There is not anything “broken” on the system, but the support personnel is looking for a guide on performing some action per the client’s request. These articles will be linked into the FAQ under “How do I ….” headers.
A symptom is known, but there may be a wide array of root causes. This article should guide the support personnel through the process of determining where the fault lies. Once the fault is identified, a reference is made (as needed) to the Knowledge Base article on that specific failure mode.
Knowledge Base articles
These are written with the approach that a single root cause is known, e.g. some back-end service is broken, allowing us to flesh out detail regarding complex fixes and workarounds.