I am looking for a software program to help diagonose problems by prompting my tech support reps to answer questions which ultimately points them to a specific problem to look at.
Example: someone calls in and says they cant access the internet. The tech support rep clicks on internet issues. It then has choices like is the cable plugged in, can the user ping out, etc. When they select one of those options its either points them to a likely solution or keeps narrowing down the answer until it finally gives a solution.