Purdue knowledge bases offer help 24/7
Literally databases of knowledge, online “knowledge bases” maintained by Enrollment Management and ITaP may be the most comprehensive, yet least known, resources to help students, faculty and staff members with myPurdue and other student systems.
Enrollment Management offers functional- and policy-related help through its knowledge base, which is accessible from the home pages of its various units: Admissions, the Division of Financial Aid, Office of the Registrar and Student Access Transition and Success. Knowledge base searches also can be done from the Bursar’s Office and International Students and Scholars’ Web sites.
Look for the “Answers Right Now,” “Ask Us” or “Frequently Asked Questions” sections of these pages to find the information specific to these departments’ services and how to use their associated components in Banner and myPurdue.
“Our knowledge base can help myPurdue users navigate through many of its features,” said Cathy Heinz, associate director of admissions, “including applying for admission, accessing financial aid information, registering for orientation programs, paying bills, registering for classes, and more.”
Users of Enrollment Management’s knowledge base can also be notified when any of its content changes simply by clicking the “Notify me by e-mail if this answer is updated” button.
“Say someone finds an answer to their question one day,” Heinz said. “But what if, a month later, it’s been updated or more information has been added? This way they’ll know about it.”
In addition to its own functional- and policy-related support, ITaP’s knowledge base provides technical help with a variety of Purdue systems, including myPurdue, said Dwight Snethen, ITaP customer service quality director.
The first step is to visit the ITaP Knowledge Base home page.
“Using key words like ‘registration’ and ‘grades,’ you can search more than 3,600 articles in our knowledge base to find technical assistance with issues involving logging in to, navigating and using the myPurdue portal.”
Two articles are particularly helpful when using the portal for the first time, he said. One gives an introduction to myPurdue and includes links to several technical articles and troubleshooting tips; the other article deals with problems accessing the portal.
Knowledge base users also can rate responses and provide feedback on the articles, and these comments will be reviewed by departmental staff.
“This helps us answer users’ questions as accurately as possible and address topics important to them,” Heinz said, “so we encourage their feedback.”
Articles and information are added to these knowledge bases often to keep the Purdue community up to date with the latest information and tips about myPurdue and the Banner systems. ITaP and Enrollment Management also are working to make their knowledge bases more visible to students in the myPurdue portal.