AHS role FAQs

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?

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Accepted answers

All comments

Andy Rhodes

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 .

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

Andy Rhodes

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

Andy Rhodes

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

Andy Rhodes

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 2^nd box is now added below the 1^st. This allows
you to add more owners. If you are escalating outside of Platform Services you
should add your own name in this 2^nd 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

Christiaan Meihsl

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

Christiaan Meihsl

What is the global team email ?

Andy Rhodes

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

Andy Rhodes

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

Andy Rhodes

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

Andy Rhodes

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 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)
in the question. Add tags and
click Save

Andy Rhodes

testing the mention feature @Andy Rhodes

Gurpreet

>>> "representatives
proposed by each API owners"

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

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