Resolve Overview

Pulse AI Resolve is an on-device self-service hub that allows your employees to fix their IT issues without having to open a support ticket. It has two main use cases:

• Employee self-service. An employee describes a problem in the chat interface on their device. Resolve either provides information to the user in a conversation, or starts an investigation to fix the issue, without a ticket ever reaching your team.

• Administrator-initiated investigation. A ControlUp user manually starts an investigation on a device and describes the problem. Resolve investigates and fixes the problem.

Investigation levels

Level 1 - Pattern-based investigations
Investigations start off by checking if the reported issue matches a previously recognized and approved Pattern in your organization. A Pattern is a learned sequence of actions that can be used to fix a specific issue. If the issue reported by the user matches one of your Patterns, Resolve follows the steps outlined in the Pattern to fix the issue.

This is the most efficient investigation type, and is best for handling commonly encountered issues. It also has the lowest risk because only approved Patterns are allowed to run.

Level 2 - Actions-based investigations
If no matching Patterns are found for the issue, Resolve creates a new diagnostic and mitigation plan using only the actions that are included in your action library.

This investigation type carries a medium risk because the actions can be put together in any order to diagnose and fix the issue. However, risk is limited because you can review the actions in your action library to ensure that all individual actions are safe to perform.

Level 3 - Open-ended investigations
If none of the available Patterns or Actions can be used to fix the issue, Resolve uses AI to develop a new plan to diagnose and fix the issue, including creating new actions.

This investigation type carries the highest risk because a unique solution is created each time.

Level 4 - Escalate to a human administrator
If Resolve tries but can't fix the problem, the investigation stops and it is flagged as needing attention from an admin. A user can also request to escalate their issue to a human administrator.

Getting started

1. Before deploying anything, decide on an autonomy level and configure Resolve's settings accordingly. These settings control how Resolve is allowed to act in your environment, human-in-the-loop requirements, and escalation controls.
2. Deploy Resolve to a set of devices.
3. Integrate Resolve with other systems:
   • Add MCP connectors to let Resolve run actions from other systems.
   • Add knowledge base connectors to let Resolve get information from your coroporate internal knowledge base.
   • Configure notifications and webhooks so your team gets notified about important events, such as when an investigation has been escalated to a human or required a human to approve an action.

As you start using Resolve, you'll want to maintain your Patterns and Actions library to ensure that Resolve runs effeciently in your environment. Read Patterns and Actions Library to learn more.