Overview:

Core Account Management

The Field Administrator holds two critical responsibilities essential for the seamless operation of your account:

Central Point of Contact: Maintaining consistent communication with the agency's dedicated Customer Success Manager (CSM).
System Administration: Directly managing and maintaining the Field Admin Console (FAC).

Administrative Requirement

When there is any change in personnel for this position, it is mandatory to update the Field Administrator's contact information immediately by emailing aecanvas@scoe.net.

Field Admin Console Functionality

The Field Administrator utilizes the Field Admin Console (FAC) as the platform for managing support requests. Field Admins can create and monitor the progress of technical support tickets and is specifically responsible for reporting and overseeing the resolution of "Red Ticket" items, issues classified as critical technical defects requiring intervention. Formal submission and tracking of these high-priority issues must be done exclusively through the Console. The resources below will help the Field Administrator in performing these tasks:

How do I log in to the Field Cloud Admin Console?
What are the different case roles in the Field Admin Console?

Familiarize Yourself with the Field Admin Console

Once you have logged in, you can use the Field Admin Console to effectively manage cases and customer knowledge bases (KBs) for your account. You can also edit your profile information. View the Canvas Guide below to familiarize yourself with the FAC:

How do I use the Field Admin Console?

Levels of Support

There are different levels of Canvas support to be aware of:

Standard Support
- Institution provides Tier 1 Support to users
- One Field Admin license
- Field Admin can contact Canvas Support 6am-6pm (local time)
24x7 Support
- Institution provides Tier 1 Support to users
- Three Field Admin licenses
- Field Admin can contact Canvas Support 24/7/365
Tier 1 Support
- Canvas provides Tier 1 Support to users
  - Could also have Tier 1 (Faculty Only) Support
- Three Field Admin licenses
- Field Admin can contact Canvas Support 24/7/365

Additional Resources

Refining a Canvas Support Game Plan (Webinar Slides)
How do I view my customer KB in the Field Admin Console?
How do I create a case in the Field Admin Console?
How do I create an SIS support case in the Field Admin Console?
How do I view my support cases in the Instructure support portal?
How do I manage an individual case in the Field Admin Console?
How do I escalate a case to Canvas Support in the Field Admin Console?
How do I escalate an SIS case to SIS Support in the Field Admin Console?