Presenter walkthrough

311 Knowledge Assist: presenter walkthrough

311 Knowledge Assist · Prepared for Boston 311

Back to sign-in

Open the app with ?fresh=1 first so every count below matches.

Primary story: a cited answer, the right case type, and a logged gap

  1. 1On the sign-in page choose Jordan Ellis (Constituent Service Agent) and enter. You land on Assist.
  • Point out the 6 quick questions, the empty question box, My recent questions (7 rows) and the CityScore strip: "Calls answered within 30 s this week: 96.5% (target 95%)".
  1. 1Click Where does a missed mattress collection go in our new CRM?
  • The answer card shows the answer with markers [1] [2] [3], three key points, the Partial: confirm details with caller badge and Time to answer 4.9 s.
  • The File as card: Missed Waste Pick-up · New CRM · Public Works Department (PWD) → PWD Waste Reduction; 3,853 cases since 8/1/25, 84% by phone, 87% on time, median 13.1 h to close; "Replaces Lagan type Missed Trash/Recycling/Yard Waste/Bulk Item (last Lagan case 6/24/26)".
  • A new row tops My recent questions.
  1. 1Click marker [2]. The drawer shows Mattress Recycling · Public Works Department · page updated 8/28/26, the passage with the quoted sentence highlighted, and Open on boston.gov.
  2. 2Close the drawer and click Used on call. The card and the rail row show a "Used on call" chip (reload the page: it stays).
  3. 3Type BFD's on scene at a building fire. Who do I notify? and press Enter.
  • The card says No approved source covers this yet with the gap note only: no answer text, citations or File as card.
  • The banner reads "Logged to Knowledge gaps as GAP-009 · owner Boston 311 Operations". The Knowledge gaps badge in the rail goes from 7 to 8.
  1. 1Switch persona (account menu, bottom left) to Robin Hale. You land on Knowledge gaps: GAP-009 is first, New, asked 1 time, detected by "No approved source".

Secondary story: close the loop

  1. 1As Robin, open GAP-002 "Is rodent activity in the new CRM yet or do I still file it in Lagan?".
  2. 2Click Write team answer, then Demo fill, then Publish. GAP-002 becomes Published, TA-002 appears under Sources → Team answers, and the badge drops by 1.
  3. 3Switch to Jordan Ellis and click the quick question Is rodent activity in the new CRM yet or do I still file it in Lagan?. The card leads with 311 Team Answer (coverage Full) and files it as Rodent Activity · Lagan (still on Lagan) · Inspectional Services.

Also worth showing

  • Evaluation (Sam or Robin): routing 95%, citations 83%, abstentions 4/4, quotes 99%, 3.9 s median. Click a case to open its stored answer.
  • Routing directory: filter Status → Still on Lagan (50 rows); Rodent Activity shows 5,217 cases, last case 10/19/26.
  • Assign the BFD gap: as Sam Whitaker open GAP-009, use Demo fill in the Assign panel (Boston Fire Department, Sam Whitaker, Assigned) and Save.
  • Audit log: every ask, outcome, assignment and publish, under the persona who did it.