Help Us Help You: Creating Informative Service Calls in Skyward Qmlativ

#Tips

Isabel Ward

by Isabel Ward

Isabel Ward Customer Success Rep

Read time:

Our mission is to deliver brilliant solutions that empower educators, staff, and the communities they serve. When you get stuck in Skyward, we want to help you get back on track as quickly as possible! That's where effective service calls come in. While phrases like "Help," "Account error URGENT," and "Call me" do grab our attention, they don't provide us with the necessary information to assist you efficiently. Read on to find out the best way to submit effective service calls and find resolutions faster.

To submit a Software Service Call, you navigate out to the Knowledge Hub where there will be an option at the top right that says, “Contact Us.” Only Support Contacts for your organization can submit service calls. If you do not have the “Contact Us” button and think you should, please contact the PDC coordinator at your organization. Below is the screen where you indicate your Software Issue. We will break down each area of this submission and indicate helpful items to include so we can get you a resolution.

Issue summary

This section allows you to indicate where in your database the issue is occurring. If your issue takes place across multiple modules or areas, please use your best judgement when selecting the Topic Area and be sure to clearly describe the issue in the next section.

The Issue Summary section of the Service Call Submission also asks for your “Product.” This is referring to the Qmlativ “Student” and “Business” systems. Please indicate Student or Business.

Briefly summarize your issue. Please be as detailed as possible in this short section. Try to avoid non-descriptive phrases such as “Help” or “Account Error” and please use this section to indicate where and what is occurring, as character limit allows. For example, instead of “Account Error” we may state “Journal Entry not saving due to Account Error.” This example indicates where and what is occurring, so we know where to begin when assisting.

Issue details

This section is where you will indicate severity and further describe the issue. This will include if the issue is an IT or Hosting issue, if it is an Internal Server Error, as well as allowing you to indicate what you were doing when the error appeared. This is the area where you will provide us more specifics on the issue that were not included in the Issue Summary Section. Helpful things to include in this section are:

Specifics, which modules, and screens were you visiting when this issue occurred?
Is the issue User Specific? Or is it affecting all users?
Is the issue affecting one specific group of users? Example, Employee Access Users.
Is the issue only happening at specific times or when a specific combination of tasks is completed?
Are you receiving an error message? Indicate what the error message reads, as well as where it is populating.

Contact information & attachments

In this section of the Service Call submission, please indicate your contact preference. In the field below contact preference please indicate any information we may need to know before contacting you. For example, an extension to reach your direct line or a time when you are unavailable, so we know to contact you outside of that time.

Finally, we have the Upload Attachments section. This area is especially important and incredibly helpful to us when we are viewing Service Calls. In this area you can upload screenshots of errors, Excel files, screen recordings, error logs, and any other information pertaining to the service call. Please include screenshots and if you are able, include the entire screen so we can better assist and narrow down what the issue may be.

Now that we have discussed the helpful items to include in your Service Call Submissions, we can help each other get you and your employees the necessary assistance efficiently.

Follow-up resources

For additional information on submitting service calls, visit the Help Center and check out Submit a Service Call and Support Center Service Calls.