End-User Support Made Easier!

Recently, we re-launched Content Reserve as Marketplace. With this revamp came improved reports, a stream-lined site user interface design, and many new features. As if this wasn't cool enough, we've decided to pack in some extra tools to make your life easier, too!   In addition to being the place to submit support requests, your Support tab is now home to the new End-User Management section.   From analyzing the most common issues reported to our support staff, we have developed ways to directly assist your users with returning titles, reactivating download links, and managing holds – all this without having to contact OverDrive Support Services.   "Manage holds" enables you to move or cancel a user's place on the holds list for a title. This is useful in situations where a user may have missed the email notifying them of the availability of their title and placed a new hold on the book. Or if they decide, after placing a hold, that the book is not for them you can remove them from the hold list for the title. This feature is also useful for moving users down the hold list if they will be away from home on vacation and not able to get their hold when it becomes available. "Return titles" allows you to remove a title from a user's account before the end of the lending period, freeing up space on their account if they finish books early, and are unable to return the titles themselves, as with WMA Audiobooks or Open EPUB and Open PDF books. This feature can also be used for removing a title checked out in error.  We often use this feature to swap a format for a user. To do this, return the title, then have the user check out the title again. If there is a waiting list, they can place another hold and you can move them up on the holds list using the "Manage holds" self-service feature "Reset downloads" does exactly that – reset the download limit for currently checked out titles. This feature has been around for a while, now it has a new home.   For the complete instructions on using the End-User Management features, be sure to check out the Marketplace User Manual, available under Quick help on the Support tab in Marketplace. If you would like to see a demonstration of these features, as well as receive additional helpful hints for assisting your users, you can find the User Assistance Training and Top Ten Solutions training sessions on the  Learning Center. While you're there, you can take a look at any of our other On Demand training modules.   Stay tuned, we are always looking to improve the OverDrive experience for you and your users by listening to your feedback and providing new features.   Justin Noszek is a Support Specialist with OverDrive

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