{
  "name": "软件 / 应用故障排查",
  "category": "software",
  "description": "员工软件装不上、闪退、license 过期、版本不兼容、Office/PS/财务软件等",
  "estimated_time": 8,
  "difficulty": 2,
  "tags": ["软件", "Office", "安装", "闪退", "license", "财务"],
  "root_node": {
    "id": "fc-soft-1",
    "type": "step",
    "label": "确认软件名 + 版本(让员工截图)",
    "status": "pending",
    "children": [
      {
        "id": "fc-soft-2",
        "type": "decision",
        "label": "员工是否有管理员权限安装?",
        "yes_branch": {
          "id": "fc-soft-3",
          "type": "step",
          "label": "【管理员】继续自助排查:",
          "children": [
            {
              "id": "fc-soft-4",
              "type": "step",
              "label": "装不上:检查系统版本兼容性 + 关杀毒软件 + 管理员运行"
            },
            {
              "id": "fc-soft-5",
              "type": "step",
              "label": "闪退:看 Windows 事件日志 + 找 crash dump"
            },
            {
              "id": "fc-soft-6",
              "type": "step",
              "label": "license 过期:走 IT 资产流程申请续期(申请单见知识库)"
            }
          ]
        },
        "no_branch": {
          "id": "fc-soft-7",
          "type": "step",
          "label": "【普通员工】坐席远程协助安装:",
          "children": [
            {
              "id": "fc-soft-8",
              "type": "step",
              "label": "常用软件清单(从软件中心/SCCM):Office、Adobe、Foxmail、企微"
            },
            {
              "id": "fc-soft-9",
              "type": "step",
              "label": "非常用软件:需走软件申请流程(部门主管审批 → IT 评估)"
            },
            {
              "id": "fc-soft-10",
              "type": "decision",
              "label": "远程能否解决?",
              "yes_branch": {
                "id": "fc-soft-11",
                "type": "step",
                "label": "回访确认"
              },
              "no_branch": {
                "id": "fc-soft-12",
                "type": "step",
                "label": "升级二线:对应软件负责人"
              }
            }
          ]
        }
      }
    ]
  }
}