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One True Knowledge Base (OTKB)

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Introduction and Overview

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Introduction

The One True Knowledge Base (OTKB) is where the BbSS Instructional Design Team stores centralized information, which is not specific to any client, but could be utilized for various support scenarios.

At this time, the information located in the OTKB is most commonly used for supporting the users of our eLS and Help Desk clients. Future plans for expansion include adding information for Student Services support.

The information in the OTKB is under continual improvement. Feedback and suggestions are greatly appreciated, and many times provide huge value to our advisors who are fielding inquiries from end-users.

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Accessing the OTKB

To access the OTKB, you must be connected to the Blackboard Student Services Network directly or via VPN.

• The OTKB links are added to client Knowledge Bases as needed

• The OTKB can be accessed via Quick Links in the ePortal.

• The OTKB can be accessed directly by adding a bookmark to your browser. (Click here)

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Top Level Categories Overview

Currently, the OTKB is broken down into seven (7) top level categories including:

• Browsers

• Plugins / Add-Ons

• LMS / ELS / SIS

• Operating Systems

• Security Apps

• Troubleshooting

• Other Info

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Drilling Down – What’s available?

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Browsers

Sub-Categories

• Internet Explorer & Edge

• Firefox

• Safari

• Google Chrome

Common Details• Clear Cookies, Cache,

Temporary Internet Files

• Accept Cookies

• Allow Pop Ups

• Auto-Refresh Site With Every Visit

• Bookmark-site

• Change Homepage

• Delete History

• Delete Stored Passwords

• Download File

• Enable Java

Common Details• Enable Java Script

• Increase Browser Cache

• Increase / Decrease Text Size

• Open Link

• Print

• Save Web Page

• Uninstall Browser Search Bars

• Browser Settings

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Plugins / Add-Ons

Sub-Categories• Flash Player

• RealPlayer

• Shockwave

• Java• QuickTime

• Windows Media Player

• Microsoft Silverlight

• Adobe Reader• Toolbars

Common Details

• Installing

• Updating

• Remove / Uninstall

Common Details

• Compatability

• General Information / Usage / Purpose

• Common Issues and Resolutions

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LMS / ELS / SIS

Sub-Categories• Blackboard

• WebCT

• Angel

• Moodle• Sakai

• D2LNote: The SIS and Portal areas indicate these are highly configurable and should follow client KB’s explicitly regarding the related support.

Notes

Once an LMS/eLS sub-category is chosen, the versions will appear where an advisor is able to drill down to the common details associated with that specific version / service pack of the LMS system.

Common Details

• System Requirements

• Known Issues / Common Problems - Resolutions

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Operating Systems

Sub-Categories• Windows

• Macintosh OSX

• Linux

• ANDROID

• iOS (iPhone, iPad)

Common Details• Obtain IP Address

• Obtain MAC Address

• Computer Name

• Cut / Copy / Paste

• Recycle Bin

• Determine OS Version

• Browse Files / Explore Files

• Basic Navigation

• Memory

• Screenshot

Common Details• Uninstall Program

• Install Program

• Common Error Messages

• Manage Hardware (System Devices)

• Included Applications

• Connect To Wireless

• Connect To Network

• Managing Local System Users

• Password / OS Access

• Change default programs

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Security Apps

Sub-Categories

• Norton

• McAfee

• Avast

• AVG

• Kapersky

Common Details

• Temporary Disable

• Open Ports

• Adding Exception

Common Details

• Update

• Uninstall

• 3rd Party Resources (External Links)

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Troubleshooting

Sub-Categories• BBSS Common

Issues

• Printers

• Scanners

• Monitor

• Network

• WIFI

• USB

• Remote Assistance - Team Viewer

Common Details• The BBSS Common Issues contains

troubleshooting for specific common issues as provided by the Ops Team and advisors.

• Each of the Hardware / Devices sub categories provide the most common troubleshooting for each device.

• The Remote Assistance – Team Viewer section provides instructions for Advisors to use Team Viewer to provide remote support.

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Other Info

Other BbSS Info• Client AM Assignments

• Phonetic Alphabet

• Handling Emergency Calls

• OUTBOUND PORTALS

• PARATURE

• SIMS (Advisor Desktop / Service Desk)

• TIME ZONES

• AREA CODES

• After Call Surveys List

Other Software• Microsoft Office

• Google Apps

• Remote Desktop

• Open Office

• VPN

• Active Directory

• LDAP

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Providing OTKB Feedback and Suggestions

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Providing Feedback and Suggestions for OTKB Content

To send feedback specific to the OTKB, click the “REQUEST NEW TOPICS, REPORT CONTENT ISSUES, AND PROVIDE FEEDBACK – CLICK HERE” link under the heading. Fill out the form and submit. The feedback is stored in an Excel spreadsheet for our Instructional Design team to review.

With the feedback and suggestions from Advisors, Supervisors, Managers, and Support personnel, the OTKB can be enhanced to provide the best possible customer experience for both internal and external customers.

When requesting new information to be added, remember the OTKB should never contain client specific information. Requests for information specific to a client institution (such as Georgetown, Pima, Ivy Tech, etc…) should be submitted via the KB Article Feedback feature in SmartView Advisor Desktop.

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QUESTIONS / COMMENTS / FEEDBACK?

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One True Knowledge Base (OTKB)

THANK YOU FOR YOUR PARTICIPATION!