FamilySearch Wiki:Salesforce Support Cases

From FamilySearch Wiki
Jump to: navigation, search

FamilySearch Wiki:Missionary Training Lessons

How did the home work go? Are there any questions about Patrolling?

Sales Force

One of our main source of questions from the contributors and patrons of the FamilySearch Wiki come to us in Salesforce.

After you sign in you can use the drop down under the FamilySearch icon to the upper left of the page to go into the Service Cloud Console Click the Icon. (if you are not already there). There are 8 options on the drop down we will only be covering the Cases.
  • Today we will be looking at cases that are presently in our categories.

Cases

There is another drop down just below the casesbox. Click on the lower drop down. Here you will find 5 links to the pages that have links to case for our Team.

The 5 drop downs

MY Cases Worked- These are the cases I have worked. So I can go back to all the cases I have accepted and look up that happened (This is like the history page)
MY Open Cases- I can find my accepted cases here. All cases I have accepted but not finished.
Recently Viewed Cases Just like your recently added in your computer
Support-Wiki Image/Doc approval- This is where we review and approve images and files submitted to the Wiki.
Support-Wiki Support- This is our main cases. We will look at these first.

Working Cases

Wiki Supportwill bring up all the present cases.
First Ask is this a case for our group? Some are not cases for our team.

If this is Not our case Transfer it

Some Reasons they are not for us.
  1. The question is about Indexing, Research Or Historical Collections
  2. The patron has a technical problem only.
  3. The patron is asking a question about something outside the Wiki.

Steps to transfer a case:

  1. Go back to Support-Wiki Support by clicking on Cases link. This takes you back to the Support-Wiki Support List
  2. Click on the box on the left side of the case to be transferred
  3. Now click on the Change owner just above cases. This will bring up a Change Case Owner page
A. But first Click the box on the left middle to Send Notification Email. This give a notification to the other team that a case is for them.
B. Next go to the first box on the left that says user. You can choose to transfer to one of the other members of the team. Click their name and save. Otherwise click the dropdown and change the owner to queue. The queue would be a different team
C. For the list of the other teams. You go to the box on the right the drop down is a pin list just right of the list, click down and find the correct queue and click.
D. Finally click save.

Accept the Case

If this is a case for the Wiki Support team. Either answer the question and/or fix the problem.


  • Answering questions:
  1. In answering the question go to the page that the question is about. This may be an article or a help page or both.
  2. You also have Knowledge documents on the right side that may be used to answer the questions and can be attached to the Email, however at present there are problems using this.
  3. You can correct the problem or answer the question yourself
  4. Then copy the URL of the page after the problem is corrected. This can be placed in the return email to inform the patron that the problem has been solved.
  5. Finally go back to the case click reply. This brings up the reply email. Write to the patron answer their question using the URL. See below a letter form to use to create an answer to a patron.
  • Fixing the problem
  1. Go to the page were they say there is a problem. Study the items and find a solution. Repair the page.
  2. Copy the URL.
  3. Finally go back to the case click on email. This brings up the reply email. Write to the patron letting them know about the repair using the URL.
  • There are those we can't solve but ask for help, the group may have a solution. If not still send a reply and let the patron know the situation.
  • Some patrons do not give us all the information to solve or work on the problem. Send a reply asking the questions or request the information.
  • There are a few cases we can't ever figure out. Do your best but don't be hard on yourself, give the group a chance to help, then let go.

Possible Letters

Question Letter

Dear (Patron Name or User name)

Thank you for coming to the FamilySearch Wiki and asking the question about (Question). The solution to is (Answer). The following URL will help.

Thank you for the information. Best wishes in all your genealogical work.

FamilySearch Wiki Support Team

Problem Letter

Dear (Patron Name or User name)

Thank you for coming to the FamilySearch Wiki and bring the (problem ) to our attention. The solution to is (Answer) or This concern has been presented to (group to work on this problem) . The following URL may help.

Thank you for the information. Best wishes in all your genealogical work.

FamilySearch Wiki Support Team

Thank You Letter

Dear (Patron Name or User name)

Thank you for coming to the FamilySearch Wiki and bring us the information about (Information ). This (information) has been placed into the Wiki . The following URL will take you to the page.

Thank you for the information. Best wishes in all your genealogical work.

FamilySearch Wiki Support Team

Support Links

  • These are links to the work, our projects and our meetings. To Do as Scheduled is the list of work to be done and the order in which it is to be done.

A Great Resource

Lee Drew is a former Team Lead for the Wiki Support Group. He created a GREAT sandbox in which he placed many of the items we use in the wiki and how to use them. You may not need these now but in the future you will be very glad to have it. Please do not edit this page.


Ask for Help

We are a team and we can call on anyone with questions, We need to assist each other in asking questions, answering them, checking work and working together on projects.

Practice

Go to "AS Scheduled" (above) and do something on each item that you can do.