Knowledge base
USTA Leadership Lab
Client Information
6
Client Information
System Requirements
Mobile Devices
IT Helpdesk Information
User Types
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Login Related
5
Login Inquiry | START HERE
SSO (National Staff)
Login Request (Board of Directors and Committee Members)
Login Request (Section/District Staff)
Login Inquiry | No Access Yet
Account Related
9
No Account | START HERE
No Account (National Staff)
No Account (Non-National Staff)
Account Related Issues (Board of Directors)
Account Information Incorrect
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Basic Support
2
Non-LMS Related Inquiry
Blue Ocean Brain
Training Related
5
Navigation
WBT
ILT/VILT
Required Training
Reporting
Specific Training
1
ILT | USTA Inclusive Leadership Training: Leading with Appreciation, Awareness, and Accountability
Performance Management
1
Performance Management Related Inquiries
Ticket Processing
3
Escalation Procedure
Account Merge Request | Update to User
Official & Committee Member Accounts | Update to User
USTA Leadership Lab (Performance)
Performance Management
3
Performance Management
Goal Setting
Goal Setting and Approval | Manager
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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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
Phone Support - All Clients
Phone Support - All Clients
3
Introduction
Best Practices
Script Examples
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
View all 6
Chat Escalation Template
1
Ticket Summary Template
