It’s no surprise that Parkland students take online classes for the convenience they offer: Students can work during the day and take their classes at night—at home, in their pajamas. However, taking classes this way can create an issue when students run into problems of a technical nature and all of the help desks are closed.
That is why Parkland now offers a unified support desk and a 24/7 DIY (do-it-yourself) knowledge-base that is full of articles to help students with simple technical issues. Here are some ways you can use the knowledge base:
Example 1: Say you forgot your password. You can go to http://kb.parkland.edu and type “forgot password” into the search bar (see below) and click Search.
You’ll find that the results link you to an article titled Resetting your ParklandOne password. Click the article link, and you’ll get a step-by-step guide, including visuals, that walks you through the process.
The nice thing about the ParklandOne program is that when you forget the password, the reset will be good for all Parkland systems (Wi-Fi, student email, and my.Parkland; Cobra Learning will be added to this list in December 2015).
You can also search for Cobra Learning assistance as well. The search engine for the knowledge-base will search WITHIN the article as well…so even if you don’t know the exact terminology of the issue, you should be able to get a smaller number of articles from which to choose to get a resolution.
Example 2: Say you lost your Internet connection while taking a timed quiz in Cobra Learning! If you go to the knowledge-base search and type in “lost Internet connection”, it will give you a link to an article titled Cobra Learning – Tips for Taking Quizzes (see below).
In this article, you can find steps on how to try to regain entry into a quiz after losing Internet connection or if your browser freezes up, as well as other recommended tips for taking quizzes in Cobra Learning.
So, while we can’t offer you 24/7 tech support, we can offer you the next best thing: a knowledge-base with articles written specifically for Parkland users and arranged in a way that is easy to search and locate the assistance you need when you need it.
We are always open to requests for additional article topics, so if you can’t find your answer, let us know, and we’ll work to create one and add it for future reference.
[Lori Wendt is the online support specialist for the Professional Development and Instructional Technology department at Parkland.]