KB's and Salesforce
If a student from University of Alabama at Birmingham calls you about financial aid, what is the process for helping them?
We advise them of the following "Please call UAB Financial aid at 205-934-8223 or go to www.uab.edu/financialaid for help with financial aid."
How many guide types are listed on the guides "Overview" page.
8!
How do you search for things within Slack?
You can go to the channel you want to search in and use (Command+F) then enter the topic/keyword.
What is Salesforce used for within Support?
This is the ticketing program we use to respond to emails, answer phone calls and reply to chats.
How do I make an assignment?
You can create an assignment by going to the "Assignments" tab on the left hand navigation. From there you can either click + Assignment or the + sign across from the assignment group name.
Who is the CSM at University of Wisconsin-Oshkosh?
What video file types can a student submit within Canvas?
https://community.canvaslms.com/docs/DOC-10575-4212719498
Ask-a-Canvas-Expert is a channel used for what, and what do you need to use to post within that channel?
That channel is used for asking questions about anything Canvas related to fellow L2's, L3's, Trainers and Fleet Command. You will need to use the required template posted at the top to post a question.
When you call out sick after training who should you be letting know?
Reach out to your supervisor and the MCO. The sooner you let them know, the better.
If a teacher can see an assignment on the assignments page and it's been assigned to everyone but students can't see it. What might be the reason?
Does Southwest Allen County Schools have an active accouncement? If so, what is it?
Yes - "STOP! This account is on the SIS Platform. If this case is related to SIS provisioning issues (missing syncs/users/enrollments/etc.), please notify the user that you will be escalating to the next level of support and then assign the case to the SIS Team queue in an Open status. Please see here for additional information: https://community.canvaslms.com/docs/DOC-12001. If this case is related to Grade Passback issues, please use the following guide to troubleshoot: https://community.canvaslms.com/docs/DOC-12331."
Is Internet Explorer supported within Canvas?
What are two of the hotwords you need to have added in Slack?
Hellokittyislandadventure and Defcon
How soon from your new hire date can you request PTO?
90 days.
A teacher calls because students cannot see the "People" page. The teacher however can still click on it.
What might be the reason for this?
The "People" tab has been disabled within the course navigation.
What is the work flow for a chat from a student at Alamo having issues with Biosig?
Contact Alamo Colleges Support Central at 210-485-0555, option 4
The KB also provides a link to some helpful guides.
Can students modify or remove a discussion post? If so how? What might cause them to not be able to?
Explain what the support announcement channel is and how it's used.
This channel is used to announce important things that are relevant to support. ex: school pages being down, authentication system, ect.
Dont spam the channel and respond to posts within a thread.
What is the Big Red Button?
This is our panic button we use to alert fleet of an issue when there is no one around.
What are two reasons a course not show on a students dashboard?
The course hasn't started
The student isn't enrolled yet
The course isnt starred
Under no circumstance can we do what for "Law Extension Committee"?
Under no circumstances do we want students to be redirected to their Instructor. Please direct students to enquiries@lec.pip.com.au or 02 80891950
A student wants to review their final exam score. Find the guide on this and explain how they would do so.
When asking questions about Canvas issues in slack, always include at least these things:
A detailed description of what is happening.
A URL to where the issue is happening or to the user page.
What is the phone SLA?
120 seconds - or two minutes.
Explain the 3 levels of Canvas to someone like they're 5.
Site Admin - Admin Level - Course Level
This answer can be as abstract or as structure as long as it makes sense and they can explain it.