TABLE OF CONTENTS

• Important Information
• Common Issues
• Troubleshooting Guides
  • Issue Number One
    • Identifying the issue
    • Troubleshooting
  • Issue Number Two
    • Identifying the issue
    • Troubleshooting
• Frequently Asked Questions
• Quick Setup Guide
• Whats Included in The Box? 

Important Information

• Dot point any information that you think is useful to know about the product like the app they use, 
• Remember this is also an internal document so if there's information around who to ask for help or any additional links for this product you can include them here
• If the product is 

Quick Setup Guide

Common Issues

1. List issues that can be resolved by troubleshooting
2. Name the issues something that can be translated from the info the customer gives us
3. "Not Working" obviously isn't specific enough, but "Not Turning On" is better

Troubleshooting Guides

Issue Number One - Change this to reflect the issue name in the Common Issues

Identifying the issue

What lights flash, sounds the device makes, or behaviour that helps you identify this is the issue

What things do customers say that let you know this is the problem

Before getting started:

Is there any information that is needed before you launch into troubleshooting

If the outcome is a known issue with the resolution being proving the fault and refund/replacement and you're just proving the fault let them know that in the "Before getting started" section on each issue

Troubleshooting

1. Start with the most obvious stuff. e.g. Is the device plugged in?
   1. You can use tab to make a sub-list of steps
   2. e.g. Make sure they're plugged directly into a wall socket with no power board or extension cable
2. Make sure you're using very accessible language that everyone can understand.
   1. That means no overly complicated technical terms
3. Make sure you list every step as YOU would do it. That includes what to do with the ticket
4. If the end of the troubleshooting is a replacement then put that in 

Frequently Asked Questions

• This section is more about questions surrounding the use of the product rather than troubleshooting issues
• E.g. How long does the battery last?
  • 6 or 7 hours

What's Included in The Box?

• Dot point all the things the box contains. 
• Include any pictures you have of the box contents. 
• If you need pictures taken, just let Jack know and he'll organize that for you.

Canned Responses

• List any canned responses relevant to this device here