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 visit UAB’s Cost & Aid webpage to learn more about financial aid. To request a transcript, please view UAB One Stop Student Services’ Academic Transcripts webpage for more information. "
How many guide types are listed in the Community under "Canvas"
9
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.
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
Who is the CSM at University of Wisconsin Oshkosh - Oshkosh Campus?
What video file types can a student submit within Canvas?
https://community.canvaslms.com/docs/DOC-10575-4212719498
The "support-ask-an-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 "/aace" command and slack before filling out the required template
When you call out sick after training who should you be letting know?
Reach out to your Supervisor, SourceFit and the WFM team. 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?
It's unpublished or is in an unpublished module
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 is the main support hotword you need to have added in slack and what is it used for
Hellokittyislandadventure which is used for getting the attention of those in the support organization for a question that needs answering or for important information that all need to see
When placing a users on hold, what is the Maximum amount of time we want to allow to pass before checking back in with our user to offer an update? Does this same timeframe apply to chats?
5 Minutes is the Maximum amount of time we want to allow to pass before checking back. Yes this same timeframe applies to chats.
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 Baylor University having issues with Kaltura?
Kaltura integrates with Canvas and allows you to use video content in your courses. By default, the integration should be enabled on every Canvas course. You can verify it is enabled by looking for the My Media and Media Gallery menu items within the course. For help with Kaltura, please visit one of the following links:
For further assistance, contact the Baylor ITS Help Desk at 254-710-HELP (4357) or email helpdesk@baylor.edu, and someone at Baylor will assist you during normal business hours.
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 our Targeted Initial Response time (TIR) for Tier 1 Clients in each of webform/emails, chats, and phones?
Webform/Email - 60 Minutes
Chats - 5 Minutes
Phones - 5 Minutes
True or False: As an L1 Support Agent you are allowed to make changes to courses and users if the person you are working with tells you that they want you to?
False: We do not make changes in Canvas for our Users but we are happy to teach them how they can make the desired changes if they have access to do so.
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.
There are several resources available to find answers to questions. Which of these resources would you go to find answers that are written specifically for you as an L1?
The HUB / Confluence
Which LTIs or additional Instructure products do you Support directly as an L1 Agent?
Bonus: Which additional Instructure products does Instructure have other teams to Support?
Bonus: Mastery Connect, Impact, Learn Platform, Elevate.