Module 1: Decision Trees & Reference

Nine troubleshooting decision trees and seven reference pages. Twenty printable pages for the calls that actually come in.

Each tree asks one question you can answer in under a minute, tells you what to do when the answer is yes, and drops to the next question when it is no. Every tree ends the same way: the exact details to hand over when you escalate, so the next person does not start from nothing.

The nine trees: no network connection on a wired machine, connected but no internet, can't sign in, Outlook won't send or receive, VPN won't connect, Wi-Fi keeps dropping, printer offline, computer is slow, mapped drive or share missing.

The seven reference pages are deliberately not a textbook. Every row answers one question, which is what this means for the ticket in front of you right now: DNS records and what breaks without them, Wi-Fi standards and channels, RAID levels and restore testing, certificates and TLS errors, Windows events and stop codes, Microsoft 365 and Entra ID, and printing from the port through the driver to the spooler.

Nothing here is vendor-specific and none of it is drawn from certification material. It was written from scratch for people answering a phone.

WHAT YOU GET

US Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.

Single-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.

PART OF A SET

This is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.