Then…I think it would be wise to have a designer look at the document
and make it easier to read (layout). The purpose of this document, I
presume,  is to have a printed copy/pdf/bookmark on the front line
supporters desk(top) and they have to use it a bit as a flow chart,
working their way down to eliminate issues. For that reason, I
suggest  a clearer layout.

Can you be a bit more specific and go a bit more into details? I like way where the suggestion goes, but I'm nut sure I understand and/or know how to get there and how the document would look like at the end...