Often, it's helpful to have users open a command prompt and run some commands. It's often not the esiest thing to communicate exactly what they should type or to understand the results they see (if they are just verbally communicated back). Use the following structure to create a .txt file of the output from any command prompt which can then be emailed back. This example captures the results of a trace route to a text file that is saved to the active user's Desktop. The following can be pasted into a chat session and/or typed or pasted directly into the Start, Run prompt.
cmd /C TRACERT 188.8.131.52 > "%USERPROFILE%\Desktop\traceroute.txt"