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J_PM
There’s a lot you can do on the Public Mobile Community, but we also recognize that it can be a bit overwhelming if you are new to the platform.
In this post, we will do a deeper dive into the following:
- Searching for a Solution
- Asking a question
- Answering a question
- Bravos and Accepted Solutions
- Reporting inappropriate content
- Private Messaging
Searching for a Solution
If you’re looking for a solution, try typing in keywords in the Community search bar.
For example, if your question is related to bill payment, try searching for “payment”:
Our search bar will display suggested threads related to your keyword. If the thread has a green checkmark on the left (as shown in the screenshot above), that means there has been an “Accepted Solution” to the thread. Once you go into the thread, you will find a link to the solution.
Asking a question
Can’t find a solution? Don’t worry, you can also ask a question on the Community.
To ask a question, follow these steps:
- Click on “Ask a Question”.
- Fill in the “Subject” and “Body” fields. Tip: be as descriptive as possible. When describing your question, try to be as descriptive as possible. Providing enough context in your question can speed up the process significantly as it’ll help limit back-and-forth between Community members asking for more information. As a reminder, please remember to NOT share any personal information such as your account number, credit card information, phone number, etc. Don’t forget to add a label! Add the labels that best fit your posts from our label bank. Labels keep our Community questions organized and makes it easy for everyone to find what they’re looking for. You must add at least 1 label to your post.
You can also customize your question setting such as enabling email notifications when Community members respond to your post, adding file attachments, including a cover photo and so on.
Answering a question
To search for questions to help answer, a great starting point is the “Recent Replies” and “Recent Topics” sections on the Community home page. These sections are updated real-time with questions or discussions that are taking place on the Community.
If you’re especially knowledgeable in a certain area, you can also find questions by using our label filter located in our advance search options. To access this the label filter, simple type in your question or topic in the search bar. On the top left corner of the results page you will see the Labels filter. This will give you a drop down of specific topics to select and filter your search journey.
Similar to asking a question, relevance and detail are important factors when answering questions. The more detailed and thorough answers are, the faster finding a solution will be. That said, helpful partial answers are still better than nothing. Just make sure you don’t post any personal account information such as credit card numbers, phone numbers, etc.
Bravos and Accepted Solutions
If a question has been solved, click “Accept as Solution” on the corresponding response to let everyone know.
If there was a response that you think contributed a lot of value to the conversation, give it a “Bravo” by clicking on the thumbs up button.
Reporting Inappropriate Content
We want our Community to be welcoming, respectful, and friendly. Offensive and rude comments are not welcome, and if you see anything that does not meet our Community Terms of Service, let us know by clicking the ‘Report Inappropriate Content’ button.
Private Messaging
To read, reply, or send a private message, click on the envelope icon to the left of your profile picture.
When drafting a private message, you will need to input who you’re sending the message to, the title of the message, and the message itself.
We hope this guide was helpful!
- The Public Mobile Team
