This article describes the roles in the Social Support Program, as well as some of the suggested tasks for each role.
This article explains how to generate a shortened mzl.la link
This article has the common replies for the Army of Awesome.
Guide for support forum contributors, documenting troubleshooting techniques used to solve some of the issues frequently asked in the Firefox Support forum.
These are the guidelines on how to get started with the Mozilla Social Support Program. In 2017, there was a new program started in Mozilla Marketing that reached out to users on Social Media with the Brand accounts. These guidelines are a source of onboarding to the Social Support program.
This is a contributor topic for deciding on when to reply to a tweet or facebook comment where you might not know what to do.
These are guidelines for the roles of Moderators in the Social Support Program
Configuring your workspace to find users looking for help with Firefox is easy to do. This is an article that has 2 common setups that you can use to get started.
Learn how you can escalate an issue in Conversocial
Learn the different kind of tags we use and how you can apply tags for Twitter conversations in Conversocial for Social Support
Learn how you can contribute to the Social Support program using Conversocial
Learn how you can help Firefox users on social media through Social Support
Learn how you can help with non-English conversations on Mobile and Social Support