I'm getting flashbacks to the days I was on a national support desk for a big government organization and we often had issues trying to walk office staff - even the ones who were supposed to be front-line techs to the point of at least knowing how to reboot workstations - through identifying issues on server/networking gear if something was hinky.

I got fed up enough that I took a digital camera (which tells you how long ago it was) out to the nearest non-HQ office one day, talked my way into their server room, and carefully snapped shots of all their equipment, front and back. (And wrote down all the model numbers.)

Back at the office, they all went into the all-access wiki on supported equipment, along with commercial images pulled from searches on the model numbers, and big red circles and arrows and a paragraph on each one explaining what each one was (and where to find the power switch).

So from then on, at least we could tell a caller "Look for the grey box which has a green flashing light on the right of the front panel and the brand name DAMN EXPENSIVE next to that, then count four square ports to the left and there will be a big red switch to the left of those." Cut down on the frustration on both ends quite a bit.