Admin Tips: A Guide to Self-Help Tools for Users
What if your BlackBerry® smartphone users could solve more of their own help-desk issues? How much time would that save for other IT projects? This month's admin tips give you effective self-help resources to which you can point your users.
TIP 1: GIVE USERS BLACKBERRY ANSWERS
Type a question, get an answer: the ultimate in effective self-help is BlackBerry® Answers. Users simply type a question into BlackBerry Answers and help is on the way.
Ask a question from a BlackBerry smartphone
To ask BlackBerry Answers a question while on the go, follow these steps:
- Go to mobile.blackberry.com from the BlackBerry® Browser.
- From the list of options, click Get help.
- Type the question, and then click the Ask button.
TIP 2: SEND THEM TO THE BLACKBERRY SUPPORT COMMUNITY FORUMS
Users can post questions to the Community Forums or search previous posts. There are thousands of posts from a wide range of topics—and many smartphone-specific.
The BlackBerry Support Community Forum is using Twitter to connect with customers. The BlackBerry Support Community Forum's Twitter page makes it possible to provide support in near real-time—providing answers as customers make the request.
TIP 3: PREPARE SELF-HELP DOCUMENTS AND TOOLS IN ADVANCE
You can save lots of time by preparing self-help documents and tools in advance. For example, if an issue keeps popping up for some users, prepare a new document to address the problem for everyone.
IT departments have had great success by preparing:
- Getting started instructions
- Dos and don’ts for corporate security
- Who to contact with support issues
- Support FAQs
- Training videos
- A company knowledge base
TIP 4: SUGGEST USERS SIGN UP FOR MYBLACKBERRY™
The more one knows about his or her BlackBerry smartphone the more likely they can solve problems themselves. (Or know enough to get into trouble, as the saying goes.) Along those lines comes the new and improved MyBlackBerry™ site.
This user-focused site customizes content based on users' smartphone models and their interests. They can get tips and tricks from other members—and ask for help.
TIP 5: NOTHING SAYS SELF-HELP LIKE A VIDEO
The Official BlackBerry Channel on YouTube™ is growing by the day with self-help videos. Topics range from managing Bluetooth® devices to how to use apps like BlackBerry® Messenger (BBM™). Here is a short list:
- BlackBerry® Media Sync
- Getting started (this category features dozens of videos)
- Voice and phone tips
- BlackBerry® Device Software update
- BlackBerry Learning Series
TIP 6: SMARTPHONE PRODUCT MANUALS
Oftentimes the best self-help answers come from the BlackBerry smartphone product manuals. These manuals are smartphone-specific and include step-by-step instructions and tips.
TIP 7: BLACKBERRY TECHNICAL SUPPORT CENTER (BTSC)
Provides technical support documentation, including knowledge base articles, product guides, and manuals, to let BlackBerry smartphone users troubleshoot various issues on their own.