Reporting Technical Problems
Last updated July 26, 2024
Encountering technical issues while using the Skillsoft platform can be frustrating, but reporting them promptly allows Skillsoft to address the problems and improve the user experience for everyone. Here's a guide to reporting technical issues effectively:
Identifying and Documenting Technical Problems
- Describe the Problem: Clearly explain what the problem is, including specific error messages, unusual behavior, or functionalities that are not working as expected.
- Provide Specific Details: Include as much information as possible, such as the exact steps you took, the time and date of the issue, the browser you used, and any other relevant context.
- Gather Supporting Evidence: Take screenshots of error messages or the problem you are experiencing. If applicable, record video or audio demonstrating the issue.
Reporting Technical Problems
- Use the Help Center: Open the Skillsoft Help Center and look for a "Report a Problem" or "Submit a Ticket" section.
- Contact Customer Support: Contact Skillsoft's customer support team through phone, email, or chat and explain the problem clearly.
- Provide a Detailed Report: If using an online form or ticket system, fill in the required information accurately and provide a comprehensive description of the issue.
Best Practices for Reporting Technical Problems
- Be Specific and Concise: Avoid vague or general descriptions. Provide specific details and steps to reproduce the problem.
- Use Technical Terminology Carefully: Use technical terms only if you are sure of their meaning. If unsure, explain the problem using simple language.
- Attach Supporting Files: Include screenshots, videos, or any other relevant files that can help illustrate the problem.
- Verify System Status: Check if there are known outages or maintenance scheduled on the Skillsoft platform.
- Consider Alternative Solutions: If possible, explore potential workarounds or solutions before reporting the issue.
Additional Tips
- Check Your Network Connection: Ensure a stable internet connection, as slow or unreliable connection can cause technical problems.
- Clear Cache and Cookies: Clear your browser's cache and cookies to see if it resolves the issue.
- Update Your Browser: Ensure you are using the latest version of your web browser.
- Stay Patient: It may take some time for Skillsoft to investigate and resolve the issue.
- Provide Feedback: Once the issue has been resolved, provide feedback to Skillsoft on the timeliness and effectiveness of the support provided.
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