2. Signing on to the Training Site Open Internet Explorer

3. Type in familysearchsupport.org

4. Click TrainingSystem

5. This is the training site sign-on page. Enter a user name. Use one of the following: agent_1, agent_2, agent_3, etc. Enter password as your password Select your time zone from the drop down list Select your language from the drop down list

6. Answering Emails Click on NA Area Support

7. Here is a list of available cases for you to accept. To view a case click on its title.

8. You can read the patron’s email at the bottom of the screen under Email In. For now Don’t Worry about any of the other activities. Such as Dispatch, Yanked, etc. Read through the email and decide whether you wish to answer it. If you do not want to answer the email, click the grey X in the upper right corner. If you want to answer the email, click on Accept Case.

9. Now that you have accepted the case, you need to edit it. To edit the case, click on case edit.

10. This is the edit screen. On this screen we categorize the case. First make sure the title accurately describes the problem.

11. Now choose the category, sub- category, etc. from the drop down lists. Click save to save your changes.

12. Now we need to find an answer to the question by clicking on Find and Attach Answer.

13. To find an answer to the question, first type the keywords here. This is the knowledge base. Next choose a topic. Then click Search.

14. Find an answer that applies and click on the blue text.

15. Highlight the answer and press ctrl-c.

16. Now exit from the answer screen.

17. Now close the Knowledge Base window.

18. Reply By E-Mail Now we can answer the question by clicking reply by email.

19. Replying by email Enter a relevant subject Start your email with Dear Sister... Dear Brother... Etc. Enter an appropriate introduction. Paste the knowledge base article by pressing ctrl-v. Finish with Sincerely, then Family History Support, then your initials When finished writing the email, click send.

20. You have answered the patron, so now we need to close the case by clicking Close Case.

21. Choose how the case was resolved. In this case we got our information from the knowledge base. Now click Close Case

22. You have now returned to the NA Support Queue where you can find another email to answer. If you do not want to answer any more emails, click the red X in the upper right corner.

23. Last Modified: 10 Apr 2006 Elder Nicholas Stoddard Please see the handouts associated with this lesson.handouts