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."
Is Edge on the Mac supported within Canvas?
What are two reasons a course not show on a students dashboard?
The course isn't published
The course hasn't started
The student isn't enrolled yet
The course isnt starred
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.
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
What video file types can a student submit within Canvas?
https://community.canvaslms.com/docs/DOC-10575-4212719498
What is the URL for UC Davis?
ucdavis.instructure.com
but you need to cross domain and this will change to https://canvas.ucdavis.edu/
Student calls in and wants to know why the modules page does not appear, why might this be?
The course has no published modules
The course simply has no modules
Or the modules tab has been deactivated in the navigation.
First navigate to Google Calendar and on the left side under "Meet with:" enter Chads name and see what works best with his schedule and create a calendar event.
Why are assignments showing late for Ashford students when they turned them in before the due date/time?
Submission dates and times in Waypoint may appear different than times in Canvas.
When an instructor returns Waypoint feedback to the Canvas gradebook, that date appears in the gradebook instead of the student’s submission date. This may erroneously indicate a late student submission in the gradebook.
Can students modify or remove a discussion post? If so how? What might cause them to not be able to?
What are the main three dated areas in Canvas that will affect a students access to a course?
Term Start/End Date
Course Start/End Date
Section Start/End Date
Can we provide someone their login information over the phone?
No.
This personal information and is especially important to not share out with users since we have no method of verification when they call in.
If you need to ever verify someones email, have them read you the full email vs you reading it to them.
When escalating a ticket what status do you need to make sure the ticket is in?
OPEN
A student wants to review their final exam score. Find the guide on this and explain how they would do so.
A student calls in and the case populates with "Louisiana Community and Technical College System".
When trying to help this caller what should be your next step? (Hint look at the KB)
Louisiana Community and Technical College System is a conglomerate of multiple schools, you should be asking them specifically which LCTCS school they are part of and then going from there.
Once you find their school name, you can search that name in Salesforce to locate the URL.
The assignment they are trying to submit to has not been set up to allow for file submissions. It has been set to "Submissions Type: None" The teacher will need to update the assignment settings.
When asking questions about Canvas issues in slack, always include at least these things:
What you've tried.
A detailed description of what is happening.
A URL to where the issue is happening and to the users page.
Students at Florida Institute of Technology are having issues with Brain Shark, how do you handle this?
Per the KB: Refer students to Continuing Education support, 321-674-8382, abasupport@fit.edu
How many guide types are listed on the guides "Overview" page.
8
A student calls in from Ruskin University, what is the URL they need to be using to access Canvas?
What is the size limit when uploading media into Canvas?
500 MB
Student says they are having trouble with Respondus. They said they've downloaded it but when they navigate back to the quiz it just prompts them to download it again. What should they be doing at this point?
After they have downloaded Respondus, they need to run the installer and THEN launch the program.
Respondus is an application that needs to be opened and ran separately from Canvas.