The Sports Illustrated Play™ Support Community User...

The Sports Illustrated Play™ Support Community User Guide

Sports Illustrated Play™ Support Community

For more information, contact [email protected] of 28 Or call: 1-866-975-8600 ext. 1 © 2015 SI Play LLC. All Rights Reserved. Sports Illustrated Play Support Community User Guide_20151027

Table of Contents Table of Contents ..................................................................................................... 2

Introduction ............................................................................................................. 4

Terminology ............................................................................................................. 4

Accessing the Support Community ........................................................................... 5

Access from the Application .................................................................................................... 5

Accessing from the Web ............................................................................................................ 6

The Home Screen ..................................................................................................... 6

Your Profile and Settings .......................................................................................................... 6

My Cases ...................................................................................................................................................................................... 7

My Settings .................................................................................................................................................................................. 8

Contact Support ........................................................................................................................................................................ 9

The Search Bar .............................................................................................................................. 9

The Navigation Pane ................................................................................................................ 11

Returning Home ..................................................................................................................................................................... 11

Topics .......................................................................................................................................................................................... 12

Featured ....................................................................................................................................... 13

Discussions .................................................................................................................................. 14

Sorting Discussions .............................................................................................................................................................. 14

My Feed ........................................................................................................................................ 15

Recommendations .................................................................................................................... 16

Trending Articles ....................................................................................................................... 17

Trending Topics ......................................................................................................................... 17

Post a Discussion ................................................................................................... 18

Discussion Window Navigation ........................................................................................... 19

Topic Navigation .................................................................................................... 20

Following a Topic ...................................................................................................................... 20

Discussion Posts ........................................................................................................................ 21



Bookmark .................................................................................................................................................................................. 21

Flag a Discussion as Inappropriate ............................................................................................................................... 21

Delete Your Post ................................................................................................................................................................... 21

Edit Your Post ......................................................................................................................................................................... 22

Like a Discussion Post ......................................................................................................................................................... 22

Respond to a Discussion .................................................................................................................................................... 23

Contact Support ..................................................................................................... 24

Ways to Contact Support ....................................................................................................... 24

Completing Your Support Form..................................................................................................................................... 25

Viewing Your Cases .................................................................................................................. 26

Case View .................................................................................................................................................................................. 27

Closing Your Case ................................................................................................................................................................. 27

Re-Opening Your Case ....................................................................................................................................................... 28

Conclusion ............................................................................................................. 28

Support Phone ........................................................................................................................... 28

Support E-mail ............................................................................................................................ 28



Introduction Welcome to the Sports Illustrated Play Support Community! Here, you will be able to find all you need to know about the Sports Illustrated Play platform as an administrator, coach, volunteer or parent. If for some reason the question you have is not found on the community, you can reach out to fellow users or the support team here at Sports Illustrated Play! This document will walk you through every way to stay connected within our community.

Terminology Before we get started, let’s walk through what terms you will hear throughout this document and what they mean: Fellow Users: Non-Sports Illustrated Play staff such as: organization administrators, coaches, volunteers or parents. Article: This is a document that has been created by the Sports Illustrated Play Support team to assist in walking you through certain scenarios within the system without having to search through the user guides. Discussion: This is an inquiry made from a fellow user that has been posted to the forum. Fellow users and members of our support team collaborate on each discussion posted to the community. Topic: A top level category, or folder, in which articles and discussions are filed.



Accessing the Support Community There are several ways to access the Sports Illustrated Play Support Community. It was designed this way to get you the help you need no matter where you are!

Access from the Application

The best way to access the support community is when you are signed into your Sports Illustrated Play account. When you are signed into the application, you will notice a Help button in the top right corner of every page. If you click this, a drop down will appear with several options to choose from!

Select Support Home and you will be directed to the Sports Illustrated Play Support Community home page. If you select Help for This Page, you will be directed to a topics folder that best relates to the page you are currently seeking help for.



Accessing from the Web

You can also access the support community by going to https://support.siplay.com. When you arrive, you will be able to view articles and discussions. However, in order to participate in the community and view your profile, you must sign in using your Sports Illustrated Play user name and password. To do this, select Login located to the right of the search bar.

When this is clicked, you will be redirected to the Sports Illustrated Play login screen. After entering your credentials, you will be placed back into the support community and ready to begin!

The Home Screen When first arriving to the community, you will see many avenues in which to take to seek the help you need.

Your Profile and Settings

When you are logged into the portal, your name will appear with a dropdown option next to the search bar.

From this drop down you can return home, view your cases, change your notification settings, contact support and log out.

https://support.siplay.com/



My Cases

When selecting My Cases you can see your statistics, contact information, activity log and cases that you have opened with the Sports Illustrated Play support team. NOTE: Followers and Following refer to the amount of users that are following you and the amount that you are following. These do not refer to the topics that you are following.



My Settings

From the My Settings option with the drop down, you can change your location, profile visibility and when you receive e-mail notifications. NOTE: E-mail notifications are set by default to the below options. If you do not wish to receive e-mail notifications for certain items, simply uncheck the respective boxes. If you would not like to receive e-mail updates at all, uncheck the Receive emails box. Remember to click Save to implement your changes.



Contact Support

In addition to the ways to contact support via the home and topics pages, you can also select Contact Support via your profile dropdown to the right of the search bar. Instructions for completing the contact support window can be found here.

The Search Bar

Located at the top of the home page, you will find the search bar. Here you can type in keywords or phrases and the system will find all articles or discussions related to what you have chosen to search. You can then decide if you would like to view an article or a discussion a fellow user may have already asked. If you can’t find what you are looking for, you can also pose the discussion to the support team. For example: If I were to type Team into the search bar, the community will automatically point you to articles related to the item you have searched.



If you would like to see user generated discussions related to your search, select the discussions tab under the search bar. Here you will also see if the discussion has been answered prior to selecting it:

If you do not see an article or a discussion that directly relates to your search, you can post a discussion by clicking Post a Discussion located at the bottom of the search criteria. This will present a window in which you can fill in the information you would like to present to the forum. Navigation instructions within the Post a Discussion field can be found here.



The Navigation Pane

Below the search bar, you will find the navigation pane. The home button and topics dropdown are housed on this pane.

Returning Home

To return to the home page, click on the house. You can also return home by selecting the Sports Illustrated Play logo in the top left corner of the community page.



Topics

When you click Topics a list of all of our pre-determined topics will appear for ease of navigation. When you select a topic from the drop down, that will now add a tab to your navigation pane. It will also bring you all discussions and articles assigned to that topic. Navigation and features within a selected topic are discussed here.



Featured

The featured tab on the home page shows topics that have been pre-selected by the support team. These are topics that have been identified to have high traffic or important updates associated with them. When a featured topic is selected, it will bring you to the topic window where all discussions and articles can be viewed.



Discussions

The Discussions tab from the home screen provides you with a listing of all discussions regardless of their topic classification.

Sorting Discussions

You can sort and filter the discussions tab to customize your view by clicking the top right corner of the tab window. Select one option from Sort By and another from Show and begin viewing your customized discussion feed! NOTE: You will have to apply these settings upon each refresh of the site.



My Feed

This tab will show you all questions that you have posted and bookmarked as well as those from topics you have followed. Instructions on how to follow a topic are found here.



Recommendations

The Sports Illustrated Play support team wants to keep you in the know! From time to time, we will post news articles or informational links in this section to keep you updated. If recommendations are available they can be found on the right hand side of the home screen between the Post a Discussion button and Trending Articles section. If you have an article you would like to see us recommend, let us know! Post a discussion or question in the Support Network Training and Information topic.

NOTE: After clicking on the recommendation (View Blog or I’m not interested), it will disappear from this feed upon refreshing the page. If you do not have time to view at the first instance of receiving the recommendation and would like to view it at a later time, do not select either option and come back later.

When multiple recommendations have been posted, you can flip through them using the arrows on the left and right. These can only be seen when hovering over the top section of the recommendation.



Trending Articles

This section will show you the articles that other users are looking at for help. You can click on any of the articles seen in this section and you will be brought directly to that article.

Trending Topics

Trending topics are those that have been tagged in discussions posted by other users. By clicking on a topic from this list, it will bring you to the discussions that have been tagged with those topics.



Post a Discussion If you have a question, issue or comment, you can post this to the topic that is most relevant. There are 3 places in which you can post a discussion all of which are highlighted below:



Discussion Window Navigation

Begin posting a discussion by selecting a topic that your inquiry relates to most, then enter your subject line. Your subject line could be the question itself with more detailed information in the description field, or a headline with your question as the description. You can also attach a file to your post if needed. Section 5 below is listed as optional as this will automatically populate with tags found in your post. If you feel something else should be placed here, please feel free to add and hit enter. When you are satisfied with your post and content, select Ask to post your discussion. If you would like to cancel your post, click on the X in the top right corner.



Topic Navigation When you have selected a topic from either the Featured Topics section or the navigation pane, you will be brought to a page that shows you all of the discussions and articles associated with that particular topic.

Following a Topic

When you follow a topic, the discussions posted to that topic will appear in the My Feed section of the home page. Simply click Follow located on the right hand side of the screen. It will change to Unfollow when the button has been successfully clicked.



Discussion Posts

Bookmark

If you would like to follow a particular discussion post, select Bookmark from the dropdown located in the top right corner of the comment. This discussion will now appear in the My Feed section of the home page. A yellow star will also appear in the top right corner. You can remove the bookmark in any view (under the topic or in My Feed) via this dropdown.

Flag a Discussion as Inappropriate

If, for any reason, a discussion contains offensive content, do not hesitate to flag the discussion as inappropriate. This can be done via the dropdown in the top right corner. When this is done, the post will be sent to our community moderator for review.

Delete Your Post

If you would like to remove a post that you have made, you can do so through the dropdown in the top right corner of the discussion. This can be done via My Feed or in the topic window. Confirm your deletion to continue.



Edit Your Post

To edit your post, select Edit from the dropdown in the top right corner of the discussion post. This will open an editing window in which you can edit the subject and description of the discussion post.

Like a Discussion Post

To like a discussion post, click the thumbs up icon located at the bottom of the discussion window. This action will then appear in your My Cases statistics as previously discussed.



Respond to a Discussion

If there is a question or discussion that you would like to comment on, click Answer this question at the bottom of the discussion post. You will then be redirected to a page with that discussion only to share your thoughts.

You can attach files to your answer by clicking the paper clip located below the comment field.

From here you will be prompted to Upload a File or Select a File. Uploading a file will allow you to choose a file from your desktop, whereas selecting a file will search those that have been posted to the forum by you already. To exit out of this screen, select the white X near the top right corner of the window.

When you have completed attaching your files and writing your response, click Answer in the bottom right hand corner of the discussion window.



Contact Support If you have a question or a problem that has not yet been addressed in our support forum, you can contact support without leaving the support community!

Ways to Contact Support

You can contact support through our support forum by selecting Contact Support via your profile drop down or by clicking the button located at the bottom of every screen.

The Contact Support Form When you select Contact Support, you will be brought to a form in which you can enter your question or information relating to your issue.



Completing Your Support Form

Begin by choosing a category and sub category that are most relevant to your question or issue. Then, enter your question or issue title in the subject line and provide a detailed description for the support team. When you have completed the form, click Submit to send your inquiry. NOTE: The Category and Sub Category fields are not required, but will aid in receiving a quick resolution.

When your inquiry has been submitted, you will then see a summary of the support case that has been automatically opened for you. You will also receive an e-mail notification from our support team confirming receipt of your case.



Viewing Your Cases

To view your case history, click on the dropdown next to the search bar and select My Cases.

Then select Cases to view your case history with the Sports Illustrated Play support team.



Case View

When you select a case, you can view your case status, whom it has been assigned to, as well as any comments that have been made regarding your inquiry. You can also send additional comments and attachments to the support team through this view.

Closing Your Case

If you have found an answer to your question or no longer require help from the support team for your inquiry or issue, you can close your own case if you would like to! From the case view, we suggest posting a comment to your case regarding the reason for closing, then select Close Case.



Re-Opening Your Case

If your case has been closed by our support team or yourself, you can always re-open your cases if you are still experiencing the same problem. Simply click Re-Open Case from the case view and a support representative will contact you! NOTE: We strongly suggest sending a comment as to why you have re-opened your case.

Conclusion The Sports Illustrated Play Support Community is designed to get your questions answered fast by collaborating with our support team and fellow users. It also provides you with access to your case history, activity and status in real time. Even though we have this outstanding support community, do not ever hesitate to reach us by phone or e-mail!

Support Phone

1-866-975-8600 ext. 1

Support E-mail

[email protected]

mailto:[email protected]

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