Issue Management

The Support KB contains product information and troubleshooting instructions for learners and administrators of Skillsoft products.

The Live Help feature allows users with navigational, usage and technical questions to connect with a Customer Support Representative in a live forum. In this forum they receive one-on-one support. Live Help can be accessed by:

• A shortcut from the Login Page
• Within the Help section of the product itself
• Access this web page: http://support.Skillsoft.com/livehelp/

Live Help support is available on a 24/7 basis to customers that opt to allow access to that support feature and carries an average delay response goal of 60 seconds. When customers enter the chat queue, they will be brought to a page requesting some information. Once the customer enters the information, the next available Support Customer Representative engages in one-on-one support.

The following flowchart displays the process of handling support requests via Live Help.

Skillsoft provides telephone support to all eligible customers on any of the products developed or distributed by Skillsoft. The following flowchart shows the process of handling support requests via telephone.

ACD (Automatic Call Distribution)

The caller to Skillsoft Customer Support is presented with a menu of choices using an ACD system. This system allows calls to be routed to individuals with the highest skill sets for that caller's particular question or problem.

The average call time delay response goal: 90 seconds

Call Back Feature

If a customer chooses this option while waiting in the ACD queue, they will maintain their priority and receive a call back from the next available Agent.

Voice Mails

If customers call during a period where all representatives are already engaged with customers, and the Call Back feature is not selected, they will automatically be prompted to leave a Voice Mail after waiting no more than 12 minutes in the queue.

The average voicemail response goal: 2 hours

Customers may e-mail Customer Support at support@Skillsoft.com. All email queries to this address will receive an automated response to their submission which will include their “Thread ID” for that issue. Subsequently, a Skillsoft representative will provide an initial response to the customer email within 24 hours of receipt of said message.

The average email turnaround goal: 12 hrs

The following flowchart displays the process of handling support requests via e-mail:

Email escalations

All issues deemed too complex to be resolved efficiently by email correspondence or issues that require handling by an external Skillsoft support entity (i.e. Application Engineers, Development, Operations, Hosting etc.) are moved to a Salesforce case for appropriate tracking and escalation. See Escalations for additional details.

Additionally, email requests are moved to telephone support (with an accompanying Salesforce case) under the following circumstances:

• Following a response from a customer indicating that no resolution to their issue was realized after receiving and attempting any of our “broad spectrum” troubleshooting emails.
• When the issue has not been resolved after three correspondences with the customer.

• The e-mail sent to the customer requesting to move the issue to telephone support contains all of support’s contact numbers in addition to an offer for a call back if that is deemed more convenient to the individual.
• If the customer fails to make contact with support within one business day, a second attempted e-mail contact will be initiated. If the customer still fails to contact support within one additional business day a final contact will be attempted. This final contact will apprise the customer that we hope their lack of response is due to their issue being resolved, but that we are ready to assist if required. They will be instructed to contact support quoting their existing case number so that their issue can be reopened if the issue persists. At this point the Salesforce case will be moved to a CLOSED – NO RESPONSE status.

The web form can be accessed via this link:https://support.skillsoft.com/submitacase

The following flowchart displays the process of handling support requests via the webform:

Company Administrators are granted access to the ‘Skillsoft Support Community’ to submit and manage cases. Please reference this guide for more information on how to access the community.

Content issues should be documented in as much detail as possible through email, web form or reported by phone. Content issues are fully resolved, on average, in less than 20-days from the point of initial trouble report from a customer. Skillsoft Customer Support does have the ability to escalate content issues deemed critical/sensitive in nature to ensure the promptest possible resolution time.

1. First-level Customer Support Representative replicates the issue.
2. The Representative gathers the information (Screen shots, location of error, course title and number, etc.)
3. Once isolated, the issue is labeled with a priority, and assigned a case number. The Customer Support Representative escalates the issue to the content review group.
4. The Skillsoft Quality Assurance team informs Customer Support of the content issue resolution and, subsequently, when the updated content has been re-released.
5. Throughout this process Customer Support continually contacts the client with updates and closes the case once resolved.