How To Create A Troubleshooting Guide For Your Business will be described in this article. No matter how successful your company is, bad things will inevitably happen at some point. And the majority of the time, it will be a troubleshooting scenario, such as “my app is showing error code 10110.” In such cases, what should you do?
How To Create A Troubleshooting Guide For Your Business
In this article, you can know about How To Create A Troubleshooting here are the details below;
Simple; you’ll have workers to take care of it. However, imagine if they receive more than 100 requests for the same mistake issue. Don’t you believe it puts a great deal of stress and strain on your staff?
So what is the most effective remedy? An excellent troubleshooting manual. I’ll cover what you need to know about troubleshooting guides and how to make your own in this guide.
What Is Troubleshooting?
According to Wikipedia, troubleshooting is a type of problem-solving that is frequently used to fix broken machines or systems or their malfunctioning parts. To further clarify, troubleshooting is a type of problem-solving that aids consumers in self-diagnosing and resolving problems that arise when utilising a product.
“Self-diagnose” is the crucial term that the Wikipedia definition is missing.
Consumers want their issues resolved as soon as possible, and what better way to do this than to tackle the issue on your own without waiting for customer support? Compared to other customer care channels, self-service options were favoured by 39% of the respondents. (People simply enjoy taking care of themselves).
A well-written troubleshooting guide, which is a set of instructions that enumerates common issues and provides answers, can give your company a competitive edge by cutting down on the time and resources needed to resolve problems (since your clients get to handle the solutions themselves) and raising client satisfaction.
Types of approaches to troubleshooting problems
Let’s examine a few typical methods for troubleshooting issues.
The top-down approach
As the name implies, “the top-down approach” starts at the top level and works its way down to the particular problem. Because it enables the troubleshooter to begin with a general overview of the system (essentially to become acquainted with it), this method works best for complicated systems. It then allows the troubleshooter to gradually narrow down the problem.
The bottom-up approach
The “bottom-up approach,” which begins with identifying the specific problem and moves upward to address higher-level issues, is the exact opposite of the “top-down approach.” This methodology is most effective when addressing particular issues since it prioritises the troubleshooter’s attention to the most crucial details.
The divide-and-coquer approach
Recursion is the foundation of the “divide-and-conquer” strategy (this Khan Academy essay explains it well). This method breaks an issue down into a number of related subproblems, solves the subproblems, and then combines the solutions to solve the main problem.
The “divide-and-conquer” strategy consists of three components:
- Recursively break the issue up into smaller subproblems
- Solve the subproblems iteratively to conquer them.
- To solve the main problem, combine the answers to the subproblems.
Divide and conquer is a multi-branched, top-down recursive strategy where you work your way down to the particular issue. View the picture below for a clearer explanation.
The follow-the-path approach
The “follow-the-path” method is frequently applied in network troubleshooting (this Cisco Press article goes into further detail about it). This strategy typically works in conjunction with another troubleshooting technique (such the top-down or bottom-up approach) by following the instructions or data flow to pinpoint the issue.
By using the follow-the-path method, a troubleshooter can determine the source of a problem by observing and comprehending the interactions between various components. Once something is identified, the core cause of the issue can be found using either a top-down or bottom-up strategy.
The move-the-problem approach
The “move-the-problem” strategy is frequently applied when handling environmental or hardware-related problems. The method is relocating the problematic hardware to a different setting so that it can be isolated and examined. You’ve found the issue if the hardware is the cause of the issue. However, if the hardware continues to function as it did without any problems, then another problem exists.
It’s likely that you won’t try the move-the-problem strategy until after previous strategies have failed.
Why is a Troubleshooting Guide Important?
Let me explain what a troubleshooting guide is in more detail before I discuss why having one for your business is essential (you probably missed the brief definition I gave).
One form of IT documentation that enumerates typical issues users may run into when utilising a product and provides fixes for these issues is called a troubleshooting manual. To put it briefly, it collects data on all system problems and looks for signs of them as well as potential solutions.
Without a doubt, troubleshooting instructions are incredibly helpful if your company sells software goods or services. Having a troubleshooting guide will be very helpful for your personnel as well, so their use isn’t limited to users alone. Let’s examine some of the factors that make troubleshooting manuals crucial for internal teams and customer service.
For customer service:
Render best self-service:
Customers can swiftly solve their problems by using self-service options that troubleshooting manuals might offer. When I attempted to log into my Netflix account last week, it displayed the error code “UI-117.” Rather of contacting customer service, I went directly to their help centre and found a troubleshooting guide. I used the guide, and in a matter of minutes, my problems were resolved. I could watch “Wednesday” and felt content and joyful.
A fantastic troubleshooting guide can ease the load on customer support agents and enhance the user experience (I was thrilled with Netflix).
I must admit that I’ve been eyeing Amazon Prime and have been waiting for the perfect opportunity to move from Netflix to Amazon Prime. However, Netflix hasn’t let me down, so I suppose they get to keep me.
Self-service may help your consumers solve problems quickly and effectively, which can increase customer happiness, lower churn, and provide your company a competitive edge.
By providing them with the knowledge they need to respond to consumer concerns promptly and skillfully, troubleshooting guides can increase the productivity of your customer care agents. Additionally, by giving clients simple-to-follow troubleshooting instructions, you can cut down on the amount of times your customer support representatives have to handle the same information, allowing them to assist more customers in less time.
The best strategy to lower churn is to eliminate friction, or anything that impedes a positive customer experience. Enabling your consumers to fix problems wherever they find them without requiring extra steps to contact your customers if they choose not to is one of the finest methods to reduce friction.
For internal teams:
By enabling team members to swiftly and independently handle problems, troubleshooting guidelines can help decrease the need for peer support. This can boost output and cut down on idle time.
Relying only on memory and expertise while troubleshooting is a bad idea because it will take a long time. Clients demand answers, and they want them now. An internal knowledge base with a well-written troubleshooting guide can help internal teams solve problems more rapidly, increasing overall productivity, cutting expenses, and lessening the effect of issues on business operations.
Additionally useful information can be stored in troubleshooting guides for later use, enabling teams to respond swiftly and efficiently to similar problems in the future.
How to create a troubleshooting guide template
If there’s one thing that we’ve learned thus far, it’s that “your business and users need a well-crafted troubleshooting guide.”
Now that we’ve reached the core of the post, let’s get started on creating a template for a troubleshooting guide. Making a list of troubleshooting scenarios is the first step in this easy seven-part approach for building a troubleshooting guide. So without further ado, let’s get started.
Prepare a list of troubleshooting scenarios
An essential first step in writing a successful troubleshooting guide is compiling a list of troubleshooting scenarios. This list ought to be categorised logically and include a wide range of potential issues that customers can run across when utilising your good or service. The following advice can help you compile an extensive list of troubleshooting scenarios:
Determine the most prevalent problems:
Begin by compiling data on the most commonly reported issues pertaining to your good or service. This can be accomplished by looking through customer service records, keeping an eye on social media, or carrying out user studies.
Sort the problems into groups:
After compiling a list of the most prevalent problems, classify them logically. You might include sections for installation problems, performance problems, and error messages in a troubleshooting guide for a software programme, for instance.
Check out our piece on installation guides as well.
Add a range of problems:
Make sure that the list contains a diverse range of difficulties, encompassing both technical and non-technical concerns. Non-technical problems can include things like trouble following instructions or using the product, whereas technical problems can include things like error messages or programme crashes.
Consider things from the perspective of a user:
Consider the user’s viewpoint while compiling the list of troubleshooting scenarios. What kinds of problems can they expect to run into, and what actions will they need to take to fix them?
Determine the root cause of the problems
Most customers are unable to articulate the reasons behind their problems using your product. Your users will comprehend the problem better and be less likely to make the same mistake again if you provide an explanation for each of the issues you outlined (in step one).
Your customer support representatives should ask your users the following questions in order to determine the underlying reason of the scenarios you collected (in step one):
- When did the problem initially arise?
- When did you last take action before the problem arose?
- Did the product ever function properly after this error?
- Does this problem occur on all devices, such as PCs, tablets, and smartphones?
- Have you adjusted any of the product’s settings?
- Is this an issue that you are seeing for the first time?
Assume you run a SaaS business. A customer phones and says, “My app is glitching.” To find the source of the issue, your representative would inquire as follows:
- When did the glitches in the app start? When did you last use the app before it began to malfunction?
- Is this glitching anything you’ve never experienced before?
Determining the exact cause of an issue becomes easier when all the specifics of a circumstance are known.
Establish realistic routes to problems
You must devise a set of inquiries that will enable your staff members to gain a deeper understanding of the problems raised by your clients and guide them towards the next course of action.
In the step #2 example, after the user responds to the questions, the representative may attempt the following actions:
- Has the app been updated recently?
- Have you attempted to remove and reinstall it?
To establish the resolution as soon as possible is the aim of these steps. Hence, it seems sense to begin with simple problems like verifying that the software is up to date and removing and reinstalling the application.
Note: Always start your questions with the ones that have the most obvious answers. If that doesn’t work, you can then move on to more challenging questions in order to get the answer.
You can also incorporate potential user answers into your troubleshooting guide, enabling your customer service professionals to recommend the best course of action for each inquiry. This enables agents to ask clients the most pertinent questions in order to provide quicker and more effective resolutions.
Record easy intructions
The issue and its resolution (from step 3) should now be documented in a troubleshooting section of your knowledge base. It is important to ensure that the given answers, or instructions, are simple to comprehend and follow. The finished product ought to resemble the Slack support centre image below.
A few pointers for writing simple instructions similar to Slack are as follows:
- Divide difficult activities into smaller, more manageable steps.
- Steer clear of technical jargon and speak clearly and concisely.
- Make use of screenshots or pictures to clarify each stage of the procedure.
- Provide case studies or real-world examples to illustrate how the instructions relate to actual situations.
- Before publishing the instructions, test them on a group of individuals to make sure they are clear and easy to follow.
Include visuals
A troubleshooting guide that is effective must have visuals. They can aid in setting the scene, making instructions more clear, and enhancing the reader’s experience with the guide. This is how to successfully incorporate images into your troubleshooting guide.
- To demonstrate each step of the procedure and draw attention to crucial menus, buttons, or other features that users must interact with, use pictures or photographs.
- To give a process overview or to illustrate the relationships between components, use flowcharts or diagrams.
- To show someone how to accomplish a task, use videos. For things that are challenging to describe by writing alone, this can be useful.
Test and iterate it
Making a troubleshooting guide is a continuous process that requires testing and iteration to keep its core intact. The following advice will assist you test and improve your troubleshooting guide:
Assess the guide’s efficacy by testing it with a small group of people, or with your staff. As they work through the tasks with the guidance, ask them to provide comments.
Utilise their input to revise the guide and reevaluate its efficacy. To help you find and address any problems with the guide, keep testing and revising it. Establish a feedback system so that people may voice concerns and recommend changes.
Examples of a well-detailed troubleshooting guide
Depending on the kind of product and target market, several organisations use different templates for troubleshooting guides. You can draw inspiration for your troubleshooting guide from the following samples of troubleshooting guides:
AWS troubleshooting Guide
An significant resource offered by Amazon Web Services (AWS) to assist users in locating and resolving any problems when utilising their services is the AWS troubleshooting guide. Numerous topics are covered in the guide, such as typical network connectivity problems and performance problems.
It also provides best practices and comprehensive instructions for using a variety of AWS services and tools, such as Amazon CloudWatch and AWS Management Console. Links to resources and documentation for troubleshooting particular AWS products (EC2, S3, and RDS) are also included in the guide.
Microsoft Troubleshooting Guide
The Microsoft troubleshooting handbook covers a wide range of topics, including common problems with Windows operating methods, problems with specific Microsoft software such as Office or Exchange, and performance problems with Azure services. It also includes detailed education and best practices for using various Microsoft tools & benefits such as Event Viewer, Resource Monitor, & the Azure portal.
The handbook also contains links to documentation and other help for troubleshooting typical Microsoft products, such as Windows 10, Office 365, and Azure benefits.
Airtable Troubleshooting Guide
Airtable is a cloud-based, flexible database forum that permits users to organize & manage data in various formats & structures. Also check Apps like Albert
Airtable’s troubleshooting handbook covers a wide range of topics, including common problems with data import & export, problems with specific elements such as forms or automation, & performance issues. It also includes precise instructions and most promising practices for using various Airtable tools & features, such as the Import Wizard, the API, & the Airtable Scripting block.
Coclusion
Creating a troubleshooting manual for your business is essential in guaranteeing that your customers and workers can quickly and efficiently determine issues that may appear. By identifying common problems, providing detailed instructions, & including best practices and resources, a troubleshooting guide can help reduce downtime & improve overall productivity.
