Chat Support Guide for Unified Talent Applicant Support

[#1]

Live Assist Chat Overview

PowerSchool Support offers secure, remote support to customers as a fast and efficient alternative to phone and case portal support. Customers may choose to start a web-based chat to ask general questions and report issues and then elevate to a secure, screen-sharing session for more in-depth troubleshooting. Chat support will be available from 5 am - 2 pm PT.

Accessing Chat Launch Form

1. Open your Web browser to the PowerSchool Community https://help.powerschool.com.
2. Hover over Product Support and click on Unified Talent (TalentEd) > Unified Talent (TalentEd) Applicant Support > Unified Talent (TalentEd) Contact Support.
3. You can also directly go to this page by clicking on the link below to access
   the chat form.
   https://help.powerschool.com/t5/Unified-Talent-TalentEd-Contact/ctp/Unified-Talent-TalentEd-Applican...

Completing the Chat Launch Form

1. The launch form provides basic information to ensure your session is routed to an agent who can assist with your specific issue. All fields marked with (*) on the form are required.
2. When you begin typing your Subject, the Community will suggest articles that are using the same keywords that you are typing. 
3. The ‘Please provide a brief detailed statement of your inquiry’ field allows for a brief summary of your inquiry. This information is presented to the chat agent at the start of your session, so they know where to begin troubleshooting.
4. If all the fields are not filled in prior to clicking Launch Chat Support, an error message will appear next to the field that needs populating.

The Live Assist Chat Experience

Once you click the Launch Chat Support button, the chat session will be launched in a new tab behind the Launch Chat form in your browser window.

1. You will receive a notification of your position in the queue every 60 seconds until a Live Assist Chat agent is assigned to your chat session.
2. To share your screen, the Live Assist Chat agent will send you a request. You will have 60 seconds to Accept or Decline the request to share your screen.
3. To share your screen, you will download an executable file that will be automatically deleted from your computer upon the close of the chat session.
4. Upon downloading the full chat client software, the Live Assist chat agent will be able to view and control your screen. A new chat box will appear on your screen.
5. During the chat session, the Live Assist chat agent may also use tools in the
   chat console to draw on your screen to guide you towards a resolution.
6. To end a chat session, click the X in the top right corner of the browser tab or
   the top right corner of the chat window.

After the Chat Session

Once the chat session is ended, a new landing page will be opened in a new browser tab. For screen sharing sessions, the Bomgar software will be removed from your computer.

1. To download the transcript of the chat session, click Download Chat Transcript. A plain text file with the transcript of the chat session will be downloaded to your computer.
2. The Chat case details will be viewable in the Case portal shortly after the
   chat.

[TerriR3]

When an applicant logs into Talent Ed  and this error appears:

ProfileErrorPage.aspx

An error has occurred that prevents this portion of your profile from being saved at this time or you have logged off the system.

The applicant can not proceed past this error.

Any suggestions?

[MuskanS]

Hi! @TerriR3 

This error message is caused when incorrect credentials are entered while logging in.

If the applicant has multiple accounts with the same email address, that can be a reason for facing this issue when trying to log in.

I recommend the applicants to reset the account password and ensure that they are using the same e-mail address that was used to create their Hire account.  The correct username will be available in the password reset email.

If applicants are using a password manager, make sure to delete all old passwords associated with the website before creating a new password.

[TerriR3]

Hi!  @MuskanS

Thank you! This certainly helped! Problem resolved and an applicant very happy!

[johnquesenberry1]

Have been trying to log into school spring & Talent ED but no not working also when you say you sent a message to my email account Never comes Through have tried several times Still will not let me apply to jobs I am interested in can someone send me a message how to accomplish this Task Thanks 

[KritiS]

Hi @johnquesenberry1

Thank you for reaching out to the Community for assistance!

To assist you further, would you please let us know what exactly are you seeing when trying to log in to SchoolSpring & TalentEd?

[johnquesenberry1]

Trying to log in to apply for a custodial positions ask you to send log in help to my email, but never comes to my emails account Help!!! 

[SAFFIYAT]

Hi, @johnquesenberry1,

Thank you for reaching out!

There are a few common reasons that may be causing difficulties in accessing your applicant account. This includes the use of a different e-mail address, having multiple accounts, cache, and cookie data that needs to be cleared.

If you encounter any errors when logging in to apply, you can check this article Getting errors when logging in to apply? 

If you are continuing to face this issue please reach out to our Unified Talent Contact Support.