Knowledge base
DOC USPTO CLC
Client Information
2
IT Help Desk
Supported Browsers | USPTO Only
Login Related
6
SSO
Login Inquiry
Non-SSO | Password Reset
Admin Password Reset | Active Account
Password Reset for Admin Account | Inactive Account
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Account Related
5
Account Incorrect Information
Username Change
Inactive Account
Inactive Account | Contractor
No Account
Basic Support
1
External USPTO Support
Training Related
8
Navigation
OLT
ILT/VILT
Timesheet Entry Training Code for My Class
Remove a Course from Transcript
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Specific Training
4
USPTO Telework Recertification (Mandatory Course)
Active Shooter - Contractor
Telework Refresher CBT
Annual Ethics Training
Supervisor/Manager
4
Incorrect Supervisor Listed
Will My Employee Get an email Notification When I Assign them a Course?
Out of Office Feature for Approvals
Supervisor | How to Remove a Course I Assigned to an Employee
Ticket Processing
6
SSO Errors/Issues
Inactive Accounts
No Account
CEU Credits
How Do I Find the ILT Admin Contact Information?
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Master System Check - All Clients
Browser Related Inquiries
5
What is a Browser?
Why Should I Disable My Pop-Up Blocker?
What Does Clearing My Cache Do?
How to Copy and Paste | Windows
How to Return to Course Window
Chrome Windows & Mac | Latest
10
Allow Pop-ups, Sound and Images
Pop-up Blocker
Allow Images
Allow Sound
Clear Cache | Windows
View all 10
Microsoft Edge | Latest
7
Allow JavaScript, Popups, and Images
Allow Images
Clear Cache
Adjust Zoom
Enable Cookies
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Firefox Windows and Mac | Latest
6
Pop-up Blockers
Clear Cache
Enable Cookies
Zoom Settings
Private Browsing Mode
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Mac Safari | Latest
6
Pop-up Blockers
Clear Cache
Screen Resolution
Zoom Settings
Enable Cookies
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iPad Help
5
Safari | Disable Pop-Up Blockers
Safari | Allow Cookies
Safari | Clear Cache
Chrome | How to install on an iPad
Chrome | Disable Pop-up Blockers
Android Help
1
Chrome | Disable Pop-Up Blockers
Java
7
Java Install
Java Security Exceptions
Java Security Levels
JavaScript Security
Clear Java Cache
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Links
2
System Check Link
Current Version of JAVA Link
Ticket Processing - All Clients
Ticket Processing
20
General Admin Escalation
Login Request Response
Negative Rating (If user was upset but instructor assisted user properly)
No Account | Escalation to Admin
No Issue Stated | Not Enough Information
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Ticket SR Templates
17
Initial Email – V1 (Resolved)
Initial Email – V2 (Issue, expecting Response)
Initial Email – V3 (Inquiry/Request, expecting Response)
Initial Email – V4 (Update after Escalation)
Initial Email – V5 (Relaying Updates to User from Admin)
View all 17
Screenshot Requests
6
Requesting Screenshot for Completion Issue/Request
Screenshot Request for Course Completion Issue/Request – Module within Course
Screenshot Request for Course Completion Issue/Request – Multiple Modules
Screenshot Request for Course Completion Issue/Request – Multiple Courses
Screenshot Request for Course Completion Issue/Request - Known Course Completion Issue
View all 6
Chat Escalation Template
1
Ticket Summary Template
Basic Support - All Clients
Basic Support
8
LinkedIn Learning Support
Password Reset on Behalf of Someone Else
Multi Language Support
Phone Support Request
User Requesting eSkillz Company Information
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Phone Support - All Clients
Phone Support - All Clients
3
Introduction
Best Practices
Script Examples
DOC CLC
Client Information
4
System Requirements
Mobile Devices
DOC CLC | Government Shutdown
Proxy
Login Related
9
Login Inquiry
Not Able To Login SSO
Login Requests | No Personal Email Addresses
Password Reset Request | Except Census
Admin Password Reset | All Bureaus Except USPTO
View all 9
Account Related
3
Update CLC Account While on a Detail
Updating CLC Account when Switching Bureaus
Multiple Approved Accounts | User Works for Multiple Bureaus
Training Related
5
OLT
Certificates
Processing Training Approval Requests
Export CLC Transcript to Excel
Remove a Course from User's Transcript
Specific Training
12
Foreign Travel Briefing
2019-2020 No Fear Act
No Closed Captioning or Audio on Veterans Training Courses - Difficulty Reading
Property Management Courses | Completion Issues
Annual National Security Information Refresher Training
View all 12
Ticket Processing
5
Account Related
Course Related
CLC Admin Password Reset Escalation
User Requesting Assistance from a Personal Email Address
Property Management/Sunflower Courses Flash Issue/Inactive
