Probing questions help troubleshoot issues more effectively. Open-ended questions are best for gathering initial information while closed questions can help move the process along once basic details are known. Probing questions eliminate confusion, bias, enable faster problem solving, and allow the questioner to control the conversation. Examples of probing questions include asking what cables are connected, what was done before the issue occurred, and what the expected outcome should be.

1. Probing Questions
II: The question for more answers

2. What are some questions you might ask?
- Has this ever worked?
- What were we doing when this issue occurred?
- What is the expected result from the actions?
- Is anyone else able to repeat the issue?
- How is the item connected?
- Where is it located?

3. Open-Ended vs. Closed-Ended Questions
Open and Closed-ended questions both have uses:
- When you already have a lot of information, close-ended questions will move the
process along faster, while when you have little information.
- Open-ended questions will enable you to get more information faster.
Example:
- What sort of cables are going into the device?” Instead of saying “Is it USB or
Networked?”
- Did you add an item to the ticket differently than usual?
- What were we doing when we noticed the issue?

4. Why do probing questions make
troubleshooting easier?
- Eliminates confusion with issues the store is experiencing
- Helps eliminate bias of the store
- Enables faster problem solving
- Most importantly lets YOU control the call

5. Scenarios
“I’ve got a problem printing from my invoice printer
on R2, it’s just not working.”

6. Scenarios
“I don’t have any internet.”

7. Scenarios
“I just want to speak with a supervisor.”

8. Questions and Answers
- What questions do you have?
- How do you think that you can make use of what you learned?