As the most versatile and commonly used step type, use the Rich Text step type for simple or complex instructions, screen shots (products, error code messages, etc.), links to outside sites, and agent scripting. This step type is often used in conjunction with the Decision Tree step type to provide instructions that are relevant to specific findings during triage and troubleshooting.Useful for all types of companies and processes. Use cases include:

• internal IT on-boarding
• step-by-step troubleshooting (software and hardware)
• customer inquiry handling
• customer return processing

Sample blank Rich Text step set-up:

Sample configured Rich Text step:

Sample Sidekick workflow (rep view):