Knowledge base
DOC NIST CLC
Client Information
1
IT Help Desk
Login Related
6
How Do I Log In?
How Do I Change My Password?
I Need My Password Reset
I Need My SSO Password Reset
How Do I Log Out?
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Account Related
4
When Will I Get Access to My Account?
Account Information Incorrect
Inactive Account
Time Zone
Basic Support
1
I Need More Support Outside of End-User Support
Training Related
8
Navigation
OLT
ILT/ VILT
Playlists
CEU Credits for Courses?
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Specific Training
7
webTA 4.2 for Supervisors / Employees
2019-2020 No FEAR Act
Books 24 X 7
Supervisor's Role in the Hiring Process - not moving to completion
VET (Veteran) Initiative Courses
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Supervisor/Manager
2
Supervisor Issues
Will My Employee Get an email Notification When I Assign them a Course?
Ticket Processing
1
No Account
Master System Check - All Clients
Browser Related Inquiries
5
What is a Browser?
Why Should I Disable My Pop-Up Blocker?
What Does Clearing My Cache Do?
How to Copy and Paste | Windows
How to Return to Course Window
Chrome Windows & Mac | Latest
10
Allow Pop-ups, Sound and Images
Pop-up Blocker
Allow Images
Allow Sound
Clear Cache | Windows
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Microsoft Edge | Latest
7
Allow JavaScript, Popups, and Images
Allow Images
Clear Cache
Adjust Zoom
Enable Cookies
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Firefox Windows and Mac | Latest
6
Pop-up Blockers
Clear Cache
Enable Cookies
Zoom Settings
Private Browsing Mode
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Mac Safari | Latest
6
Pop-up Blockers
Clear Cache
Screen Resolution
Zoom Settings
Enable Cookies
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iPad Help
5
Safari | Disable Pop-Up Blockers
Safari | Allow Cookies
Safari | Clear Cache
Chrome | How to install on an iPad
Chrome | Disable Pop-up Blockers
Android Help
1
Chrome | Disable Pop-Up Blockers
Java
7
Java Install
Java Security Exceptions
Java Security Levels
JavaScript Security
Clear Java Cache
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Links
2
System Check Link
Current Version of JAVA Link
Ticket Processing - All Clients
Ticket Processing
20
General Admin Escalation
Login Request Response
Negative Rating (If user was upset but instructor assisted user properly)
No Account | Escalation to Admin
No Issue Stated | Not Enough Information
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Ticket SR Templates
17
Initial Email – V1 (Resolved)
Initial Email – V2 (Issue, expecting Response)
Initial Email – V3 (Inquiry/Request, expecting Response)
Initial Email – V4 (Update after Escalation)
Initial Email – V5 (Relaying Updates to User from Admin)
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Screenshot Requests
6
Requesting Screenshot for Completion Issue/Request
Screenshot Request for Course Completion Issue/Request – Module within Course
Screenshot Request for Course Completion Issue/Request – Multiple Modules
Screenshot Request for Course Completion Issue/Request – Multiple Courses
Screenshot Request for Course Completion Issue/Request - Known Course Completion Issue
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Chat Escalation Template
1
Ticket Summary Template
Basic Support - All Clients
Basic Support
8
LinkedIn Learning Support
Password Reset on Behalf of Someone Else
Multi Language Support
Phone Support Request
User Requesting eSkillz Company Information
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Phone Support - All Clients
Phone Support - All Clients
3
Introduction
Best Practices
Script Examples
DOC CLC
Client Information
4
System Requirements
Mobile Devices
DOC CLC | Government Shutdown
Proxy
Login Related
9
Not Able To Login SSO
Login Inquiry
Login Requests | No Personal Email Addresses
Password Reset Request | Except Census
Admin Password Reset | All Bureaus Except USPTO
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Account Related
3
Update CLC Account While on a Detail
Updating CLC Account when Switching Bureaus
Multiple Approved Accounts | User Works for Multiple Bureaus
Training Related
5
OLT
Certificates
Processing Training Approval Requests
Export CLC Transcript to Excel
Remove a Course from User's Transcript
Specific Training
12
Foreign Travel Briefing
2019-2020 No Fear Act
No Closed Captioning or Audio on Veterans Training Courses - Difficulty Reading
Property Management Courses | Completion Issues
Annual National Security Information Refresher Training
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Ticket Processing
5
Account Related
Course Related
CLC Admin Password Reset Escalation
User Requesting Assistance from a Personal Email Address
Property Management/Sunflower Courses Flash Issue/Inactive
