<!-- Creo que deberíamos cambiar el título por Respondiendo preguntas de ayuda --> Es fácil empezar a contestar las preguntas de soporte. No te preocupes, no tienes que ser un experto en Firefox para marcar diferencias. La mayoría de las preguntas ya están contestadas por un artículo de Knowledge Base y puedes poner un enlace. Si tienes preguntas sobre el proceso de apoyo, no dudes en preguntarnos en [https://support.mozilla.com/en-US/forums/contributors Contributors forum] o en el [irc://irc.mozilla.org/sumo #sumo IRC channel]. A continuación te presentamos algunos consejos sobre cómo convertirse en un profesional de las respuestas. __TOC__ = Buscando ayuda = '''Ayudante en Android '''<br>Actualmente estamos buscando colaboradores que tengan acceso a Firefox Mobile en un teléfono Android. Con la última versión beta hemos añadido Firefox Mobile para el mercado Android y mucha, mucha gente comenzó a usar Firefox Mobile por primera vez. Si quieres ayudarnos a responder a sus preguntas y señalar lo que debe ser documentado en el KB, por favor envíe un correo electrónico a atopal (at) mozilla dot com '''Ayudante Firefox Home '''<br>Firefox Home es la aplicación Firefox Sync para iOS. Decenas de miles de personas lo están utilizando ya, pero estamos empezando a construir una comunidad para apoyarnos en nuestros foros. Si estás interesado en ayudar, puedes unirte a los desarrolladores para responder a preguntas de los usuarios y descubrir lo que hay que mejorar o documentar en Firefox Home. Por favor, envía un correo electrónico a atopal (at) mozilla dot com y yo podremos empezar. = Encontrando preguntas = Como mencionamos antes, usa [https://support.mozilla.com/en-US/questions the thread list] para encontrar a los usuarios que necesitan ayuda. Presta especial atención a las discusiones que no tienen respuestas o si el último post que no sea de otro colaborador (los colaboradores tienen nombres marcados en verde). Si estás en Mac o Linux, ten cuidado con los usuarios con el mismo sistema operativo, sino puede que las preguntas de los usuarios de Windows no se puedan responder igual. = Finding answers = Rather than trying to figure out the user's problem by yourself every time, first search to see if it's come up before. Try to use the Knowledge Base articles before anything else. These articles have been quality reviewed and have info for all supported systems. Remember, you're not only helping the person who's asking the question, you're helping people who read the thread in the future. {note}'''To link to an article in the Knowledge Base, put the article's name in double brackets. <nowiki>[[</nowiki>Safe Mode<nowiki>]]</nowiki> becomes [[Safe Mode]]. Don't separate words with + signs; use spaces instead.'''{/note} If the Knowledge Base doesn't have your answers, you can use any other source you want. Some good ones: * [/search.php?q=&lang=en&where=all&refine=1#forum Forum threads] * [http://kb.mozillazine.org/ mozillaZine Knowledge Base] * [http://forums.mozillazine.org/ mozillaZine Forums] {note}'''To link to a URL, put the URL in single square brackets, with a space separating the URL from the text. <nowiki>[</nowiki>http://www.getfirefox<!-- -->.com Download Firefox] becomes [http://www.getfirefox.com Download Firefox].'''{/note} If you find yourself using external resources, consider adding their information to an existing article or proposing a new article – see [[How the Knowledge Base works]]. Because this site is the first line of Firefox support and a Knowledge Base search is the first thing most users will do, having the info in a Knowledge Base article will let the user find the info more easily by themselves. = Doing investigation = If you can't find previous cases of the issue happening, here are some tips on figuring out the problem yourself. * Consider the user's OS and Firefox version. * Take a look at the user's extensions and plugins. In particular, watch for the [[ActiveX]] plugin (which causes all sorts of problems) and duplicate instances of other plugins. * Try to isolate the cause of the problem. ** Does the problem happen on your computer? This is useful for determining whether it's a problem with the user's set up or with Firefox or a website in general. ** Does the problem happen in IE as well? If so, it's a problem on the system, not Firefox. ** Does the problem happen when security software is temporarily disabled? ** Does the problem happen in [[Safe Mode]]? ** Does the problem happen in a new profile? Again, if you find out the solution, consider adding it to the Knowledge Base. = Posting replies = * Be nice. It's not your job to defend yourself, others, or even Firefox or Mozilla. Users may just be venting because their problems are frustrating. The best thing to do is to help the user get his or her answer. If you feel that a post has crossed the line, report it to a moderator. * Make a judgment on a user's experience based on their posts. For example, not all users know how to get to about:config. When in doubt, err on the side of explaining more. * Look at what OS the user is using and cater your reply to that. For example, Linux users won't have a {filepath C:\Program Files} and Mac users may not be able to right-click. = Following up = The answers you give may not be correct, or the user may have some follow up questions for you. In either case, it's useful to both you and the user that your conversation continues. Consider checking "Send me an e-mail when someone replies" on threads you post in so you know about any replies. You may also find [https://support.mozilla.com/en-US/questions?filter=my-contributions the list of threads you posted in] useful.

Es fácil empezar a contestar las preguntas de soporte. No te preocupes, no tienes que ser un experto en Firefox para marcar diferencias. La mayoría de las preguntas ya están contestadas por un artículo de Knowledge Base y puedes poner un enlace. Si tienes preguntas sobre el proceso de apoyo, no dudes en preguntarnos en Contributors forum o en el #sumo IRC channel.

A continuación te presentamos algunos consejos sobre cómo convertirse en un profesional de las respuestas.

Buscando ayuda

Ayudante en Android
Actualmente estamos buscando colaboradores que tengan acceso a Firefox Mobile en un teléfono Android. Con la última versión beta hemos añadido Firefox Mobile para el mercado Android y mucha, mucha gente comenzó a usar Firefox Mobile por primera vez. Si quieres ayudarnos a responder a sus preguntas y señalar lo que debe ser documentado en el KB, por favor envíe un correo electrónico a atopal (at) mozilla dot com

Ayudante Firefox Home
Firefox Home es la aplicación Firefox Sync para iOS. Decenas de miles de personas lo están utilizando ya, pero estamos empezando a construir una comunidad para apoyarnos en nuestros foros. Si estás interesado en ayudar, puedes unirte a los desarrolladores para responder a preguntas de los usuarios y descubrir lo que hay que mejorar o documentar en Firefox Home. Por favor, envía un correo electrónico a atopal (at) mozilla dot com y yo podremos empezar.

Encontrando preguntas

Como mencionamos antes, usa the thread list para encontrar a los usuarios que necesitan ayuda. Presta especial atención a las discusiones que no tienen respuestas o si el último post que no sea de otro colaborador (los colaboradores tienen nombres marcados en verde). Si estás en Mac o Linux, ten cuidado con los usuarios con el mismo sistema operativo, sino puede que las preguntas de los usuarios de Windows no se puedan responder igual.

Finding answers

Rather than trying to figure out the user's problem by yourself every time, first search to see if it's come up before. Try to use the Knowledge Base articles before anything else. These articles have been quality reviewed and have info for all supported systems. Remember, you're not only helping the person who's asking the question, you're helping people who read the thread in the future.

If the Knowledge Base doesn't have your answers, you can use any other source you want. Some good ones:

• Forum threads
• mozillaZine Knowledge Base
• mozillaZine Forums

If you find yourself using external resources, consider adding their information to an existing article or proposing a new article – see Cómo funciona la Base de Conocimiento. Because this site is the first line of Firefox support and a Knowledge Base search is the first thing most users will do, having the info in a Knowledge Base article will let the user find the info more easily by themselves.

Doing investigation

If you can't find previous cases of the issue happening, here are some tips on figuring out the problem yourself.

• Consider the user's OS and Firefox version.
• Take a look at the user's extensions and plugins. In particular, watch for the ActiveX plugin (which causes all sorts of problems) and duplicate instances of other plugins.
• Try to isolate the cause of the problem.
  • Does the problem happen on your computer? This is useful for determining whether it's a problem with the user's set up or with Firefox or a website in general.
  • Does the problem happen in IE as well? If so, it's a problem on the system, not Firefox.
  • Does the problem happen when security software is temporarily disabled?
  • Does the problem happen in Resolver problemas de Firefox usando el Modo seguro?
  • Does the problem happen in a new profile?

Again, if you find out the solution, consider adding it to the Knowledge Base.

Posting replies

• Be nice. It's not your job to defend yourself, others, or even Firefox or Mozilla. Users may just be venting because their problems are frustrating. The best thing to do is to help the user get his or her answer. If you feel that a post has crossed the line, report it to a moderator.
• Make a judgment on a user's experience based on their posts. For example, not all users know how to get to about:config. When in doubt, err on the side of explaining more.
• Look at what OS the user is using and cater your reply to that. For example, Linux users won't have a C:\Program Files and Mac users may not be able to right-click.

Following up

The answers you give may not be correct, or the user may have some follow up questions for you. In either case, it's useful to both you and the user that your conversation continues. Consider checking "Send me an e-mail when someone replies" on threads you post in so you know about any replies. You may also find the list of threads you posted in useful.