If you'd like to look at a sample of a customer service branching scenario in Lectora, go to http://www.alcorn-ward.com/samples.html and look at the first sample. Feel free to contact me directly and we can set a time where we can walk through how I did it. It is a fairly simple process using Go To actions. And you are right, storyboarding it out in the first place is the biggest step. I have a template I can show you when you contact me. dpelkins@alcorn-ward.com.
I've created branching simulations in both Lectora and Captivate. In some ways, I prefer to do it in Captivate and drop the whole thing in Lectora. Doing it that way makes page numbering and back/next buttons a little bit cleaner.
