How to Use the "Suggest a Resolution" Feature
Written by Marcelle Bridi
Updated at July 15th, 2025
Table of Contents
Overview
John Deere's Service AI Assistant is now integrated into ExpertConnect, bringing powerful diagnostic capabilities to the customer support process. This feature helps advisors resolve customer issues faster and more accurately by leveraging AI-generated suggestions based on machine data, service history, and technical documentation.
⚙️Note: The “Suggest a Resolution” feature is currently in beta and available by request. To enable it for your dealership, please complete this form. Once submitted, it will be manually activated for your account. There could be a short delay between form submission and activation.
🔧 How It Works
In an open ExpertConnect ticket:
- The advisor can click the “Suggest a Resolution” button, automatically pulling the machine model and a problem description from the context of the ticket. The advisor can review and edit the question before starting a search.
- The Service AI Assistant analyzes the question and returns a suggested resolution.
- The advisor can add the answer to the Resolution field in the ExpertConnect ticket and reply to the customer.
The image below shows the interface where advisors can edit and search for a resolution.
Same as Service Center: This feature is powered by the same backend AI used in Service Center's “Ask AI” feature.
Demo & Training
Watch this video to see it in action.
Questions?
Reach out to the ExpertConnect support team at expertconnect@johndeere.com.