Some tips for researching and working through advanced or challenging questions

Part 1

9 minutes

Part 2

9 minutes

How to answer escalated questions.

Please check out the Escalation Guidelines: https://support.mozilla.org/en-US/kb/escalation-guidelines

• What is an escalation?
• How do I escalate?

What this video includes

• How to evaluate a question that needs more attention
• How to tag a thread with escalate or helpdesk to create a ticket for Help Desk Mozilla staff to respond to for more help.

For Contributors Participating in the Contributor Quality Training Please click here for Chapter 7