9am Product Support Training Agenda

Product Support Training Agenda The purpose of the FamilySearch Support training is to prepare a missionary to use the core systems and processes to assist patrons with family history questions. The training is a blend between live labs, recorded classes, self-paced online courses, practice, and applying what is learned. The training is divided into 6 learning segments that build on one another incrementally. It is important that you complete the training in the order outlined below. It will take approximately 2 months to complete the training program.

Legend

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Live meeting or lab session Online course Recorded class Practice Check your performance Live Service

Training Agenda demonstration Orientation

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Missionary Welcome and Orientation Area Support Missionary’s Guide Complete the Before You Begin Your Training Checklist Skype Create your own Skype account Use Skype to find answers Skype Use your assigned Skype group chat Understanding Your Calling Understanding Your Calling for Area Support Missionaries–Orientation Study the Church Handbook of Instructions, Book 2, Section 9 FamilySearch Support Statement, Standard, and Processes Overview FamilySearch Support Statement, Standard, and Processes Core Tools Family History Department Intranet site Complete the FamilySearch Skills and Interest Survey Orientation

November 30 @ 9 a.m. MST

December 1 @ 9 a.m. MST

December 2 @ 9 a.m. MST

December 4

Segment One  New FamilySearch Lesson 1 ONLY  How to reset a password in the new FamilySearch (JIT)  How to validate membership credentials in the new FamilySearch (JIT) Registration and Administration  New FamilySearch Lessons 3–4 ONLY Navigate, Search, Add, and Edit Information  New FamilySearch Lessons 2 and 5 ONLY Combining Duplicates and the Temple Process  New FamilySearch practice  New FamilySearch Lesson 6 ONLY Teach Self-help using the Help Center  More New FamilySearch practice  Segment One–Product, Indexing, and FHC Support

December 7 @ 9 a.m. MST December 8 @ 9 a.m. MST December 9 @ 9 a.m. MST

December 10 @ 9 a.m. MST December 11

Segment Two    

Family History Support System Lessons 1–2 ONLY Finding an answer Practice using the knowledge base Edit or Recommend Content Find and Teach using the Knowledge Base  Answer your own questions  How to Apply Temple Policy to Patron’s Temple Policy Questions (JIT)  Segment Two–Knowledge Base

December 14 @ 9 a.m. MST

December 15

Segment Three  How to Use the inContact Telephone System (JIT: Just In Time)  How to Use the InContact Phone System Using inContact  Practice using inContact Apply Standard and Process to telephone calls  Role-play phone conversations  Segment Three–inContact and the Standard and Process

December 16 @ 9 a.m. MST December 17 @ 9 a.m. MST December 18

Segment Four  Family History Support System Lessons 3–5 ONLY  Answer an e-mail Is This the Right Answer?  Practice answering e-mail  Quality Assurance Overview Answer an e-mail  Practice using the Standard and Process with e-mail Apply Standard and Process to e-mail  Segment Four–Answer E-mail  Answer e-mail E-mail Best Practices

December 28 @ 9 a.m. MST

December 30 @ 9 a.m. MST January 4 @ 9 a.m. MST January 5 January 6-8 January 11 @ 9 a.m. MST

Segment Five        

Family History Support System Lesson 6–8 Create a telephone case Practice creating phone cases Answering telephone calls Answer a telephone call Role-play the common patron questions Case Analysis Segment Five–Answer Phone Calls Answer phone calls and e-mail Complete the Training Survey Meet your new mentor and missionary group

January 13 @ 9 a.m. MST January 14 @ 9 a.m. MST January 15 January 18–29 January 29 @ 9 a.m. MST