Answering community Support Forum questions
Rules and guidelines for using the Mozilla Support site.
Escalation Guidelines for referring support forum questions to the Mozilla Helpdesk
Guide for support forum contributors, documenting troubleshooting techniques used to solve some of the issues frequently asked in the Firefox Support forum.
Guidelines for support forum moderators
Support Forum Contributors training for Firefox for Android
Training and cheat sheet for support forum contributors
This training includes some useful tips and helps you to provide excellent support for angry, frustrated and difficult users. We call it Defusing the Bomb.
This will go through the logic on how to draw a forum question or a support question to its conclusion.
Gives instructions on how to answer escalated questions in the Mozilla support forum - for a beginning contributor
Introduction to Contributor Quality Training
How to use the support forum as a contributor
Customer Service Take aways
Conclusion to the Quality Training
These are some questions that new contributors commonly have about answering questions in the support forum.
This article explains how to generate a shortened mzl.la link
Learn how to find support questions
Learn how you can help Firefox users (and users of other Mozilla products) by answering their support questions
What you need to know about Firefox customization with the userChrome.css file and how to help users get more help or revert their changes.