display all the help materials that match the query. ... content for easy access. ... Before contacting the helpdesk, us
The Learning Central Support Dashboard
Main Features Searchable help Enter a question, phrase or topic into the search bar, and the Dashboard will display all the help materials that match the query. This should make it easier to find what you are looking for, especially if you were not sure where to find it.
Favourite, Rate and Comment on support materials You can now leave feedback on support documents, or save your most used content for easy access.
Context Sensitive Help If you are using Learning Central and want help on a feature, hover your mouse over the feature for a second, then click Support. Any relevant available support material we have for the feature will be displayed.
Raise support calls If you haven’t been able to get the answer you wanted, you can use the ‘Submit Help Request’ function to raise a support call with INSRVConnect.
Popup Help Occasionally, if there is something very important you need to know about a service or tool, pop-up notes will appear at the point of use. This allows us to display messages targeted at those who need to know, rather than displaying or sending messages to everyone on the system
Accessing and Searching the Support Dashboard
You can access the dashboard by clicking the ‘Support’ link on the right hand side of the screen. This will open the dashboard in a new window.
Click in the orange box and type your search terms, then click ‘Search’
All matches are displayed underneath. Searches are based on all the words in your search. The more words you put in your search, the more results you get. It’s better to be short and specific if you know exactly what you are looking for, and more general if you want some ideas. Steer clear of words like ‘the’ or ‘and’.
Using the ‘Show all items’ link will bri ng up all available materials
Click the name of the file you want to look at, which reveals a link to download the file from.
Usually, this will open the help file in your browser, but it may depend on which browser you are using.
Raising a support call Before contacting the helpdesk, use the browser checker to see if you have the correct software installed. To raise a call, click the ‘Submit Help Request’ button. This opens a new box:
Request Information – use these drop downs to help us identify the purpose of your request. Subject – The title of your request. Module names and IDs – Please enter details that will help us identify your module. We won’t know your abbreviations, so be specific if you can be. Message – The details of your request. Please include as much detail as you can, and be specific where possible. It will help us help you more quickly. Include details such as preferred email address here. Add attachments – Pictures are worth a thousand words, and screenshots are really helpful in understanding your request. Once this is complete, click ‘Send request’ to submit the request.
Favourites, Rating and Feedback Once you have clicked on a support document link, you are able to save it to your favourites as well as rate and leave feedback on the item.
To add it to your favourite, click the black circle with the star in, found on the right of the item.
This will display the message that you have added it to your favourites.
Your list of ‘favourited’ items is displayed on the main page of the dashboard.
To rate and give feedback, click on the help item, and then on the ‘Give Feedback’ button.
You can just give a rating alone, but feedback will help us improve our materials more.
Enter your feedback, click the number of stars, then ‘Post Feedback’
Using Context Sensitive help
The dashboard can sense where your mouse is within Learning Central, and can provide you with support materials specific to what you were doing. If you are unsure of how to use a feature, or what to see what information there is about it, this feature can help
To use it, put your mouse over the thing you want support on.
Then click the ‘Support’ tab on the right hand side of the screen.
A new window will open, showing any relevant help
However, there is not help available for everything. If it doesn’t bring up anything useful, use the search features.
To return to the categories, click the logo at the top of the page.
If you do not find the support material you need, please use the ‘Submit Help Request’ function, selecting ‘Make a suggestion’ in the ‘Request Information’ menus and let us know which content you feel is missing.
