbooks: "CRM login fails → check SSO → DB connections → app pool"

Agent tests multiple solutions in parallel

Agent captures resolutions, automatically updates playbooks

Complete diagnostic timeline, tests performed, suspected root cause provided

The Difference

Cenna agents handle tedious diagnostics instantly, letting analysts focus on problem-solving. Common issues get resolved autonomously via proven playbooks. Complex problems get escalated with complete context so senior engineers start from insight, not investigation.

The system learns from every resolution - when an engineer discovers an error code indicates certificate issues, Cenna remembers forever.

Business Impact

(01)

Mean time to resolution

55% faster

(02)

Diagnostic time

30 minutes → 3 minutes

(03)

Repeat issues

70% auto-resolved

(04)

First-year analysts

Perform like 3-year veterans

(05)

(06)