FAQs

• What type of requests can I submit to the Support Center?
  All Blackboard related support issues start here. The Customer Care Technicians will handle first tier support and training questions. The technicians are proficient in Blackboard and are experienced with providing support in higher education. Additionally, they have specific guidelines customized for our SMC environment. Should a request require escalation, technicians will follow a contact grid to transfer your request to the appropriate Academic and Instructional Innovation personnel.

• Do I need to create an account before submitting a ticket or starting a chat session?

No, you do not. The Support Center phone number and site is specifically for members of Samuel Merritt College’s students, faculty, and staff. If your first contact with the Support Center is by phone, a Customer Care Technician will create an account for you. We encourage you to create an account in order to keep a record of your help requests.

• How do I create an account?
  1. From the Support Center’s site.
  2. Select the My Support tab
  3. Click the Create a New Account button. The My Support page appears.
  4. Enter your Personal Information and then click the Create a New Account button. Your My History page appears and you will be logged on.
  
  
• How will the Customer Care Technician contact me to follow up on a request?
  We have asked the Customer Care Technicians to use Samuel Merritt College email addresses for standard and confidential communication.
  
  
• How do I log on or off the Support Center website?
  Sign on:Go to the Support Center’s site.
  1. Select the My Support tab and enter your Samuel Merritt email address as your account name.
  2. Enter your password.
  3. Click the Sign in button. Note: you can log on only if your account was previously created. If not, you must create a new account. See the Create a New Account button on the same page.
  
  Sign Out: In the upper right portion of the page, locate the Sign Out | Exit links. Click the Sign Out link.
• I forgot my password; How can I retrieve it?

1. Go to the My Support page.
2. Click the Forgot your password link.

• How do I change my password for the Support Center website?

1. Sign on and go to the My Support page.
2. Select the My Profile link.
3. Select the Change Password check box.
3. Enter your new password and click the Update button.
If you forgot your password,

• What is the My Support page?
  The My Support page is your personal data page. You will find: a history of help requests; a link to the My Profile personal information page; and a link to the My Subscriptions page.

• What other features are available to me through the Support Center website?
  A Knowledge Base to search for information on issues as well a features in Blackboard. For example, you may want to learn how to use the Assignment feature. By searching the Knowledge Base you'll find step-by-step instructions and best practices tips on how to use the Assignment feature in your course.
  A My Subscription page. The feature is associated with the Knowledge Base as you can subscribe to topics you searched from in the Knowledge Base creating your personalized knowledge based. For example, if you searched for and subscribed to the Assignment feature topic. This information will be maintained on your My Subscription page. So, only topics you are most interested it are readily available.
  
  
• Why is my Samuel Merritt College email address important?
  Your Samuel Merritt College email helps identify you as a part of the Samuel Merritt College community. Your email address is secured and maintained by the college. Therefore, we can all have confidence that communication is confidential and when necessary we have the support of SMC's Helpdesk to troubleshoot email issues.