Create Troubleshooting Guides
Create guides that break down complex procedures and turn them into simple, easy-to-follow instructions
How much time do your most knowledgeable employees spend resolving issues? What if you could replicate their process so that all of your employees could troubleshoot the same problems without overburdening the experts?
By creating troubleshooting guides, you can increase the productivity in your organization and reduce the burnout of your most experienced people.
When you systematize your troubleshooting guides, you help all employees troubleshoot complex situations, even if they have less experience.
Create expert guides with questions
Provide step-by-step guidance
Analyze employee performance
Iterate and improve
Your smartest people often have to troubleshoot your stickiest problems. By creating troubleshooting guides, you can capture how your experts think through those complicated problems.
Instead of detailed explanations, guide employees by asking simple questions. As employees answer questions in the guides, they will be directed to the right solutions.
After your questions have narrowed down the problem, you can provide step-by-step guidance to walk your employees through the solution. By focusing on one step at a time, even complex procedures can be simplified.
You can even ask follow up questions in the article to further clarify the solution.
Use the built-in analytics to gain important insights that help you improve your guides.
Which guides are your employees using? Are they completing them?
Your employees can leave comments in the guides to help you improve the effectiveness of your troubleshooting guides.
As you get feedback from your employees, it is very simple to iterate over and improve your troubleshooting guides. Experiment with different questions or change the order you ask your questions.
Each time you save a new version your old versions are saved as well, making it easy to experiment with a new approach and revert back if you find that your old version was more effective.
Not ready to talk to someone? No problem. Explore our pre-recorded demo videos to see the ScreenSteps knowledge base in action.
"We're reaping the benefits since day one. We've improved our training regiment almost ten-fold from what it was before (at least it feels like it!) I do not want to go back to what it was before we found ScreenSteps."
"Our IT department is trying to promote the option of having 0 level of support so the end user can get help at 2 o’clock in the morning, and not have to go on campus to get help. ScreenSteps is helping us get there."
"In our old system, not being able to find how-to guides was slowing down productivity. But with ScreenSteps, we've been able to bring everything into one place and make it easier for end users to find. We also use our quick-reference guides for training exercises."
Gretchen Fulmer | Instructional Designer | WA State Board for Community and Technical Colleges
With "dummy proof" troubleshooting guides, you can train employees in less time and help them help your customers. Talk to a specialist to see if ScreenSteps is a good fit for your team.