Does anyone know of a source or retailer of support scripts?

I am not looking for ticketing system or scripts in the programming sense.

What I am looking for is a text based script that support reps. can follow through to identify/solve problems.

For example, when I phone my DSL provider with problems, they also ask the same series of questions.

Where does one get these questions from? Or are the usualy developed in house through experience?

Thanks in advance for your input.

http://www.oxmatrix.com/

Kicks a** :)