SW08210 - Help and Support for HMRC Members: Available Help
There is a variety of comprehensive help and support available for HMRC Members.
To resolve issues quickly and effectively it is important that members choose the most appropriate help available. This will depend on the circumstances of each issue and will fall into the following two broad categories:
Accessing the Service and Availability
For problems accessing the service, or if the service is not working as expected, refer to the guidance on Fault Reporting SW08220.
Using the Service
For help using the service and business processes, the following help and support is available:
- Product Help
This provides help with using the service.
It allows members to search the help content by using keywords to find what they are looking for.
Product Help is accessed in Shared Workspace by selecting the ‘?’ icon on the control bar.
- Context Sensitive Help
This provides members with help for the specific online screen they are working on.
The link to the associated Context Sensitive Help is found towards the bottom of the screen.
- Online Learning Packages
Before using Shared Workspace Members must have completed the Online Learning package(s) appropriate to their role and obtained the relevant certificate SW02210.
Members can re-access the online learning at any time to refresh their knowledge and members may also find the series of Quick Reference Guides included in the Learning packages a helpful aide memoir.
- SW Business Manual
This provides Members with comprehensive guidance on using the service, and their responsibilities as a member of Shared Workspace.
- Intranet Site
If there is a known problem affecting the use of Shared Workspace this may be outlined in a message on the Shared Workspace Intranet site.
- HMRC Business Authorising Officer
If having considered all of the above options the issue remains unresolved, members should contact an HMRC Business Authorising Officer (BAO) for the Room in which they are working.
It is very important to do this because the BAO may already know the answer, or other members may have already raised the same question with the BAO.
Note: The BAOs for the Room can be found by selecting the ‘members’ button on the Room’s home page. BAOs are identified by the suffix (BAO).
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)