I'm looking for software that can help me build a "choose-your-own-
adventure" style customer support FAQ. Our developers find themselves
answering the same questions over and over, I want to find something
that will allow the support team to document a bread-crumb trail that
led to an answer so that they can find the answer themselves next
time. I thought about just using a wiki to do it but I'm worried that
it may be over the heads of some of the support team (not knocking our
support, just don't know them very well yet). The optimum solution
would be one where a user is presented a series of questions that lead
them to an answer, and let them create and link additional questions as
they find different paths in their investigations.

Does anyone out there use something like this already, if so is it a
home-grown or commercial product?

Jason