Why are Guided Paths so valuable?

Systematically improve the quality of your agent service delivery with Guided Paths.  Guided Paths are intentionally built to provide insight, consistency and control to agent interactions.  Support.com® customers consistently report service delivery improvements that include:

  1. Increased speed for new agent education and ramp-up
  2. Increased consistently of service delivery
  3. Increased efficacy of service delivery
  4. Increased agent credibility and compliance

How do I rollout Guided Paths?

Simply edit and publish your step-by-step Guided Paths for agents to incorporate into their daily service delivery. Adjust your Guided Paths as needed over time to keep all agents up-to-date.  All agent interactions are tracked and reported so you can fully understand how to improve your Guided Paths.

What does an agent experience?

Guided Paths provide step-by-step instruction for your agents to follow during service delivery.  Agents can leverage the Support.com suite of remote control tools while also following the guided path steps to ensure consistency.  Guided Paths can also include decision points that direct the agent to a specific step associated with your customer’s input or decision.  

How do my advanced agents work with Guided Paths?

In our observations, advanced agents tend to require less information from the Guided Paths to be successful.  This is because advanced agents have committed most of the details to memory.  Advanced agents do, however, leverage and interact with the steps of the Guided Path.  Perhaps the most value action that can be taken is to ensure that your advanced agents are indicating which steps they’ve completed. 

In a situation where you have more complex products or a larger selection (50+) product, your advanced agents may occasionally require more granular details. 

What works when building Guided Paths?

You can maximize your agent adoption and consistency by introducing Guided Paths that are straightforward and intuitive.  Over time, you can increase the complexity and length of your guided paths as agents increase usage. 

TIP:  It is crucial to keep agent adoption front-of-mind in order to generate rich data for your analysis and continued optimization.

Below, you’ll find a series of best practices that we’ve gathered from Support.com customers.  These tips provide clear steps to create intuitive Guided Paths that are proven to drive agent adoption.  

High-Level Approach

Keep Guided Paths simple and easy to understand

  • Only build Guided Paths for your highest impact content
  • Build your path for the task at hand - Limit prerequisite steps
  • Build one direct path from start to finish - Don’t add tangents
  • Keep steps simple - We recommend less than 5 tasks/instructions per step to start with
  • Use images to visually guide readers

How should I approach my step details?

Transition Section

When adding a new step, add a sentence or two at the top to help transition from the previous step.


Numbered Lists

Use numbered lists to convey order.  If you have a sub-bullet, add a blank space after it to increase legibility.  You can add a blank space by pushing Shift+Enter at the end of the sub-bullet.

Bold Functional Elements

If a button, link, popup, etc has a specific name in the application, bold the corresponding name in the step.


  • Jing is a nice free tool to take screenshots and add highlight boxes
    • You can use the Jing Copy button () and paste directly into the Guided Path editor
  • Use images to visually guide readers
  • Keep images small to eliminate scrolling in smaller environments (less than 400px)
    • Jing will show you the image size when you’re taking a screenshot
  • For buttons, use an image of the button

  • For links, screenshot a portion of the screen (less than 400px) and highlight the link using a red box