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5.1 - Knowledge Base

Steps to access the Help and Support section in AgriNous for troubleshooting and guidance.

 Using the Help & Support Tab to Find Answers and Contact Support

Objective

This SOP explains how to use the Help & Support tab to search the knowledge base for answers and, if needed, contact the support team. It is designed to help team members quickly find guidance and escalate issues when self-service resources are not enough.

Key Steps

1. Open the Help & Support tab 0:00

  • Go to the side menu and select Help & Support.
  • Use this tab whenever you need assistance or are experiencing an issue.
  • This is the starting point for both self-service help and direct support access.

2. Search the knowledge base for an answer 0:08

  • After opening Help & Support, you will be taken to the knowledge base.
  • Use the search box to look up your issue or question.
  • Enter a clear search term, such as "how to create a sale lot".
  • Review the article results for an overview and any available instructional video.

3. Browse the help menu to locate relevant topics 0:33

  • If you prefer not to search, use the menu to navigate through help topics.
  • Look through the available categories to find the area related to your issue.
  • Use the menu to move around the knowledge base until you find the most relevant article.
  • Ignore unrelated sections if they do not apply to your task.

4. Use the Yard Now section when looking for platform-specific guidance 0:48

  • If you are trying to find guidance related to the main platform area, navigate to YardNous.
  • Use this section to locate the information you need when searching or browsing the knowledge base.
  • Focus on the section that matches your task rather than unrelated offerings.

5. Contact support if you cannot find the answer 0:58

  • If the knowledge base does not resolve your issue, go to the Contact option.
  • Call the support number provided in the Help & Support area.
  • Follow the phone prompt and press 1 for the sale of yards.
  • Wait to be connected to a support representative.

Cautionary Notes

  • Do not rely on support as the first step; always check the knowledge base first.
  • Make sure you are using the correct support option when calling, so you are routed properly.
  • Some menu items may not be relevant to your needs, so focus on the section that matches your task.
  • Support availability may vary, so be prepared to wait briefly before speaking with someone.

Tips for Efficiency

  • Use specific search terms to get better knowledge base results.
  • If you already know the topic, browse the menu instead of searching.
  • Keep the support number handy for quick escalation when self-service does not solve the issue.
  • Review any article videos or overviews before calling support, as they may answer your question faster.

Link to Loom

https://loom.com/share/101b192575774edf9322f1a68c5392c6