Sometimes experienced users are also served well by walking through the steps. At least at our company, you see field technicians who think they know what is ha

Sometimes experienced users are also served well by walking through the steps. At least at our company, you see field technicians who think they know what is happening and try to short-circuit the troubleshooting process. Sometimes they are correct, but oftentimes they miss a significant detail that they would have caught if they had just followed the normal procedure.