Unlike an FAQ, clicking on a Troubleshooter issue takes the user through a series of interactive steps to resolve the issue. The Troubleshooter first proposes what Microsoft experts consider to be the easiest and most likely solution. It repeats the process, as needed, with a series of suggestions made in declining order of ease and effectiveness. For those relatively few gamers whose issues aren t resolved by this process, the tool invites them to submit a Web-response question to support professionals at Microsoft. Keeping it Simple to Keep it Effective To create the Troubleshooter, Rosenthal and his colleagues poured through data from Microsoft s Product Support Services group, including direct customer feedback and a review of the most frequently requested Knowledge Base articles, to identify the top issues and their solutions.
Users don t have to worry when they use the Troubleshooter.
On the other hand, we also include shortcuts for expert users, so the Troubleshooter can be an effective tool for the broadest range of people. The Troubleshooter team continually updates the content and organization of the tool to reflect the ongoing updates made to the MSN Gaming Zone itself. The Troubleshooter first appeared in 1999, received several revisions since then, and is due for another update later this year. Because we have a direct line to the Zone developers, we know what changes are in the works, so we can stay ahead of the curve, updating the Troubleshooter before it becomes outdated. The MSN Gaming Zone Troubleshooter isn t the first troubleshooter tool from Microsoft, but in some ways it s the most advanced.