VitalSource HelpDesk for Tier 1 Support Agents

Transcription

1 VitalSource HelpDesk Training Guides Tier 1 Customer Support Training VitalSource Technologies VitalSource HelpDesk for Tier 1 Support Agents

2 VitalSource HelpDesk is the back end system that manages most of VitalSource s services for their etextbook Platform. This system was created by VitalSource, because of this VitalSource is able to customize the experience for each HelpDesk User Type. Support agents will be given access to two HelpDesk Groups: Bookshelf Users Bookshelf Codes With these two groups one can handle all Tier 1 support requests, as defined by VitalSource Technologies. Access User Account Information Manage Machines Set Passwords Look up Codes Remove Products Installation Assistance Tier 1 Definitions General Usage (e.g. print, highlighting, annotation, note sharing) Code Redemption Code Deactivation Refund Requests All other support issues listed on This document will cover how to handle all of the Tier 1 support types. If you have any feedback regarding this document please contact Sean McKeever - sean.mckeever@ingramcontent.com

3 HelpDesk Login Screen - Accessing HelpDesk HelpDesk can be accessed by going to HelpDesk supports the following web browsers: Internet Explorer 7 or Greater Firefox 3 or Greater Safari 3 or Greater Please note: Before you can sign in HelpDesk you need to have a HelpDesk account, if you do not have one please check with your support team lead and they will be able to request one for you.

4 HelpDesk profile page Editing your HelpDesk User Settings: Once logged into HelpDesk you can easily adjust your HelpDesk User Account Settings. Note: When you log in to HelpDesk for the first time you will want to go and change your password, the password you are given is only meant to be a temporary password. How to Change your HelpDesk User Settings: At the HelpDesk Welcome Page, click on where its says Connect in the upper left side of the screen. Click on My Account Settings You will be taken to the My Account Settings Page. Here you can edit your First and Last Name, your address, and change your password. Once you have made your changes, click the Save Changes Button to confirm your changes. Click the Help Desk button in the Navigation Bar to return to the welcome page.

5 Searching for a Bookshelf User: The first part of troubleshoot most issues is to look up the user calling in in HelpDesk. To search for a user, or to see if the user has not created an account yet with VitalSource, click on Bookshelf Users in the HelpDesk Navigation bar. By Default the Include Users Without Products option is checked. When doing customer support you will want to leave it checked. When searching for a user in HelpDesk there are a few general guides to follow: You need at least 4 characters to search for a user (spaces count as a character) You can search by full or partial You can search by full first and last name or partial first and last name If you are searching by name, you need to have a space separating the first and last name so HelpDesk knows to look at first and last name only, otherwise it will search by . Examples of Searches: sean.mckeever@ingramdigital.com (Full Search) Sean McKeever (Full Name Search) sean.mckeever (Partial Search) s mckeever (Partial Name Search) Sean M (Partial Name Search) Once you have successfully located the user, you can click on the name of the student and you will be taken to their HelpDesk Bookshelf Account. Note: There are integrated help files in HelpDesk, click on the blue question mark to see them, they will open up in a separate window. What happens if I do not locate a user in HelpDesk?: If you were unable to locate a user in HelpDesk, by address or first and last name, chances are they have not yet created an account with VitalSource. They will need to download and install VitalSource Bookshelf and then create an account with VitalSource.

6 Bookshelf User Page: The Bookshelf User Page is broken out into four sections: 1. User Profile Information 2. Machine Information 3. Products (To the user it is referred to as their Book list) 4. Actions Menu

7 Bookshelf User Page: User Profile Information - The user profile information contains the following elements: The First and Last name the user entered when they created their account The addressed used when they user created their account The last time the user updated their license with the downloadable app. Max activations and Declined Charges: It is important you never adjust these settings. Security Challenge (Question) and Response Sales Tier, Organization, Promote Option, and Survey Option: It is important that you never adjust these settings either. Using the User Profile Information Pane: Locate the item(s) that need to be updated. Change the item Click the Update button. Machines: VitalSource allows you to have 2 active computers and 2 active mobile devices to view your e-textbooks with. The Machines Pane will show you the two current machines the user is using. In addition to the machines HelpDesk will also show you the following information: Name of the computer OS the computer is running Version of Bookshelf the user is running When the user registered that computer. Deactivating an Old machine: To remove a machine for a student so they can activate a computer after receiving an error message of, You have reached the maximum number of activations. Please do the following: Locate the user in HelpDesk Locate the machine they wish to remove Click the deauthorize icon next to the machine Confirm you want to remove the machine by pressing the OK button.

8 Bookshelf User Page: Products - The products pane is the where you see any content that has been linked to the users account. Content can be added by redemption code, store purchase, or SSO integration. The Products pane will tell you the following information: The name of the title When the title will expire for both Online Access and Downloadable Access When the title was activated If the title was activated by a redemption code what the code is How the title was added to the users account. To Remove a product from the users account: Locate the product that needs to be removed Click on the trash can Click the OK button to confirm the deletion Actions Menus: The Actions Menu will allow you to perform defined actions on the user account. The current 2 options are Edit User, Password, and Redeem Code Edit user is the default page. The Password action is how you can reset a password for a user. There are two ways to reset a users password: Send the User a link to reset their password Change the password for the user When you send a user a link to reset their password: The will be sent from HelpDesk to the address in their HelpDesk account. When they receive the the link is valid for 24 hours or one click through. The user will be taken to the My Account page in Bookshelf Online. From there, the user can change the password and then access their books in Bookshelf Online or in the Downloadable App. When you reset the user s password in HelpDesk: The user will receive an from HelpDesk letting them know that their password has been reset. So please make sure the user is user is aware that you are resetting their password. Redeem Code will allow you to redeem a non-redeemed code for the user.

9 Bookshelf Codes: The Bookshelf Codes pane is where you can lookup a code and see if it has been redeemed (and who redeemed it.) Just as searching for a Bookshelf User to look up a code, you will need enter in at least 4 characters of the code. It is recommended that you enter at least 10 characters to do a search. Searching for a code is not case sensitive. Once you have looked up a Bookshelf code you will be given the following information: The Bookshelf Code The name of the book/product The book/product VitalSource ID Who created the code If it has been redeemed (and who redeemed it) The licensing terms for the book/product If a code has been redeemed you can click on the name of the user and be taken to the users account and troubleshoot further. Wild Card Searching: If needed you can do a wild card search by putting a % in front of the part of the code you are looking up. For Instance if the only part of a redemption code you had was 3ZTAENZFSQ2 you can do the following search: %3ZTAENZFSQ2 and it will bring back the result NK3ZTAENZFSQ26MHN83R Also note, you can only look up codes that your specific company/institution created.

10 Overview HelpDesk User Settings Bookshelf Users Bookshelf Codes Student Resources Student Resources: VitalSource offers students and Tier 1 agents access to the VitalSource Knowledge Base. by going to students and support staff can access current information for a multitude of issues that they may encounter. Students can also take advantage of the VitalSource Community and get many of their questions by other users and VitalSource Support Staff.