Step-by-Step Guide To Create Troubleshooting Guide (+Template)

Imagine you’re ready for a movie night, but your TV won’t turn on.  You decide to follow the troubleshooting guide on the company website. It walks you through steps to check the power connection, test the remote batteries, and finally fix the turned-off switch on your main power strip. A few minutes later, the TV is on, your problem is solved in minutes, and your movie night is saved. 

Now, imagine giving that same experience to your customers. A Harvard Business Review study shows that 81% of customers want to solve issues on their own before reaching out for help. A user-friendly troubleshooting guide can make that happen. It’s a win-win: faster solutions for customers and fewer calls for your CX team. 

In this blog, we’ll show you how to create a troubleshooting guide that’s both a time-saver for your agents and a problem-solver for your customers. 

What Is a Troubleshooting Guide?  

Troubleshooting is about finding and fixing problems in a system. A troubleshooting guide helps you quickly identify, diagnose, and resolve these issues step by step. 

A troubleshooting guide typically includes: 

• A list of common problems or issues 
• Step-by-step instructions to identify and diagnose the problem 
• Possible causes for each issue 
• Simple, actionable steps to resolve the problem 
• Diagrams to clarify instructions 

How to Create a Troubleshooting Guide?

Step 1: Identify Common User Issues 

The first step is to identify the most common problems your users face. You can do this by analyzing customer support tickets, reading user reviews, and conducting surveys.  

For example, if you’re creating a guide for a smartphone, you might find that many users struggle with battery life, connectivity issues, or app crashes. By identifying these recurring issues, you can ensure your guide addresses the most relevant problems. 

Step 2: Get to Know Your Audience 

Think about who’s going to be using your troubleshooting guide. Ask these questions: 

• Are they beginners, intermediate, or advanced users? 
• Do they understand technical jargon or need simple, clear language? 
• Are they more likely to use digital guides, printable PDFs, or mobile-friendly formats? 
• How quickly do they need to resolve issues? 

The more you know about them, the better you can tailor your guide to their needs. 

For instance, if you’re creating a technical troubleshooting guide, you need to understand if your audience is beginners or advanced users. Beginners might need detailed, step-by-step instructions with lots of diagrams to help them. On the other hand, advanced users are probably looking for quick, straightforward solutions with little detail.  

Step 3: Structure the Guide for Easy Navigation 

A well-organized guide helps users solve problems faster. You can create an easy to navigate guide by: 

• Grouping related issues together to help users find relevant sections quickly 
• Organizing the guide based on the order in which problems might arise and the user’s journey 
• Including a table of contents so that it’s easy to navigate to specific sections 
• Using clear headings to guide users to the right information 

Step 4: Select the Best Format for Your Audience  

The format of your troubleshooting guide determines how accessible and effective it is going to be for your users. Ask these two questions to choose the right format: 

• Where will they access it? Online or print? Choosing the right platform can really influence what works best. 

• What format will be the easiest for them to follow? 
  • Visual step-by-step guides: Perfect for tasks like fixing a Wi-Fi router with clear images showing what to do, with minimal text instructions.  
  • Simple text instructions: Great for easy tasks like changing a printer cartridge or resetting a password.  
  • Video tutorials: Best for complex setups, like installing a smart home system, where seeing each step helps.  
  • Next-best-action workflows: Ideal for CX agents who need a guide to guide them through a series of diagnostic questions, leading them to the best solution based on the customer’s responses, ensuring a fast resolution. 

Step 5: Keep the Language Simple and Direct  

To be truly effective, your guide needs to be easy to understand. Avoid using technical jargon unless your audience is highly technical. Also, use short sentences and bullet points to make the guide easy to scan.  

Step 6: Add Visuals for Clarity  

Visual aids like screenshots, labeled diagrams, or photos can help users understand instructions better.  

For example, if you’re explaining how to remove a paper jammed in a printer, a simple diagram showing the paper tray and where to pull the jammed paper can be helpful.

Step 7: Provide Alternative Solutions  

Sometimes, a problem may have more than one possible solution. Include all the alternative solutions if the first one doesn’t work.  

For example, if a user troubleshoots a smartphone that won’t charge, you might offer solutions like checking the charging cable, trying a different outlet, or resetting the device. This way, if one method fails, the user has other options to try without getting frustrated. 

Step 8: Test the Guide and Get Feedback  

Before finalizing your guide, have it tested by someone who represents your target audience. This could be a colleague, a customer, or a friend.  

For example, if you’ve written a guide for a new app, ask a non-technical person to follow the steps and see if they can resolve a problem without assistance.  

Gather their feedback on the clarity and usability of the guide. Note any areas where they got stuck or confused. 

Step 9: Refine and Share the Guide  

Use the feedback you’ve gathered to revise your guide, making any necessary improvements. Ensure that the guide is error-free.  

Once it’s ready, distribute it across multiple channels where users can easily access it. For example, you might upload it to your company’s website, include it in product packaging, or send it out in a customer newsletter. Make sure it’s easy to find and download. 

Step 10: Keep the Guide Updated  

Regularly review and update the guide to reflect new issues, product updates, or improvements due to user feedback. By keeping the guide up to date, you ensure that it remains a valuable resource for your users. 

Troubleshooting Guide Template

Troubleshooting Guide for the TV  

Issue: [Describe the problem clearly and concisely.] 

The TV is not turning on or displaying a picture 

Symptoms: [List observable symptoms or error messages.] 

• TV does not power on when pressing the power button 
• No picture or sound is coming from the TV 
• The TV screen is black, but the power light is on 
• TV remote is unresponsive 

Possible Causes: [List the possible causes of the problem] 

• TV is not properly plugged in, or the power outlet is faulty 
• Remote batteries are dead or not functioning 
• Input source is incorrect 
• TV settings are causing the issue 
• Hardware failure in the TV 

Step-by-Step Resolution: [List actionable steps to resolve the problem] 

Step 1: Check Power Connection 

Ensure the TV is properly plugged into a working power outlet. Try plugging another device into the same outlet to verify it is working. If using a power strip, ensure it is switched on. 

Step 2: Test the Remote Control 

Replace the batteries in the remote control. If the remote is still unresponsive, try turning on the TV using the power button on the TV itself. 

Step 3: Check the Input Source 

Make sure the TV is set to the correct input source (HDMI, AV, etc.). Use the TV remote or the buttons on the TV to cycle through the input options.  

Step 4: Reset the TV 

Unplug the TV from the power outlet and leave it unplugged for at least 60 seconds. Plug it back in and try turning it on again. This can reset the internal electronics and resolve many issues. 

Step 5: Check the TV Settings 

If the TV turns on but there’s no picture or sound, navigate to the TV’s settings menu and check the picture and sound settings. Ensure that brightness, contrast, and volume are appropriately set. 

Step 6: Check for Hardware Issues 

If the TV still isn’t working, check the TV for any visible damage or loose connections. If possible, connect the TV to a different power outlet or try a different power cord. 

Additional Notes: [Include any extra information or mention any resources for further help] 

• Contact customer support at [0-000-00000] for further assistance if the problem persists. 
• Avoid opening the TV casing yourself, as this may void the warranty or cause further damage. 

Simplify Troubleshooting for Your Team with Knowmax 

Getting started can be a daunting task, but Knowmax can help. Knowmax is an AI-powered knowledge management platform that can help you: 

• Create troubleshooting guides immediately with AI author tools 
• Create dynamic troubleshooting guides like step-by-step visual guides with instructions or next-best-action workflows 
• Create an organized knowledge base for all your troubleshooting guides for easy access 
• Gather user feedback with robust feedback mechanisms