So what is with all the cheat sheets?
Well, when you are a on a call, the customer wants the answer now! You can't be thumbing through a manual or clicking away on help pages, trying to find the answer, especially when you are new to a department. Sadly a customer will sense your inexperience and well that's it, you've got an angry, screaming customer.
Since taking calls is stressful enough, to reduce stress, I summarized the key points/policies and how to use the tools, into a 1-2 page cheatsheet.
Stress is bad. Less stress is good.
Even though much of the content is specific to the cable TV and cell phone industry, take a look.
Cable TV billing database
Commercial cable TV trouble shooting, services and tools
Cell phone provisioning and billing