Knowledge Base  /  Institutional memory

Every SOP, guide, and manual. Searchable, versioned, in-app.

When a new technician joins, the procedure is one search away. When a senior engineer leaves, the procedures don't walk out the door. Aelita reads the same KB to answer staff questions in plain language.

Document types Real-life scenario
5 document types Section-level search Versioned Role-restricted EN / BG bilingual Aelita semantic search
The problem

Where procedures get lost.

Every ISP accumulates operational knowledge: how to provision a new OLT port, the exact steps for a storno reversal, the vendor's recommended firmware update procedure for a specific ONU model. This knowledge lives in email threads, personal folders, Slack messages, and the heads of senior employees. When a new technician joins, they spend weeks asking the same questions that were answered six months ago. When a senior engineer leaves, critical procedures walk out the door with them.

Worse, procedures change. The cashbox storno workflow that was correct last year now has a new 4-stage approval requirement. The old document is still circulating because nobody updated the shared drive. A support agent follows the outdated procedure, skips the approval step, and creates a compliance issue that takes a week to untangle.

ISPCQ's Knowledge Base puts every SOP, guide, manual, and policy inside the ERP itself, searchable at the section level, versioned so the latest is always on top, and access-controlled so sensitive documents are visible only to the right roles.

Isometric card catalogue with three drawers open showing rows of blank index cards and a lens ring floating above the middle drawer
Versioned procedure · the search finds it, the leaver does not take it
Document types

Five categories of operational knowledge.

Each type serves a distinct purpose. The sidebar tree organizes documents by type so agents find the right category instantly.

01
SOP — Standard Operating Procedure
Step-by-step, numbered, decision-tree-friendly

Step-by-step instructions for recurring operational tasks. SOPs are the backbone of consistent service delivery; they ensure every agent performs a procedure the same way, regardless of experience level.

  • Numbered steps with expected outcomes
  • Decision trees for branching workflows
  • Mandatory review cycle with version tracking
02
Guide — Feature & process guides
Reference docs for ERP modules

Comprehensive documentation for ERP modules and features. Guides explain how a system works, not just how to use it; covering configuration options, edge cases, and troubleshooting.

  • Feature-by-feature documentation
  • Configuration reference with defaults
  • Troubleshooting sections for common issues
03
Manual — Equipment manuals
Hardware, vendor systems, CLI references

Technical reference for hardware and external systems. Manuals cover installation, configuration, maintenance, and fault diagnosis for specific equipment models.

  • Hardware-specific procedures
  • CLI command reference
  • Vendor-supplied documentation in one searchable place
04
Policy — Organisational policy
HR, compliance, code-of-conduct, security

Organisational policies that govern behaviour, compliance, and security. Versioned with effective-date tracking so staff know which version was active when an event happened.

  • Effective-date and acknowledgement tracking
  • Per-role visibility (sensitive policies hidden from general staff)
  • Audit-ready for regulator queries
05
Atlas — Onboarding map
Day-one tour for new staff

Atlas is the onboarding map for new hires. A guided tour of the entire ERP organised by concept (money, network, people, places) so new agents, billing clerks, and technicians learn which module opens for which task.

  • One illustrated guide, end-to-end in a single sitting
  • Role-agnostic; works for every new hire
  • Discoverable from inside the KB on day one
Real-life scenario

The storno workflow changed last quarter. The KB caught it.

The change. Finance ops added a new 4-stage approval to the storno reversal workflow last quarter to comply with a regulator update. The old SOP that was emailed around in 2024 is still in three personal Dropbox folders; nobody can be sure who has the latest copy.

What ISPCQ does. The new SOP is published in the KB on the day it goes live. Old versions are archived, not deleted; the latest is always on top. When a support agent searches for "storno", the current SOP is the first result with a "Updated this quarter" badge. Aelita's KB-search capability also surfaces the same document if a staff member asks her in plain language.

The result. Agents follow the current procedure on day one of the change. Compliance issues from following stale documentation drop to zero. New hires onboarding three months later read the same current document, with no chance of accidentally finding an obsolete copy.