In what form and how to prepare answers to cases?

Question

Yandex

Passed an oral interview in the company, the next stage is the solution of the case.

Case #1:
A user complained that the client application stopped running. An error message is displayed, but nothing works. What to do in this situation?
Case No. 2:
It is necessary to draw up instructions for the user on working with the Yandex search panel (describe all functions and services).

A question for kind people: someone has come across cases and can tell you how to deal with them in general (whether a free form of presentation is appropriate or writing more formally) and briefly so that you can answer the questions listed above. I'll be back for any help.

Answer 1

I smiled about the instructions with the search panel))
In the first case, you draw up a checklist of actions. The second point - write instructions, the same as for medicines, only for Yandex)