I would like to use the ticket deflector to walk a customer or support agent through several troubleshooting steps. Each step has instructions (Simple Answer in doc360) for completion. If Step 1 works (The issue is solved). If step 1 doesn't work, move to step 2 with another simple answer.

For instance a troubleshooting question would be, Why is my computer offline.

Step 1 might be, Restart you computer. The answer would contain the steps for restarting the computer. The user would then follow the steps and then specify whether the issue is solved. If not, they would be directed to step 2: Restart your modem. Then step 3 etc.