The Online Guide was a Winhelp application, developed before HTML help was a practical possibility. It was designed to make the most of Winhelp's capabilities.

The Online Guide is designed to serve three different levels of customer service representative (CSR) expertise. Two of them are represented here. The more experienced CSR will go directly to the subject he or she needs help with. An inexperienced CSR will open the step-by-step instructions for the procedure.