Common phone questions

The three steps of the training process are outlined on our training page. Upon successful completion of all three of these steps, the client’s site steward will need to email us stating that they are allowed to access that specific site.

• If the client is the site steward, then they should definitely complete the training.
• If the client is the unit web coordinator, then it is highly recommended that they complete the training.
• If the client is a member of their department, then they are welcome to complete the training. Ensure that they are aware that they should be in contact with their site steward about this access (because we will need permission from their site steward before we can give them access to the site).

The three steps of the training process are outlined on our training page. The first step in the process is to request a Sandbox site by contacting the WCM Support Team or submitting a support request.

No, but we recommend staying at least 1 hour. Registration is also not necessary, workshops are on a drop-in basis.

No, we don’t provide personal training sessions for WordPress. However, any client can receive help in-person at one of our workshops.

The training process is self-paced. It usually takes clients around 45 minutes to 1 hour to complete the online training video. The Sandbox site is built entirely by the client, therefore the timeline varies widely. The open lab workshop sessions function on a drop-in basis, but we recommend staying at least 1 hour.

• “Let me see if they’re available. Can I put you on hold?”
  • “I’m sorry, they’re not available right now. Can I take a message?”
  • “Hello [name of client], are you still there? They are available, I will transfer you to them now.”

The client should navigate to training.wp.nau.edu/wp-admin and use the “Lost your password?” feature.

Sandbox sites always follow this format: training.wp.nau.edu/UserID-sandbox/wp-admin. The UserID is the client’s NAU Id: abc123. The password is not the same as their general NAU password, it is unique to WordPress.

Complete all of the sandbox requirements. The client can choose to make their Sandbox site with content for their department site or to make it about any other subject (ex: dogs, trees, recipes), but all of the requirements need to be met.

In order to obtain access to a site, all clients must be fully-trained in WordPress and have their site steward send us an email stating that they approve us giving the client access.

Go to the WordPress login page at [siteurl.com/wp-admin], then use the “Lost your password?” feature.

1. Navigate to the WordPress dashboard (the back-end)
2. Go to “Media” in the left bar
3. Go to “Add new”
4. Search for the file on computer or drag-n-drop

1. Edit the page
2. Locate the featured image section on the right column of the page
3. Click “Crop featured image”

View our documentation on linking phone numbers.

Have the client contact WCM Support with the name and link of their site and assure them that we will be in contact shortly.

Email catalog changes to Margery.Sorensen@nau.edu.

Ensure that the page has been published, then ask the client to clear their cache. This resource outlines how to clear different web browsers’ caches.

If the student worker if fully-trained on WordPress, then ask the site steward to contact us with their approval for adding this user to the site.

View our events documentation.

View our events integration documentation.

Have the client contact us if their site is within a Business unit or send Marketing an email if their site is within an Academic unit. The email should include a copy of the form that they would like built and a link for what site the form should be built on.

Yes, have the client contact us with the link to the form and the date range that they would like the entries from.

Have the client contact us if their site is within a Business unit or send Marketing an email if their site is within an Academic unit requesting access to Gravity forms.

View our tables documentation. If they have advanced tables access, then they can utilize our advanced tables documentation.

Access to the menu requires advanced permissions that general WordPress users do not have. Have the client contact us if their site is within a Business unit or send Marketing an email if their site is within an Academic unit with the menu change they are requesting.

Ektron was decommissioned and all of the content on it was migrated to WordPress from late 2017 to early 2019. View more information about the mass migration.

Since Ektron is a completely different system than WordPress, all clients who are requesting access to edit a site on WordPress must be fully-trained.

View more information about the mass migration.

Ask the client to submit a new feature/enhancement request.

Direct the client to contact whoever manages that site. If they don’t know, then have them contact the ITS Solution Center.

• Ask the client if they have the case number.
  • If they don’t know it, then search correspondent:”clientemail@nau.edu” in FogBugz and look for recent cases they have sent in.
• Check to see who the case is assigned to and look at any recent case notes to provide the client with an update.
• Remind the client that we strive to turnaround cases within 1-3 business days.