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Blockers and "I Am Stuck"

Blockers and "I Am Stuck"

What is “Ask for Help”?

“Ask for Help” is a feature that allows Team Members to virtually ask their Mentors for help whenever they are stuck on a Path.

Examples of when a Team Member may use this:

  • There are missing instructions that prevent the Team Members from completing their Task.

  • There are erroneous instructions that are resulting in issues or errors that the Team Member does not know how to resolve.

  • There are typos in the content.

How Team Members Raise Blockers

The Team Member does the following steps to raise a Blocker:

  1. Within a particular Task, the Team Member sees a button “Ask for Help” or sees the option when they highlight text.

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  1. The Team Member clicks the button and is prompted to provide context about the problem they are facing.

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  1. Once the context has been provided, the Team Member clicks for “Ask For Help.”

  2. An email notification is sent to the Mentor with information on the Blocker their Team Member is facing.

Viewing and Resolving Blockers

There are two ways that Blockers raised by Team Members can be viewed and then resolved:

  1. Via email notification

  2. Via Dashboard

Viewing and Resolving Blockers via Email Notification

  1. When a Team Member raises a Blocker, an email is sent to the Mentor.

  1. Click the link to the Task. The Task page will open up
  1. Click the “Resolve” button if the Blocker has been resolved.

Note: The actual resolution of the problem that the Team Member faced will happen outside of Educative. Once that resolution has been achieved, the Mentor can resolve the Blocker.

  1. The Team Member is notified via email that their issue has been resolved.

Onboarding Dashboard

As discussed in the previous lesson, you can view blockers for all paths in the "Onboarding Dashboard", according to your role.

The "Onboarding Dashboard" can be accessed from the sidepanel by:

  1. Clicking on "Dashboard".

  2. Clicking on the "Onboarding" tab.

To view blockers:

  1. Scroll down to "Onboarding Progress".

  2. You will see an option to "View Blocker" for each path. Click on it.

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  1. Click on the "Week" the user is currently on.

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  1. You will see an icon identifying where the blocker is. Click on this to be rerouted to where the team member is blocked.

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FAQs

  • Can only Mentors view and resolve Blockers?

    • No. Managers can also view and resolve Blockers. However, unlike Mentors, Managers do not receive an email notification once a Blocker is raised or resolved.

  • Can Team Members resolve Blockers themselves?

    • Yes. Team Members always have the option of resolving a Blocker themselves. If they choose to do so, the Mentor is notified that their help is no longer required.

  • Can Team Members complete a Path without having their Blockers resolved?

    • No. It is mandatory for all the blockers to be resolved before a Team Member can complete a Path.