Signing on to the Signing on to the Training SiteTraining Site

Open Internet Explorer

Type in familysearchsupport.org

Click TrainingSystem

This is the training This is the training site sign-on page.site sign-on page.

Enter a user name. Enter a user name. Use one of the Use one of the

following: agent_1, following: agent_1, agent_2, agent_3, agent_2, agent_3,

etc.etc.

Enter Enter passwordpassword as as your passwordyour password

Select your time Select your time zone from the drop zone from the drop

down listdown list

Select your language Select your language from the drop down from the drop down

listlist

Answering EmailsAnswering Emails

Click on NA Area Support

Here is a list of Here is a list of available cases for available cases for

you to accept.you to accept.

To view a case click To view a case click on its title.on its title.

You can read the You can read the patron’s email at patron’s email at the bottom of the the bottom of the

screen under screen under Email Email In.In.

For now For now Don’t Don’t WorryWorry about any of about any of the other the other activitiesactivities. . Such as Dispatch, Such as Dispatch,

Yanked, etc.Yanked, etc.

Read through the Read through the email and decide email and decide

whether you wish to whether you wish to answer it.answer it.

If you do not want If you do not want to answer the to answer the

email, click the grey email, click the grey X in the upper right X in the upper right

corner.corner.If you want to If you want to answer the email, answer the email,

click on click on Accept Accept Case.Case.

Now that you Now that you have accepted have accepted the case, you the case, you need to edit it.need to edit it.

To edit the To edit the case, click on case, click on

case edit.case edit.

This is the edit This is the edit screen.screen.

On this screen we On this screen we categorize the categorize the

case.case.

First make sure the First make sure the title accurately title accurately describes the describes the

problem.problem.

Now choose the Now choose the category, sub-category, sub-category, etc. category, etc. from the drop from the drop

down lists.down lists.

Click Click savesave to save to save your changes.your changes.

Now we need to Now we need to find an answer to find an answer to the question by the question by clicking on clicking on Find Find

and Attach and Attach AnswerAnswer..

To find an answer To find an answer to the question, to the question,

first type the first type the keywords here.keywords here.

This is the This is the knowledge base.knowledge base.

Next choose a Next choose a topic.topic.

Then click Then click SearchSearch..

Find an answer Find an answer that applies and that applies and click on the blue click on the blue

text.text.

Highlight the Highlight the answer and press answer and press

ctrl-cctrl-c..

Highlight the Highlight the answer and press answer and press

ctrl-cctrl-c..

Now exit from the Now exit from the answer screen.answer screen.

Now close the Now close the Knowledge Base Knowledge Base

window.window.

Reply By E-MailReply By E-Mail

Now we can answer Now we can answer the question by the question by clicking clicking reply by reply by

emailemail..

Replying by emailReplying by email

Enter a relevant Enter a relevant subjectsubject

Start your email Start your email with Dear with Dear

Sister . . . Dear Sister . . . Dear Brother. . .Brother. . .

Etc.Etc.

Enter an Enter an appropriate appropriate introduction.introduction.

Paste the Paste the knowledge base knowledge base

article by article by pressing pressing ctrl-vctrl-v..

Finish with Finish with Sincerely, then Sincerely, then Family History Family History

Support, then your Support, then your initialsinitialsWhen finished When finished

writing the email, writing the email, click send.click send.

You have answered You have answered the patron, so now the patron, so now we need to we need to closeclose

the case by clicking the case by clicking Close CaseClose Case..

Choose how the Choose how the case was resolved. case was resolved. In this case we got In this case we got

our information our information from the knowledge from the knowledge

base.base.

Now click Now click Close Close CaseCase

You have now You have now returned to the NA returned to the NA

Support Queue Support Queue where you can find where you can find

another email to another email to answer.answer.

If you do not want to If you do not want to answer any more answer any more

emails, click the red emails, click the red X in the upper right X in the upper right

corner.corner.

Last Modified: 10 Apr 2006

Elder Nicholas Stoddard

Please see the handouts associated with this lesson.