Customer Set Up & Support

When the MEL website is down or you encounter a bug in the system, the appropriate contact would be Technical Support. They are the experts who can assist in resolving technical issues and provide assistance in getting the website back up and running smoothly. Chris Morris and your line manager may not have the technical expertise required to address these specific problems, so reaching out to Technical Support is the most suitable option.

To give teachers the best possible experience in the set-up process, it is important to not only provide them with access codes but also to set up their courses, provide them with login details, and agree on the user training process. By setting up their courses, teachers can save time and effort in organizing their materials. Providing login details ensures that teachers can easily access the platform. Additionally, agreeing on the user training process ensures that teachers receive proper guidance and support to effectively use the platform, ultimately enhancing their experience.

Providing teachers with how-to documents and letting them sort things out for themselves is not a good way of providing initial user training for teachers. This method lacks direct interaction and guidance, which may lead to confusion and ineffective training. Face-to-face training and hands-on training with a champion user from the institution are more effective ways of providing initial user training as they allow for direct interaction, clarification of doubts, and practical application of the training material.

If the Local Support is unable to solve the technical issue re MEL, they should escalate it to the Regional/Global Support. This is because the Regional/Global Support team has a higher level of expertise and knowledge to handle complex technical problems. They have a wider scope of resources and can provide more advanced solutions to resolve the issue effectively. Escalating the problem to the Regional/Global Support ensures that it receives the necessary attention and support from the appropriate team.

Customers usually contact the Sales Rep first when they have product-related issues with MEL. This is because the Sales Rep is the main point of contact for customers and is responsible for managing the customer relationship. They have a deep understanding of the product and can provide immediate assistance or direct the customer to the appropriate resources for resolution. The Sales Rep is also familiar with the customer's specific needs and can provide personalized support.

The correct answer is "MEL website, Beginning of August." This means that the Global How-to documents will be available on the MEL website starting from the beginning of August.

The first step in the Post-Sale is to talk to the customer and clearly understand how they are going to use the MEL (presumably a product or service), what their goals are, and agree on the steps together. This step is crucial as it allows the seller to gather important information about the customer's needs and expectations, ensuring that the subsequent steps in the Post-Sale process are tailored to meet those requirements effectively. By engaging in this conversation, the seller can establish a strong foundation for a successful partnership with the customer.

The question is asking for the option that is not a technical support issue. The options "One of the activities is not working, I get an error message" and "I can't login, I forgot my password" both involve technical difficulties that would require technical support. However, "How can I register with my access code?" is not a technical issue but rather a question about the registration process, which can be answered without technical assistance. Therefore, the correct answer is "How can I register with my access code?"

The correct answer is the Super-User in your market. The Super-User is someone who has in-depth knowledge and expertise about the MEL system in your specific market. They are the go-to person for any queries or issues related to MEL. They are familiar with the system's functionalities and can provide guidance and support to resolve any concerns or questions. Contacting them first ensures that you receive accurate and relevant information specific to your market's MEL system.

The correct answer is "How to assign a test." This is because an FDOC (Faculty Directory of Courses) typically includes information related to course registration, gradebook access, and support services. However, the process of assigning a test is not typically included in an FDOC as it is specific to the instructor's teaching methodology and may vary from course to course.