The Learning Center provides a knowledge base specific to your Frontline application, including help resources (articles, videos, courses, etc.) and possible additional offerings, such as chat, ticketing, and Community.
Click a hyperlink below to jump to that topic:
Accessing the Learning Center
To reference the Learning Center (and your Support options):
- Click the Help Resources icon in your application's top purple bar. This selection opens a menu.
- Click the "Frontline Support" option. This takes you to the Learning Center.
Once in the Learning Center, the following options may appear across the top of the page, based on permissions and visibility: Community, Create a Ticket, View My Tickets, and Chat. Reference a walkthrough of each in the examples below.
Community
The Community is a collaborative space within certain Frontline solutions to help permissioned users connect across different organizations. In a Community, you can:
- Exchange ideas with peers in other organizations.
- Network with colleagues from different districts and organizations.
- Learn best practices by sharing experiences with other users.
Create a Ticket/View My Tickets
Click Create a Ticket to be taken to a request form. In this form you can:
- Enter the subject of your request and a description.
- Attach files.
- Indicate the reason and impact of this request.
- CC other team members for information purposes.
*Any CC'd requests will appear in that user's "My Requests" section, as explained further below.
When typing out your subject, you will be presented with possible matches to articles that may help answer your question. Click the link to one of these articles to access its information.
Once you are finished, click Submit. The system will submit your request and provide updates via the "View My Tickets" section.
View My Tickets
Click View My Tickets to see a record of your current and previous tickets. In this section you can:
- Check or manage the status of your tickets (i.e., "Open" for nonresolved or "Solved" for completed).
- Search for specific tickets.
- View requests that other Administrators have CC'd you on.
If you select a specific link (via the "Subject" column), you can:
- Access prior chat transcripts.
- View ticket conversations.
- Mark an inquiry as resolved.
Once a request is "Marked as solved," the status will change to "Solved," as indicated in the "Status" box.
Chat
Click Chat to bring up a chat box. Here, you can type in the topic you would like to chat about and see results. Try to be specific and include key details or keywords that can help with your search.
By navigating away from the chat window, the box may no longer become visible. If this occurs, click Chat at the top of the page to resume your recent conversation. The existing conversation will be listed in the chat window.
If the help response does not resolve the issue, you may also have the ability to connect with a live support representative. Prompt the chat to connect with Support if this applies. You can type similar entry prompts such as, "speak to support representative" or "connect with support," or you may see/select an immediate "Live Chat" and "Start Chat" option.
A Support representative will join the chat, and the system will indicate that a live chat is now in progress.
Complete the chat and close the window when finished.