Troubleshooting with drop down choices?

[Sanna]

Hi! I have a question: From a support perspective, is it possible in servicenow to have troubleshooting in the form of responding to questions and having various options in the form of dropdown menus? Like a troubleshooting flow.

Not as a knowledge article with text, but rather by using dropdown menus to make selections and proceed with the troubleshooting, and potentially to escalate or log an incident. Is this possible to create, and where in ServiceNow can it be done?

Have a nice day! 🙂 
Best regards, Sanna

[Dr Atul G- LNG]

Hi @Sanna  

I think playbooks are the best option here. I’m not 100% sure, but what you’re looking for might be possible through playbooks.

[Sanna]

Is this what you mean: https://www.servicenow.com/docs/bundle/yokohama-build-workflows/page/administer/process-automation-d...
If so, I can continue reading there. 

[Dr Atul G- LNG]

Yes, this is what i was referring, please read this and see if it fit the purpose.