AHS role FAQs

Here is help on the most common AHS activities and scenarios

Click the questions below to move to the answer posted in the replies below

Forums

1. How do I find out which questions need AHS to participate?

2. How do I decide the length of time AHS should allow for the community to answer a new forum question? Can I also indicate the level of urgency?

3. How do I track answers from the community?

4. I can’t answer this question. What should I do?

5. A question has been answered but not marked as correct by the asker so it’s ‘Replies’ box is blue not green, and remains in our ‘Unanswered’ AHS Moderation dashboard tab. What should I do?

6. Should I ever move a forum question to a Service Cloud ticket?

7. No-one is using this forum, what should I do?

8. How do I move a question into another forum? And when should I do this?

Escalation

1. When should I escalate a question to TRDC?

2. How can I track that an SME is progressing a question we
escalated to them?

3. When should I escalate a member comment to TR staff other
than SMEs?

4. My shift is ending but I have an urgent question, how can I
hand it over to a colleague?

Content

1. I’ve found some useful code hidden away in a forum answer,
how can I make it more prominent?

2. How can I make the forum posts more discoverable?

3. I’ve been asked to quality test some new API content. How
should I do this?



Site observations

1. I’ve found a bug on the website, who should I tell?

2. I have an idea to improve the website, who should I tell?

3. Do we have any site analytics to help us identify what is
and isn’t working well on the site?

4. The Q&A forum has gone down, what should I do?

5. The whole TRDCP site has gone down, what should I do?

Community mgmt

1. I hear we can see a member’s site usage before they asked a
question. As this will help me to understand what they’ve looked at before
entering the conversation, I can be prepared and not waste their time. Where do
I find this info?

2. A member of the community is not complying with our code of
conduct. What should I do?

3. Lots of TR developers are posting their questions in the
private ‘TR Internal’ forum. Is this okay?

Other Activities

1. Where can I find the Contact Us requests?

2. How do I manage Service Cloud requests?

3. There are no questions for me to answer, what other
activities can I perform for AHS?

4. I understand that AHS should follow a checklist at the end
of every project/query. What’s on this checklist?

5. A member is offering feedback, what should I do with it?

6. I have been asked to do some promotional work on an API.
What may this entail?

Tagged:

Answers


    Forum 1

    How
    do I find out which questions need AHS to participate?


    a.As
    an AHS member you can access the AHS Moderation dashboard from the dropdown
    under your name in the top right corner of the site .

    image

    b.The
    ‘Triage’ view displays new questions that AHS need to assess and decide on how
    long to allow the community to respond to before participating.

    c.The
    ‘Unanswered’ view displays the questions that need attention from AHS



  • Forum 2

    How
    do I decide the length of time AHS should allow for the community to answer a
    new forum question? Can I also indicate the level of urgency?

    • a.This
      is something we will evaluate and learn as we going along based on real life
      scenarios that arise. From these early experiences we will construct a Best
      Practises list. As forums in general do not hold the same level of service
      response expectation as help desks, we do not feel this is a problem. We also
      wish to encourage the community to participate and not refrain because AHS are
      always answering all questions (which is not scalable).
    • b.You
      should use your experience on the APIs user base and read the question
      carefully to discern not only the need but also the urgency where possible.
    • c.You
      may also need to consult the APIs SLA where available
    • d.If
      in any doubt, select Now in the Triage screen and immediately assign an owner
      from the SME list in the ‘Unanswered’ view
    • e.Remember
      to consult with, and report back your decisions to AHS/PS mgmt so that the Best
      Practises list can take shape
    • f.Currently
      the level of urgency is not available to a question, and so it may be difficult
      to quickly assess which questions in the ‘Unanswered’ view are the most urgent
    • i.For
      now look in the Unanswered’ view at the difference between the date of posting
      and the ‘Time since due date’ date to ascertain the triage period that was
      assigned
    • ii.This
      is to be assessed for improvement in 2016


  • Forum 3

    How
    do I track answers from the community?

    • a.The
      AHS moderation screen does not yet display new answers only new questions.
      Therefore the AHS agent will need to click into all public forums with sort as
      Active and look at the latest questions at the top of the list in order to
      discover new answers. AHS can then moderate the answers.
    • b.A
      triage feature for answers is planned for 2016
  • Forum 4

    I
    can’t answer this question. What should I do?

    • a.You
      should look for an appropriate escalation path to a TR colleague who is well
      placed to help the member
    • b.As
      well as the range of skills within the Platform Services team, representatives proposed by each API owners included in the Developer Platform have been
      briefed on using the platform and agreed to participate as active community
      members. There are also established support models for some of the mature APIs
      to which AHS can escalate to
    • c.When
      you have found someone who can help, add them as an owner
    • i.In
      the AHS Moderation dashboard Unanswered view click in the Owner box to the
      right of the question, and start typing their name
    • ii.Autosuggest
      will help you find that person in a dropdown. Select the person and their name
      will appear in the owner box.
    • iii.Notice
      that a 2nd box is now added below the 1st. This allows
      you to add more owners. If you are escalating outside of Platform Services you
      should add your own name in this 2nd box to register your vested
      interest. You should now keep an eye on this question to ensure that the SME is
      active with the member in solving their query
    • d.Here
      is the order of groups to review for appropriate escalation
    • i.AHS
      colleague in your region
    • 1.Speak
      to your colleagues also on rota, maybe you can solve it as a team
    • ii.AHS
      colleagues in other regions (if the question can wait) and all Platform
      Services Developers
    • 1.Find
      out who’s on rota and use the PS Skills matrix found in the AHS Hub site to
      identify a suitable colleague
    • 2.Email
      or call them if possible, or send out an email to the global team email asking for help
    • iii.API
      Providers & the official SMEs
    • 1.Check
      the SME contact list on the AHS Hub site to find an appropriate TR person to
      reach out to.
    • iv.Other
      SMEs

    Over time AHS will identify
    community members who are not TR developers but have earned the respect of
    their peers as an experienced user of this API who is generously willing to
    help others. These people can be called upon to help as their word holds weight

  • Re e.: What is the mechanism to contact, and report back our decisions to AHS/PS mgmt ?

  • it's upg.platformservicesalldevelopers@tr.com.

    I have added it in the text as a mailto link

  • Forum 5

    A
    question has been answered but not marked as correct by the asker so it’s
    ‘Replies’ box is blue not green, and remains in our ‘Unanswered’ AHS Moderation
    dashboard tab. What should I do?

    • a. Where
      there are replies to a question but none are marked as correct (blue), AHS can
      do one of two things:
    • i. The
      question asker should be contacted and requested to mark the answer as correct.
      Give the asker at least three days before contacting them.
    • ii. AHS
      can assess the answer to check if it is known to be correct. If AHS do not
      know, they can contact an SME to verify, and then mark as correct
  • Should I ever move a forum question to a Service Cloud ticket

    • a.AHS
      should move a forum question to a service cloud case when;
    • i.it
      is deemed that the client requires a personal interaction
    • ii.The
      question is more in-depth or technical than is appropriate to deal with in the
      public space of the forum
    • iii.The
      member requests a personal response in their post, or explicitly advises of a
      high level of urgency
    • iv.The
      question falls outside of AHS skill set and the appropriate subject matter
      experts are not participating in the forums as agreed
  • No-one is using this forum, what should I do?

    • a.First use the Analytics reports to analyse this
      forum and the API pages to see if members are viewing the threads, even if they
      are not adding comments, replies or new questions
    • b.Next contact the API Provider to relay to them
      the state of interaction and ask if this is a concern for them. Is their user
      base active and growing? Ask them for promotional ideas that may peak interest.
      Suggest they look at;
    • i.API
      Roadmap
    • ii.Offering
      new content that AHS could seed into the forum
    • iii.Events
      such as WebEx training, meet-ups or inclusion in a conference
    • iv.Sample
      apps that are reusable by clients and demonstrate API features
  • How do I move a question into another forum? And when should I do this?

    • a.Questions can be moved if AHS deem that they are
      not housed in the most intuitive Forum for the topic being discussed. A more
      common scenarios is likely to be that a thread appears in a private forum but
      is clearly valuable to the whole community and so should be made publicly
      accessible
    • b.The act of moving a question into another Forum
      is done through these steps
    • i.Enter
      the question page and clicks the gear Config icon image in the top right of the post.
    • ii.You’ll
      see a drop-down list with a choice of actions. Select Move
    • iii.Choose
      the desired Space from the dropdown list of Spaces and click OK
    • c.However before moving a question, you should
      carefully read through all the text and remove names, irrelevant comments, TR
      sensitive info, references and links to internal sources such as the hub, or
      inappropriate comments
    • i.To
      Edit click the Edit option from the Gear Config menu
    • ii.add
      or remove text,
    • iii.add
      an update summary at the bottom of the post
    • iv.click
      Save.
    • d.Edit tags
    • i.Review
      the tags attached to the thread to confirm they optimise discoverability
    • ii.This
      can be done using the Edit Tags feature (pencil icon)

      image in the question. Add tags and
      click Save

  • >>> "representatives
    proposed by each API owners"

    Can we have a list of these named representatives and their subject of expertise.

  • Thanks Gurpreet, I've updated both the text you mention, and the 'SME Contact List' near the bottom, with the correct link to the latest sheet, on the AHS Hub site. https://thehub.thomsonreuters.com/docs/DOC-1536587