How It Works
1
Users describe the problem in their own words or choose from guided, clickable options.
2
The AI analyzes the symptoms and asks targeted follow-up questions.
3
The system identifies the most likely causes and the matching solutions.
4
Step-by-step guidance to resolve the problem – with visual aids.
When problems occur, every minute counts. The Troubleshooting Guide supports service and sales teams with guided diagnosis and step-by-step resolution flows – reducing downtime, resolving issues faster, and keeping operations running smoothly.
Troubleshooting within Guided Selling
Faster resolution
24/7 availability
Reduced support costs
Guided diagnosis instead of guesswork
Escalation to experts when needed
Seamlessly integrated into Guided Selling
Troubleshooting is a specialized building block within excentos Guided Selling. Where classic purchase advice guides users to the right product, Troubleshooting guides them systematically to the solution for a specific problem – from the first description to the right course of action. Same methodology, different use case.
Add Troubleshooting to Your Solution
Troubleshooting FAQs
What is a Troubleshooting Guide?
A Troubleshooting Guide leads users systematically from the description of a problem to the matching solution – as a specialized use case of Guided Selling.
How does AI-powered problem solving work?
Users describe their problem; targeted follow-up questions narrow the symptoms, and the guided flow determines the most likely cause and shows the matching solution step by step.
Is the Troubleshooting Guide available 24/7?
Yes. Users can access guided problem solving independently at any time, without waiting.
How quickly are problems typically resolved?
Thanks to guided diagnosis, users usually reach a solution far faster than through classic support channels – many cases directly in self-service.
How does Troubleshooting fit into Guided Selling?
Troubleshooting uses the same guided question-and-answer methodology as purchase advice, but applies it to the service case: not the right product, but the right solution for a specific problem.
