When a current student, prospective student, alumnus, or other customer reaches out because they are struggling with technology, the recommend the following resources or send this to them for additional assistance.
IT Help Desk Assistance
Let the customer know that the IT Help Desk is available to assist with technology questions and can walk them through tasks as needed.
Call or Text: 937-766-7905
Email: techhelp@cedarville.edu
Hours and Support Information: Information Technology Contact Us
If the Help Desk is closed, customers may leave a voicemail. The voicemail will create a ticket for Information Technology to follow up on. Encourage the customer to include the best time to reach them in their message.
Information Technology Knowledge Base
Recommend the Cedarville Information Technology Knowledge Base for instructions on common technology questions and issues.
Cedarville Information Technology Knowledge Base: Cedarville Information Technology Knowledge Base.
ChatGPT
ChatGPT can be a helpful resource for customers who need step-by-step assistance with a technology task. When appropriate, recommend Cedarville's available AI and ChatGPT resources for additional information and guidance. You can also direct them to the AI/ChatGPT section of our Knowledge Base.
Customers can also use ChatGPT as a technology tutor by entering a prompt such as:
“Act as a technology tutor working with a beginner user. Provide clear, step-by-step instructions on how to. . .”
The customer can fill in the blank with the task they are trying to complete.
For example:
“Act as a technology tutor working with a beginner user. Provide clear, step-by-step instructions on how to create a chart in Excel.”
YouTube
YouTube can be helpful for customers who prefer to see a task demonstrated.
Note: Recommend recent videos because technology changes quickly. Instructions for programs such as Excel, Word, and PowerPoint may be outdated in older videos.
Official Help Pages
Recommend help pages provided directly by the platform the customer is using. These pages are maintained by the provider and are generally kept current.
Examples include:
When possible, send the customer a link to the specific help article that addresses their question rather than only directing them to the main support page.
Still Need Help?
If the customer is still unable to complete the task after using the recommended resources, continue assisting them through the IT Help Desk or create/escalate a ticket as appropriate.
Information Technology Contact Us:
Client Portal Contact Us