ITS - Configuration/Troubleshooting guides

First start here:

• Make sure you can access the EAB Help Center!  Once in, I would start with this video: Help Center Overview

Now here:

• Module 2: Building Your Support Infrastructure
  • As the Navigate360 Application Administrator, you have two main responsibilities: Supporting end user trainings and questions and creating and updating Navigate360 configurations to best suit your campus' needs.  Module 2 guides you through the first, while Module 3 walks you through the second.  The App Admin may be the main point of contact when end users have questions about how to use the technology, but answering every question yourself would be difficult to sustain over time.  That is why it is critical to that you have a robust support system in place to ensure that you and your end users are able to surface and resolve issues/questions quickly and effectively. This module will provide guidance around how you can create this support structure at your institution.
• Module 3: Configuring your site.
  • As a Navigate360 Application Administrator, you will have the ability to create, modify and tailor workflows in Navigate360 to fit the needs of your institution. In this module, you will take a deep dive into the configuration options behind some of the major workflows in Navigate360. Now that Navigate360 is live, site updates, adjustments, etc. will first start with you. If you get stuck leverage the Help Center for guidance and then EAB will be able to assist you if you need further help!

Move Here and wrap up:

• Module 5: Troubleshooting like EAB’s Partner Support Team
  • EAB's Partner Support Team (PST) is a specialized unit dedicated to helping end users understand and use Navigate360 effectively. In this module, we will share our best troubleshooting tips and tricks to help Application Administrators maximize your ability to assist your end-users efficiently. We will walk you through common issues that arise and how to quickly pinpoint problems and craft solutions.  

If you need a reminder:

• Module 1 : Introduction to the Role
  • Have you been chosen as your institution’s Navigate360 Application Administrator (or "App Admin" for short), but aren’t sure exactly what your job will entail? Or maybe you’ve been in the App Admin role for a little while, but you need a refresher. Either way, you’re in the right place!  Application Administrator Onboarding consists of six fully On Demand training modules, paired with live learning opportunities, where you will learn more about the role and systems that will set you up for success.

Other Tips and Tricks:

• Don’t forget that we have tons of resources in the EAB Help Center that you can direct your end users too. I personally like the Feature Index and the Troubleshooting and FAQ section.
  • Feature Index – Direct your end users to learn more about key features and video tutorials on using them.
    • Strategic Care = Staff (Appointments, Alerts, etc.)
    • Smart Guidance = Navigate Student (Resources, etc.
  • Troubleshooting and FAQ
• Recently done trainings? Thinking about leading your own trainings?
  • Send this Help Center article: Getting Started with Navigate360. Here your users can watch two EAB led trainings for low lift actions such as setting up availability, and issuing alerts.
  • View this helpful area in the Help Center about training, and creating training plans.
• Make sure that you have set up a central inbox or a ticketing system in place, so end users don’t bombard your own email.
  • Schools usually do a GreenspringNavigate@blank.edu or something along those lines. EAB also can use this to set up a status page so you and others who need to know are notified for platform maintenance.
• Share out the Quick Start Guide!