This project was developed to help front-line customer service agents troubleshoot user issues efficiently.

Role

• Instructional Designer

Authoring Tool

• Articulate Rise

Learning Objectives

• Describe each step of the basic troubleshooting process.
• Name one key troubleshooting skill and put it into practice.
• Discuss three possible ways to isolate an issue.
• Identify four things you can do to reduce user effort during troubleshooting.
• Identify available knowledge resources.