In this article, you will find tips on answering user inquiries whenever they need assistance. It covers the commonly received support inquiries and provides step-by-steps to take to aid your user.
If you do not find the help you need below or via our other Help Center articles, you can contact our support team. But before doing so, make sure that you have all the needed information for the support team to help you move forward. Click here to find out what information is need.
Key features to explore for End-users inquiries
Step | Description | Route |
User Management | In the User Management menu, you are able to check Users’:
| Menu à User Management à Specific User |
Sharing | In the Sharing menu, you are able to see which users are assigned training, as well as assign and remove users. | Menu à Sharing à Specific Sharing à Assign Users |
Log-in challenges: New user
Step | Description | Route |
General information | If the E-mail setting for activation e-mail is turned on, the activation e-mail is sent when the user is created or imported into the platform. | Menu à Organisation à Email |
1a. Resend or 1b. reset password | If a user has not received an activation email, you trigger an email to help them log in or generate a new password.
1a.
Or 1b.
| Menu à User Management à Three dots à 1a. or 1b. |
Complete learning challenges
Step | Description | Route |
General information | When a user experiences challenges completing modules, ask them to send a screenshot or video of what is happening. This should include the entire screen, including the URL in the top bar if they use a browser.
They should also inform you of the name of the module and learning path. Once you have this information, you can investigate the matter more efficiently. |
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1. User Management/ Learners Insights | Go to the user’s profile and check the completion status of the given learning content.
If you are not able to locate the given learning content:
If the user has not completed the module, they are reporting issues with it is commonly due to one of the following 2a, 2b | Menu à User Management à Click on the User’s name à Learning or History |
2a. Quiz interactions (Challenges) not completed | While the module guides users through quiz interactions, the user might not have successfully followed them. In these instances, this is mostly due to the user not having fully completed an interaction.
Solution: Guide the user in this by informing them that these interactions must be 100% completed. Or 3 |
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2b. SCORM files | SCORM files are known as highly gamified content. These are game files that are played within a module. Users must play through the entire game itself, click down on the next slide, and submit their answers – just like with modules without SCORM files.
If users close the module using the X button (or other exit buttons within the SCORM) without moving on to the last module slide and submitting their answers, the module will not be logged as completed.
Solution: Guide the user to click the arrow to get to the next slide and submit their answers. Or 3 |
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3. Marking learning as complete | If the user is adamant that they completed the module, you can mark the learning as completed under the User's profile. | Menu à User Management à Click on the User’s name à Learning à Learning path à Three dots à Mark as Completed |
Good to know💭 Marking learning as completed works on the entire learning path a module is a part of. If the module is 2 out of 5 modules within a learning path, marking the learning path as complete will automatically complete ALL modules within the learning path and assign the user a 100% test score on all remaining modules.
Users cannot find the module or module
Step | Description | Route |
1. Check and add to Sharing | Go to the Sharing overview and locate the Sharing the user should be a part of
Be aware that users might be missing learnings if they have wrong departments or job profiles connected to their profile. | Menu à Sharing à specific Sharing à assign users à Add user
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2. Check permission | If a user permission is not set up correctly, they might not have access to see modules you intend them to see.
Check the following permissions to see if you granted them the correct access
Check that it is added on the user dashboard if needed | Menu à Organization à Permissions à Specific permission |
Content updates
Step | Description | Route |
1. General information | If you receive inquiries about the content being wrong and needing to be corrected, you are able to correct everything that is built into the content creator yourself. If the content is SCORM files reach out SCORM provider. |
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2. Check modules | Option 1: Update the content by finding the module
Option 2: If there are content owners
| Menu à Module à The given module à Edit à Implement changes à Publish
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Checklist for Learningbank support inquiries
You can reach us via [email protected] or our in-platform chat. But before doing so, make sure that you have all the needed information for the support team to help you move forward. See the point below:
What happened?
Did the incident challenge occur after a specific action?
Name of the specific Module / Learning path / Sharing
Who experiences the challenge - which specific user or administrator?
When (day and approx. Time) did you experience the challenge?
Device and browser used (e.g. tablet & Chrome)
Describe the procedure for reproducing the problem by attaching videos or screenshots for our support and tech to investigate.
It is also recommended that you visit this article to learn what information is beneficial in an investigation.