Follow a guided fix by phone

On an IT support line, the assistant can read a help article to you one step at a time. You do each step while you stay on the phone.

Prerequisites

• You call an IT support line, and your organization lets the assistant search its help articles.
• You can reach the computer or device that has the problem, if possible.

On a customer service line, the assistant can tell you about a help article, but it does not guide you step by step.

Follow the steps

1. Describe your problem. The assistant searches your organization's help articles.

2. If it finds an article, the assistant tells you its title and what it is about, and offers to guide you. Say "yes".

3. Listen to the first step. The assistant tells you how many steps there are.

4. Do the step, then use these words to move through the article:

   Say	What happens
   "Next" or "Continue"	You hear the next step.
   "Back" or "Previous"	You hear the step before.
   "Repeat" or "Say that again"	You hear the same step again.
   "Done"	You finish the guided fix.

5. After the last step, say "Done".

6. The assistant asks if the problem is solved. Say "yes" if it works now. If it does not work, say "no".

Result

• The problem is solved. The assistant notes that the article helped. No ticket is needed.
• The problem is not solved. The assistant offers to create a ticket. Read Report a problem by phone.

If something goes wrong

• The assistant did not understand your word. It reminds you which words you can say. Use one of the words in the table.
• A step shows a picture. The assistant tells you that the article has an image there. If you need to see it, ask for a ticket or a person.
• The assistant says that the guided fix has expired. It asks if you want to start again. Say "yes".
• You do not want a guided fix. Say "no" when the assistant offers it. The assistant can then create a ticket for you.

Related articles

• Report a problem by phone
• Talk to a person