How did the home work go? Are there any questions about Patrolling?
== [https://familysearch.my.salesforce.com/console Sales Force] ==
One of our main source of questions from the contributors and patrons of the FamilySearch Wiki come to us in [https://familysearch.my.salesforce.com/console Salesforce].
*Now we will go to [https://familysearch.my.salesforce.com/console Salesforce Link].
: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. <br>
Go to the drop down just under the FamilySearch Icon and click. There are 8 items in the drop down. We will click on the One named Cases. ''
*Today we will be looking at cases that are presently in our categories.
The '''Cases''' link will take you to your cases both regular cases and images. === '' When everyone is into the Cases point at the following''
''There is another drop down just below the '''cases'''box. Click on the lower drop down.''
==== Let us look at the 5 drop downs in the Lower drop down box. ====
::''' 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.<br>
Stay in the '''Support-Wiki Support''' we will start here practicing and working cases''
== Let us cover the steps in working a case and go over several cases. =====
::''' First''' Click on the Wiki Support key in the lower drop down on the upper right. This will bring up all the present cases. ::' ''Second''' Click on the case number you want to look at, you need to decide if this is even a case for our group as many are not cases for our team.<br>
:'''If this is ''Not our case'' Transfer it '''
:::Some Reasons They are not for us. ::#The question is about Indexing, Research Or Historical Collections ::#The patron has a technical problem only. ::#The patron is asking a question about something outside the Wiki.
do this are:'''
::1. Go back to Support-Wiki Support on the Cases page. Click the case icon in the dropdown to do this and back to the Support-Wiki Support List ::2. Click on the box on the right side of the case to be changed ::3. Now click on the Change owner just above cases. ::4. Now there are two boxes to fill. <br>
:::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 to queue. :::C. For 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. <br>
::'''Accept the Case''' - If this is a case for the Wiki Support team. Either answer the question and/or fix the problem.<br>
:::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. There are 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.<br>
:::*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.<br>
:::*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. <br>
=== Possible Letter to Answer a Patron's ===
*[[FamilySearch Wiki:Wiki Support/To Do as Scheduled|To Do as Scheduled]]<br> *[[FamilySearch Wiki:Wiki Support/WikiProjects|Wiki Projects]]<br>
*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.
=== Ask for Help ===
=== Practice ===
Go to "AS Scheduled" (above) and do something on each item that you can do.