Epic Training Course

Fortnite Battle Royale (FNBR) is a game based around the "Battle Royale" genre with the addition of a “building” mechanic. The goal of the game is simple: eliminate everyone and be the last one standing. The game starts with 100 players dropped on a map filled with chests and weapons from a flying bus. As the game progresses, the survivors are forced by the storm into a circle that keeps shrinking until they are forced to go face-to-face with their opponents. Players are able to collect resources around the map by destroying objects around the map such as walls, cars or trees. These resources can then be used to create structures such as walls to defend themselves.

 

Our job is to act as the voice of Epic Games by assisting the Fortnite community with any issues they may encounter within or outside the game. Our initial priority will lay with handling account issues from players.

Our goal and main value is to ensure players are fully satisfied with the level and accuracy of support they are receiving and also to share all our expertise and assist Epic Games with all their challenges.

This course will be your one stop shop on everything you need to know about offering the best customer support experience, like the tools we use, how to use them and how to apply them. 

May the Storm Eye be ever in your favor! 

What tools do we use on this project?

Daily Report Explained

A. Column A - This will show the data and time of when you entered the ticket into the Daily Report.

  1. DO NOT edit this column as it will break the entire Daily Report.
  2. Depending on the time range, the timer will be expected to show three color (green, yellow, red) - this is still a WIP.        

B. Column B - This will show the entire time it toook between your last action and the current action. Thus, giving you the time spent on said action. DO NOT edit this column as it will break the entire Daily Report and similarly, please do not move your own-name tab in the spreadsheet. 

C. Column C - This is where you will paste the ticket number of the ticket you just handles. Do not put the entire ticket link here, just the ticket number (e.g 2234567)

D. Column D - Here, you will select what Issue Type you encountered in the ticket. This column is a drop-down box, and you can also begin typing the issue to get the correct selection. Do note that the options within this drop-down box are meant to be directly linked to our Issue Database. You will want to select the Issue Type that's as close to the actual issue as possible for our metric - if you cannot find one, do not select anything and indicate the sort of summary issue as a comment to this action. 

E. Column E - This is where you will pick the language of the ticket you're processing. If English or an unsupported language, pick English; if Polish, pick Polish; if any other language, leave blank.

F. Column F - This is where you will put an “X” for the start/stop time feature. If you stop doing tickets (any non-ticket-related activity) for whatever reason, put an “X” in this column (please refrain from putting any other value for visibility purposes). When you begin doing tickets again, put an X in this column. This also goes for the beginning of your shift and the end of your shift, as well as any breaks.

G. Column G - This is where you will type any special notes that may be required for a ticket. This most common use for the Special Notes column is when tickets generate red timers. If a ticket generates a red timer, you will be required to put a small note on why it took you so long. (This is also used for break, gameplay session and any non-ticket related activities.)

Knowing How to Use the Daily Report

Google Daily Report (GDR) Workflow

The Daily Report depends heavily on the use of Start/Stop functions. As mentioned in the previous slide, it tells us exactly when you've started working and when you've stopped. This needs to be as accurate as you can make it because it'll be used to calculate various metrics.

  1. In the Daily Report, select the tab with your name.
  2. Have your work files open and be ready to start your day.
  3. Perform your CS actions on a ticket then follow these steps to document the work you have done:

          a. Enter the Ticket Number

          b. Enter the appropriate Issue Type and Language

          c. If applicable, add a Special Note

Note: 

Breaks

If you want to take a break, make sure that you add an X when you stop doing tickets before your break, and an X when you begin tickets again; do also add a note in the comments column to reflect this non-ticket activity.

When I Work (WiW)

Clock In/Clock Out

This is the tool used to track the shifts you work during each week. You will need to sign in to WIW in order to clock in, clock out, view schedules and request time off. 

Pop Up to Agree to Clock In/Out

Once you have logged in with your credentials, you will be able to clock in to your scheduled shift by clicking the “Clock In” button found on the top of the page. The same goes for when it is time to clock out.

Coretime

You do want to get paid don't you? 

Coretime is used to keep track of the hours you have worked and is what will be used to calculate your pay every two weeks (while being compared to the hours tracked in When I Work) so it is important to stay up to date with it.

Here is the information you should be inputting for each shift:

Project Code: 5534

Phase: No Phase

Activity: Customer Support (Standard)

Work Type: Standard

Date: YYYY-MM-DD (Current Date)

From: Beginning of Shift (Will be 09:00 while in training)

To: End of Shift (Will be 17:00 while in training)



Above is what your entries will look like after you have submitted them (only the most recent 60 entries are tracked).

Pro Tip: By clicking on the icon of the hand pointing downwards (found on the far right of each entry), the information from a previous shift will be copied and the date will automatically be updated to match your current shift so you don’t have to fill out the time entry information every shift.

Stride

Communication is Key

Stride will be the internal chat tool for daily active communication for the project.

  • Access link: https://goo.gl/tkSnjW
  • Access will be provided by the Project Manager and/or the Team Lead(s).


The following is a list of channels that you will access to:

  • Epic: general chat for all members within the project.

  • Epic Announcements: only TL/SLs (or select members who’d be told accordingly) are expected to post in this channel; is meant to be the source of all live project-specific announcements.

    • Any public reaction to an announcement is meant to be done on the “Epic” channel.

  • Epic - Questions: instructions will follow.

  • Epic - Issue Type Requests: instructions will follow.

Temporary channels have been added during the training phases(These channels are meant to be used only for live team-specific announcements/communication.):

  • Epic Manila - temporary

  • Epic Montreal - temporary

  • Epic Katowice - temporary

  • Epic Katowice - Temporary (Version 2 )

  • Epic - New Agents Sandbox (Version 2)

  • Epic Montreal - Sandbox

Epic - Questions

When in doubt - put it in the questions chat!

The instructions above help maintain a structure that allows for questions to be answered as efficiently as possible. You may not always get an answer from a lead but there is always someone that can help! Don't be afraid to reach out to your neighbors, senior agents and if you've exhausted those options - reach out to Shift Lead or Team Lead for help.


Note: The template for asking questions in the chat should be as follows: 

  • Q1 - Account ID - Question 
  • A1 - Answer

Epic - Issue Type Request

Sometimes even leaders forget things.

The goal of this chat is to provide ideas for macros and issue types that should be there but may not have been created. There isn't a guarantee that it will be approved but who knows? 

Please note: Before adding any potential Issue Types, Ctlr+F on the Google Sheet and check if your idea has not already been presented by another agent. 

Helpshift

What is it and how does it work?

Tickets need to get answered somehow! 

Basic Set Up

Let's get you started! 

  1. You receive an email "Create your account EpicGames support" from Epic:
  2. You can click on "ACTIVATE YOUR ACCOUNT" or copy and paste the link as described to end up on the next step.
  3. Next, you need to enter the following credentials.
  • Your name: Enter your full name (not a nickname)
  • Your Nickname: Enter your first name and the initial of your last name (e.g. if your fill name is Alpha Mouko, enter Alpha M.)
  • Your email address: Will already be auto entered and will serve as your username/login for future log-in attempts.
  • Set up your password. 

Dashboard

Once you're logged in you can see the Dashboard which is home to various sections.

  • Profile: You can access your Profile settings (and ultimately set up and/or edit things) via the profile icon in the bottom left corner of the dashboard by clicking on Account Settings and Privacy:
  • Note: you can also log out from this same area. Logging out after a shift is not necessary.
  • Name: It should be your full name.
  • Nickname: It should be your first name and the initial of your last name. 
  • This will be what is seen by the customers when you send out messages to them from HS.
  • Once your nickname is properly set up, do not ever edit it again unless told to otherwise. 
  • Email Address: Email address connected to your HS account and also your login to access it; agents cannot edit this information. 
  • Time Zone: Automatically set to your PC's timezone. You are not expected to change this value. 
  • Change Password: Self-explicit, note that access to your password is required to update this information.
  • Note: If you forgot your password on the log-in screen, you can follow this help article.
  • Availability: To mark yourself as available the moment you log in to HS. Tick this option.
  • Connected Accounts: Lets you connect external accounts to be able to sign in or get notifications (for Issue Updates) sent there as well. Do not connect any external accounts. 
  • Note: Your default access email already happens to be a Google account.
  • Email Notifications: To receive notifications in two cases: 
  • Updates to any issues you've already replied to and/or any new issues that you can assign to yourself.
  • When someone has mentioned you in a private note. You can also review any of your @mentions in the default smart view My Mentions (more information).
  • As part of our continuous effort to respect the GDPR expectations such as regarding PII (Personal Identifiable Information), do not enable this email notification feature.
  • Growl Notifications: You are free to disregard this option depending on what best works for you when keeping up with your Own Issues. 
  • Suggest FAQs: You can keep this option ticked to get potentially helpful FAQs when dealing with new issues.
  • Access to Helpshift’s  Privacy Policy.
  • For more information about this section, check out this article.
  • Please find a screenshot below demonstrating all of the above:

Into the Depths of Helpshift

  • The 3-Pane View: This is how you will be able to navigate through the issues you review. You can access the Issues section via the button on the top left (pictured above)
  • For detailed information on this workflow, please check out this article.
  • Issue (Ticket) Statuses: In Helpshift tickets are referred to as Issues. There several issue statuses with different attached meanings; please find a breakdown of the most common ones below: 
  • New Issue: Has not been assigned or replied to yet.
  • New Issue for Agent: Has been assigned to an agent, but they haven't replied to it yet. 
  • Waiting for Agent: The player has already responded to the Agent's reply and is waiting for their follow-up.
  • Agent Replied: Waiting for a follow-up from the player.
  • Agent Resolved: The Agent has resolved the Issue.
  • Agent Rejected: The Agent has rejected the Issue.
  • The Agent value will refer to the agent's nickname. 
  • For more information on how to change statuses and how it looks like, please check out this article.
  • Advanced Search & Saved Searches: For extensive information about how to use both features in Helpshift, please check out the following articles: 
  • What is Advanced Search, and how do I use it?
  • Note: Your search will be limited to only Shared Smart views/queues/issues you have access to.
  • How do I use the Saved Search feature?
  • FAQs: Located below the Issues button, is the FAQs button. This will take you to the FAQ screen, which contains all FAQs the client has provided as well as macros that can be used. Do note that if an FAQ says "Unpublished" this means players cannot see it, and only we can. 
  • Quick Replies: In Helpshift, you can access predefined answers that are in the Reply Box of any opened Issue in the Conversation Panel. Those predefined answers are considered Quick Replies and you can pull them up by accessing the quick reply menu and directly looking up the desired response. 
  • You can find detailed information about quick replies (including FAQs you can insert) in this article
  • Away Button: This button should always be turned to the right, when you are working. When you leave for the day (15 minutes before the end of your shift) or take breaks, please click on it to turn it to the left, so that it sets you to away, and no tickets accidentally get assigned to you. 
  • Help & Feedback: You can access the agent-oriented Helpshift documentation via the following button: 

  • Do not submit any feedback in this section, if you wish to share feedback about Epic's Helpshift, please bring this up to your Lead/SL(s) who will review it accordingly to pass it on to Epic as applicable.

Smart Views

You can find more information about how Smart Views technically work on this HS articles and how to create them. Let's say you wanted to create a Smart View that shows previously handled tickets that require your attention you can set it like so (pictured above);

Let's be more specific

If you wanted to only show tickets that only require your attention (new or previously handled), you could set it like so (pictured above);

Our Secret Site

Google Site - Breakown

This final section breaks down all of the different tabs on our Google Site

Home Tab: The “Home” tab will provide you with a list of all active Google Daily Reports. To access your assigned Daily Report simply click on the link and you will be brought to the corresponding Google Sheets page.

Also featured on this tab is the handy “How-To” guide for Google Daily Reports (which was included at the beginning of this document).


Knowledgebase Tab: The “Knowledgebase” tab will bring you to our ever-expanding Issue Database. This database will provide you with insight on hundreds of different potential issues you may encounter while assisting players, potential reasons for why this issue is occuring, as well as the steps to best resolve the issue in question.


Fortnite Battle Royale Tab: This tab gives you a lot of information such as:

  • Current Game Version
  • Upcoming Game Version
  • Game Knowledgebase and Tools (this includes our Handbook, HS Guides, the Item Sheet, Feedback/Suggestions sheet, and Threat Training guide)
  • Latest Announcements and a link to the file with all announcements
  • Public Known Issues (this includes our Trello, Reddit, Public Status, and Twitter pages) 
  • Internal Procedures (Time Off Requests and Overtime Availability sheets)


Team Structure Tab: This tab shows a list of all our active agents across all 3 offices (Montreal, Philippines, and Poland) along with a breakdown of Project Managers, Team Leads, and Shift Leads and their emails to contact them. 

Admin Portal

Read Carefully

Important Note:

Epic is actively monitoring actions made in the Admin Portal. Any fraud, adding items to personal account/friend's accounts is punishable by immediate termination and can have legal repercussions. Items have real value and crediting could be considered the same as theft which made to lead to legal actions being taken.

Admin Portal - What is it?

This is Epic's backend tool for account profiles and various backend features affecting account in one way or another. 

Access links: 

Accesses will require:

  • Epic-issued credentials (username(firstname.lastname) + password).
  • Access is only available via the use of a VPN. 

Sections withing Admin Portal and their technical aspects: 

  • Search Bar: 

Display Name: Refers to the name the player has set for their Epic Games account, that will show when playing in-game with other players. Players can provide this information. 

Identity ID: Refers to the internal string ID of an account. Since update v4.3, players can find this information in their Account and Content setting page in-game.

Email: Will find the account that uses the email you input. 

External Display Name: Refers to the name the player has for their external platform name (Xbox Gamertag, PSN ID), that will show when playing in-game with other players. 

  • To use this feature, you need to rely on two values: Type and the actual external display name for the related type. The most common ones are as follows:
  • PlayStation Network (psn): Profile name of the PSN account. 
  • Xbox Live (xbl): Profile name of the XBL account
  • Twitch (twitch): Profile name of the Twitch account.

Players can provide this information.

External Auth ID: Works the same way as External Display Name, only difference being that this value is for internal purposes. 

Players aren't expected to provide (and know) this information.

Note: The search bar has an auto-populating feature for the Display Name and Email values. As you start typing, the system is constantly looking up any accounts matching up the entered value.

Account Details - Diving further!

Account Details

  1. The Account ID AKA Identity ID - refers to the internal string ID of an account and is only for internal purposes. 
  2. Display Name (DN) - Represents the player's name, hovering above their character's head, in-game when playing on PC/Mac or mobile.
  3. Send Reset - Clickable option for a Display Name will have the following effect: 
    • Send out a reset email to force a Display name change (provided the account's email is valid):

  • Will automatically invalidate the DN and temporarily change it to “UserRandomStringOfCharacters” (e.g. User762319358) until the user follows up on the reset email.

    • Can be verified in the History Account - Service: 

 4. Display Name also visible from here. The Display Name can be manually edited and changed from here, refer to 11) to actually save the manual edit. 

 5. & 6. Note that these values can be changed by whomever has access to the account’s Personal Details page:

  • via direct access: Epic credentials consisting of the email and the password + 2FA if applicable.
  • or via indirect access: external accounts' credentials such as Facebook, Google, PlayStation, Xbox + 2FA if applicable.   

 7. Refer to #1

 8. MFA used to stand for Multi-Factor Authentication - Following the introduction of more options for 2FA (Two-Factor Authentication) purposes, Admin Portal was updated.

 9. Account Status: 

  • ACTIVE: Means the account is currently active and can be accessed from any unblocked platform and non-banned machine. 
  • DISABLED: Means the account can no longer be logged in on; disabling can occur for various reasons. 


To disable an account follow this workflow:

  1. Clicking on the ACTIVE toggle
  2. Selecting the most adequate reason (mandatory)
  3. Selecting the most adequate Product (technically optional)
  4. Clicking on Disable


 10. Notes: This section is meant to reflect any technical action made by any user (at the very least, CS) on an Epic's account. Placing notes for any technical actions made on an account is mandatory. 

  • The note template is always meant to be containing the following information: 
  • Current Date + What_You_Did + Case# (almost always applicable for CS agents) + FirstName_InitialOfYourLastName.
  • Example: 05/10/2018 + disabled account following customer request + 1234567 + AlphaM

Examples of reasons for placing notes (non-exhaustive): 

  1. Sending a Password reset/verification email/DN reset email
  2. Disabling/Re-enabling accounts
  3. Changing email address
  4. Refunding (monetary or cosmetic)
  5. Clearing sessions
  6. Adding/Removing Twitch Prime


Note: Do not ever erase and previously added notes (excluding human errors you wish to correct, ofc) instead, always continue to add a line break and type in your new notes as applicable. 

Note 2: Also note that the History Account - Service tab/section will reflect any "from/to" note edits. 


 11.Submit (AKA Save Button) - This button has several purposes: 

  • Required to save notes.
  • Required to validate/save any manual changes of the DN, Email or First/Last Name values.

 

We're nearing sub-terrain level!

Account - Creation/Login Data (Details Tab)

On any account, you are able to review above the notes field information relating to:

  • Created: Indicates when the account was created in your PC's timezone.
  • Last Login: Indicates when the account was last successfully accessed from any platform and in your PC's timezone. 
  • Last Failed Login: Indicates the most recent date and time since the last unsuccessful login attempt.
  • Failed Login Attempts: Indicates the number of unsuccessful login attempts since the most recent successful login.

Account - History - Account Service (Details Tab)

This section will reflect a variety of account-based actions made either by an end-user having access to the account or an admin user on Admin Portal. 

The kind of information that can be reviewed: 

  • History Date - Can be sorted from newest to oldest and reflects the timestamp data of the related action.
    • Note: This value alongside most time-based data in Admin Portal is meant to be based on your PC's timezone (ex: if you PC is set to UTC+2, Admin Portal's time data will show in UTC+2)
  • Action Type - Meant to reflect the kind of action that has happened, the naming convention appears to mostly follow HISTORY_ACCOUNT_ACTIONTYPE.
    • This information is best understood when reviewed alongside the Client Name and Updates entries. 
    • Examples:
      • HISTORY_ACCOUNT_DISPLAY_NAME_RESET_VIA_EMAIL - DN has been reset via the self-service (email) on the player’s side.
      • HISTORY_ACCOUNT_DISPLAY_NAME_RESET_CODE_GENERATED - DN reset email has been sent.
      • HISTORY_ACCOUNT_DISABLED - account has been disabled.
      • HISTORY_ACCOUNT_EXTERNAL_AUTH_REMOVE - an external account has been removed.
      • HISTORY_ACCOUNT_EMAIL_CONFIRMATION_CODE_GENERATED - Verification email has been sent.
  • Client Name - Reflects the client information, as in the source of where the action originated from.
    • Once you click on "Get Client Info", you're able to view the source. Some source examples: 
      • Most notable example: adminportal/adminportal - indicates the action was made from Admin Portal (system-based or user-generated (CS agent,for instance)).
      • Account Portal/accountportal / epicgesWebsiteClient/egWeb - indicates the action was made from the Epic website's account page.
      • fortnitePS4EUGameClient/fortnite - indicates the action was made from the Fortnite European Game Client on PS4.
    • Note: Generally speaking, the value is fairly explicit to give a quick idea of the source.
  • Updates: Will show in detail what values have been affected with any applicable from-to information.


General:

  • You can reveal any information within the collapsed tabs by clicking on the tab's name or the down arrow (pictured above): 
  • You can also refresh a specific section/tab if there is the universal if there is the universal refresh icon
  • You can temporarily resize any sections that have a small arrow on them, as well as drag and drop section withing the Details tab. Note that upon refreshing the section, any adjustments are reverted back to their default state. 


Account - Email (Details Tab): 

This section allows you to be able to: 

  1. Check if an email has been verified.
  • true = the email is verified
  • false = the email is not verified

  2.  Send a confirmation email via the button of the same name.

  • Once clicked on, you can verify it has been sent in the History - Account Service tab via this kind of action entry (left):  

Note: Sometimes you will need to refresh the page to see the above entry show up; 

You can also swiftly check if an email is verified from the Account Details section (pictured above):

Account - Password Reset (Details Tab)

This section will let you do the following actions: 

  • Manually changing the password used to be an option but is no longer tolerated as of May 10th, 2018.
  • Issue a SOFT Reset Password Email via the button of the same name: 
  1. Will send a password reset email that the user is free to ignore.
  2. Time before reset code expiration: TBD

Once issues on, you are expected to get a pop-up confirming your action (pictured above):

Customer-facing email (for a soft password reset looks like that (pictured above): 

Issue a HARD Reset Password Email via the button of the same name:

  • Will send a password reset email and will lock the account until the password has actually been reset.
  • The lock is also expected to sign out any ongoing sessions.

Pictured above is the customer-facing email for a hard password reset. 

  • Note: If the sessions are not cleared, you can verify and clear them in the following section.

Account - Sessions Tab (Details Tab)

This section reflects the active sessions on the Epic account. You are able to:

  • Review any active session and log any specific one out by clicking on the "X" from the same entry you wish to clear out. 
  • Clear out all sessions in one go by clicking the "X" at the top of the list (pictured above).

That would prompt the above pictured pop-up asking if you wish to continue with clearing all the sessions. 

  • Click Yes to effectively clear out all active sessions for the account. 

Review the above information

Filter: You can search any value at least found in Service Name, Auth Method, or ID. 

Service Name: Source of the connection.

Created: When the related session started being active.

Expires: When the related sessions is expected to automatically expire (unless it is renewed by user activity).

Auth Method: Internal information showcasing the authentication method. 

ID: Show Details can be expanded at will to reveal Session, Refresh (if applicable) and Client IDs, Client Version (if applicable) and the Minutes Remaining until the session is expired or refreshed. 

  • Note: The Get Client Details button can be ignored - DO NOT USE.

Account - Devices (Details Tab) 

This section lets you review which mobile devices are currently linked to the account:

  • Device: Will list the name of the mobiles device. 
    • Passing your mouse over the "i" give you the Device ID, the Model as as the Operating System (OS)
  • Link Date: When the device in question has first accessed the account.
    • Passing your mouse over the "i" gives you information listing the related country as well as IP address.
  • Last Access: When the device in question has last accessed the game (actual match in FNBR) from the related Epic account, passing your mouse over the "i" gives you information listing the related country as well as IP address (same logic as screenshot above).
    • "never" may show if the device has never actually played FNBR (ran a game, not just launching the app) on the related Epic account. 
  • What the Revoke button does exactly is still TBD. Below shows the pop-up one gets when trying to revoke authorization for a given device and how to do so.

Note that:

  • Several mobile devices can be linked to the same Epic account.
  • Similarly, the same mobile device can be used to access different Epic accounts as mobile devices are meant to operate like computers in the log-in behavior. However, one same mobile device can only be linked to one Epic account at a time.
  • The timestamps appear to be showing in UTC.

Virtual Private Network

Y'all are getting clearance!

Epic has provided us their VPN.

The VPN will work as follows:

  1. Open the app "Cisco AnyConnect Secure Mobility Client". (Pro-tip keep it in your taskbar)
  2. When prompted, please add "vpn.epicgames.com" and hit "Connect" (pictured above).

Let's continue...

3.  You will need to enter the Okta credentials you were given (username (firstname.lastname) + password) (pictured above).

4.  Then enter the matching code which you will get from the Google Authenticator.

End result should be:

If you have succesfully set up the VPN and followed all instructions, it will look like that --->

Note:

  • There is a timer at the bottom left corner indicating how long the connection has been active.

  • The VPN must be disabled whenever entering break times and must be used only for Epic-related purposes. Browsing anything not-work related when using the VPN is forbidden. Includes playing the game.

  • Epic has put together a comprehensive guide for VPN setting-up purposes that may provide complementary information.

Nothing is Perfect! 

You might run into the above mentioned error message when using the VPN, if you do, simply follow these steps: 

  • For any error messages you may be getting, please keep in mind the following troubleshooting steps:

  • Reboot the computer.

  • Try accessing your Okta account via an incognito window to verify if your Okta credentials are fine.

    • If they are and you’re able to log in, this issue may be temporary and lie with Epic, in such a case, please space out your log-in attempts to once every 10 minutes.

  • Try accessing your Okta account and VPN on a colleague’s machine temporarily just to see if this unlocks the issue on your own machine afterwards.

  • Regardless of any of the previous troubleshooting steps AND if the error message does not involve a “Login failed.” prompt, please always space out your log-in attempts to once every 10 minutes.

    • Repeated failed log-in attempts can lead to your Okta account - connected to your ability to access the VPN - to be locked out

      • In this case, only Epic would be able to help and this is a lengthy process for everyone that we all want to avoid as much as possible.