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Questions relating to content

For content-related queries/issues, follow the guidelines below to ensure that we are responding to our customers in a timely and efficient manner.

T1 support receives a query "Where could I find questions of this type?", "Can you help me find this question?"
  • Tier 1 recommends the teacher to search by standard or curriculum outcome.
  • If the teacher can't still find the questions, we can say "We might not have those questions in our textbooks. I'll forward you to the Content Team. To help them with your query, could you please provide an example of a question that you're looking for and the subtopic you think it should be in?"
  • Upon receiving this information, T1 then assigns the conversation to the Content Inbox.

 

If it's a content request/suggestion, "I'd like [specific skill or subtopic] to be added to the ___ syllabus"
  • Tier 1 informs the teacher that the request will be forwarded to the content team.
  • Post request in the #au_book_feedback_and_support (AU) or #us-content-support (US)

 

For PT errors, the teacher asking to review the question, or answers marked incorrectly- it would be most useful when we have a direct link to the scorecard with the issue. 
  • Check if the teacher is sending a message directly from the question/scorecard.
  • If not, use the saved response 'Feedback on Specific questions'
  • Upon receiving this information, T1 assigns the conversation to the Content Inbox

 

For textbook queries (e.g. missing content, looking for a specific topic)
  • T1 asks for the curricula/textbook they are using
  • Upon receiving this information, T1 then assigns the conversation to the Content Inbox.

 

For content issues/bugs (e.g hints hidden in small screen):
  • Rochelle to reproduce the issue (if unsure - post a question on #contentsupport)
  • Create a support card, move to content support, and send a direct message to Erin G

 

Tier 2 support
  • For "Where could I find questions of this type?", "Can you help me find this question?"
  • Spend at most five minutes looking for the content and send back a reply either with a link to the textbook subtopic where they can find what they are after or with a note that we don't have that content, but that their comment will be noted as feedback for