Sort by the customer's task

Organise the guide around what the person wants to accomplish: prepare content, understand a sharing journey or resolve an account issue. For each, identify the opening question, the relevant approved reference and the point where specialist support is needed. A long script can make representatives miss the actual problem while trying to reach the next line.

Test the branches in rehearsal

Use fictional enquiries that sound similar but need different responses. Ask the representative to explain why they chose a route. If two branches repeatedly confuse people, revise the guide. Leave space to record an unclassified question rather than forcing every request into an unsuitable answer. The programme should help representatives think consistently, not speak mechanically.

Imagine this

Hypothetical programme scene

Hypothetically, two customers say they need help sharing a brochure. One lacks approved content; the other's existing link opens an old file. The guide helps the representative distinguish preparation support from a content correction instead of delivering the same speech.

Make it practical.

Use this checklist as you read. Checks are not stored.

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