Diagnostic and workflow engine with system integration

A computing device operable by a customer service representative (CSR), the computing device comprising:

• a processor;
• a network interface coupled to the processor;
• a storage device for content and programming coupled to the processor;
• a workflow engine application stored in the storage device, wherein execution of the workflow engine application by the processor configures the computing device to perform acts comprising:
• a) receiving a troubleshooting request for a malfunction of a user device;
• b) determining possible causes of the malfunction;
• c) determining a probability of each possible cause of the malfunction;
• d) upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, providing a solution to the malfunction;
• e) upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold:
• determining a diagnostic step to perform;
• upon determining that the diagnostic step can be performed automatically:
• automatically performing the diagnostic step;
• and
• returning to act (b);
• upon determining that the diagnostic step cannot be performed automatically:
• displaying the next diagnostic step on a dashboard of the computing device;
• receiving a manual entry in response to the diagnostic step;
• and
• returning to act (b).