Answer the support question on screen

The story worth telling

The useful starting point is the state in which the customer gets stuck. Show that exact screen rather than beginning at the homepage. Explain the choice, perform the action and show how the user knows it worked.

Three things to capture

1. The point where a user gets stuck
2. The corrective action
3. The confirmation or recovered state

Let the camera run a little before and after each action. Those extra seconds give you room to find a better cut.

Give the edit a shape

Before you share it

Check permissions and account roles. A fix available to an admin may not be available to every user.