Canvas Service Cloud Tier 1 Knowledge Base Articles

Canvas Service Cloud Tier 1 Knowledge Base Articles

This Article contains a link to a spreadsheet detailing each Orbis Partner Site's response to the Canvas Knowledge Base (KB) Articles.
  1. The KB Articles are used by the Canvas Tier 1 Support Reps to address non-Canvas related tickets and to assist in the escalation of Cases on behalf of Course Delivery Support. 
  2. The Articles provided are for the Partner Sites housed on the Orbis Instance of Canvas. We are working with Canvas for the remaining Partner Sites.
  3. This Ed-Tech Services Article is effective as of January 2023.
 Below are the question types.  The answers are available using the link provided below.
KB Questions:
  1. Can’t Login/Password Reset Questions: “I’m unable to log into Canvas.” 
  2. Enrollment/Registration Questions: “I’m not enrolled in my course/how do I enroll in a course?” 
  3. General/IT Help Desk Questions: “I need help with my onsite printer/I’m unable to log into my email account.” 
  4. Canvas Training/Instructional Design Help & Questions: (Faculty only) “Where can I get institution specific information in order to help set up my course?” 
  5. Cross-list Sections Questions: (Faculty only) “How do I cross-list my course?” 
  6. Teacher is requesting to add a Student or TA Questions: (Faculty Only) - “How do I add users to my course?” 
  7. Financial Aid/Tuition/Transcript Questions: “How can I apply for Financial aid/Where can I go to receive transcripts?” (May not apply for K12 Institutions)
  8. Teacher is requesting a new course Questions: “How do I create a new course?” 
  9. Video Conferencing Tool* Questions: “How do I get assistance with this web conferencing tool?” 
  10. External Tool* Questions: “How do I get assistance with this particular external tool?” 

*These are any video conferencing tool or external tool used by your school, one entry for each specific tool. 
  For example:  Video conferencing tool: Zoom
                          Video Conferencing tool: Microsoft Teams
                          External Tool: Turnitin
                          External Tool: McGraw Hill etc.

Orbis Instance Canvas Tier 1 Support Rep KB Entries

If any entry is out-of-date, please notify the Ed-Tech Services, Canvas OnSite Support Team. 
Your updates will ensure the Articles used by the Canvas Tier 1 Support Reps are accurate.
We appreciate your support.


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