Today, today mark the day that we officially renamed Firefox account to Mozilla account. As a contributor to the Mozilla Support platform, here's what you need to know:
As a forum or Social Support contributor, please help us to direct any questions related to Mozilla account to the Mozilla account contact form, unless it can be solved with KB articles. We have a forum common response and a clipping in Verint called Mozilla account contact form that you can use at your convenience.
As a KB contributor, please notify the content team if you see Firefox account is still mentioned in a KB article, or if you see an article that should be moved to the Mozilla account category (or fix it yourself if you're comfortable with that). You can also check out this article to learn more about editorial guidelines for Mozilla account in our Knowledge Base.
If you're part of a locale team, you should expect to see many translated articles become outdated due to the update that we’re doing with the English KB articles. Please check the Recent Revisions page to see the articles that we’ve updated as part of this launch.
More about that in this blog post. And please post in this thread if you have questions around this.
Hey folks,
Today, today mark the day that we officially renamed Firefox account to Mozilla account. As a contributor to the Mozilla Support platform, here's what you need to know:
* As a forum or Social Support contributor, please help us to direct any questions related to Mozilla account to the [https://support.mozilla.org/questions/new/mozilla-account/form Mozilla account contact form], unless it can be solved with KB articles. We have [https://support.mozilla.org/kb/forum-response-mozilla-account-questions a forum common response] and a clipping in Verint called ''Mozilla account contact form'' that you can use at your convenience.
* As a KB contributor, please notify the [https://support.mozilla.org/kb/meet-team content team] if you see Firefox account is still mentioned in a KB article, or if you see an article that should be moved to the Mozilla account category (or fix it yourself if you're comfortable with that). You can also check out [https://support.mozilla.org/kb/editorial-guidelines-mozilla-accounts this article] to learn more about editorial guidelines for Mozilla account in our Knowledge Base.
* If you're part of a locale team, you should expect to see many translated articles become outdated due to the update that we’re doing with the English KB articles. Please check the [https://support.mozilla.org/en-US/kb/revisions?page=1 Recent Revisions page] to see the articles that we’ve updated as part of this launch.
More about that in [https://mzl.la/47yoEy7 this blog post]. And please post in this thread if you have questions around this.
Does this cover questions about Firefox Sync as well?
Is this the start of more products/services being moved from the Forum to staff answering user questions?
Does this cover questions about Firefox Sync as well?
Is this the start of more products/services being moved from the Forum to staff answering user questions?
I'm curious, will SUMO KB links that have firefox-account in their URL get updated to mozilla-account?
*https://support.mozilla.org/en-US/kb/remove-synced-device-firefox-accounts
*https://support.mozilla.org/en-US/kb/access-mozilla-services-firefox-account
Not changing the URL (slug) when updating the title for a KB article was discussed here:
https://support.mozilla.org/en-US/forums/knowledge-base-articles/716588
''Kiki [[#post-86377|said]]''
<blockquote>
* As a KB contributor, please notify the [https://support.mozilla.org/kb/meet-team content team] if you see Firefox account is still mentioned in a KB article
</blockquote>
I have a revision pending review to update an article which still mentions "Firefox account" in the article content: [[Pocket transition to Mozilla account - FAQ]]
Do I need to contact the content team or should I just wait for it to be approved?
https://support.mozilla.org/en-US/kb/pocket-migration-to-firefox-accounts/history
''Paul [[#post-86407|said]]''
<blockquote>
Not sure if the move to this being a staff only product on the Forum also means that KB articles are also staff only.
</blockquote>
"This being a staff only product on the Forum" could also apply to Pocket. When you go to https://support.mozilla.org/en-US/questions/new/pocket the Get Support link goes to https://support.mozilla.org/en-US/questions/new/pocket/form
This is similar to the Mozilla Account support form:
https://support.mozilla.org/en-US/questions/new/mozilla-account/form
Mozilla Account articles aren't mentioned in [[Article review and approval guidelines]]. I asked about the status of Pocket KB articles on October 7 in the KB articles forum but I haven't gotten an answer so far. See: https://support.mozilla.org/en-US/forums/knowledge-base-articles/716332#post-86217 ''Updating our Article Review Guidelines''.
I added another post to that thread and asked about Mozilla Account KB articles.
I think these (Pocket and FxA) are being treated as premium, staff only, products going forwards.
That may be so but the Article review and approval guidelines need to be updated to make that clear. At the very least, staff needs to post confirmation here or in another discussion forum, that non-staff can't approve revisions to Pocket and Mozilla Account KB articles.
''Paul [[#post-86419|said]]''
<blockquote>
I think these (Pocket and FxA) are being treated as premium, staff only, products going forwards.
</blockquote>
That may be so but the [[Article review and approval guidelines]] need to be updated to make that clear. At the very least, staff needs to post confirmation here or in another discussion forum, that non-staff can't approve revisions to Pocket and Mozilla Account KB articles.
Does this cover questions about Firefox Sync as well?
Not for Firefox Sync question. This was covered in the FAQ as well.
Is this the start of more products/services being moved from the Forum to staff answering user questions?
For some of the reasons I mentioned in the blog post, yes. But I wouldn't stretch it so far as the start of a new inclination towards agent-support. If you look at our support offerings, in addition to MxA, we opt for agent-support only for premium products.
''Paul [[#post-86384|said]]''
<blockquote>
Does this cover questions about Firefox Sync as well?
</blockquote>
Not for Firefox Sync question. This was covered in the [https://blog.mozilla.org/sumo/2023/11/01/mozilla-account-rename-changes-on-the-support-flows/ FAQ] as well.
<blockquote>
Is this the start of more products/services being moved from the Forum to staff answering user questions?
</blockquote>
For some of the reasons I mentioned in the blog post, yes. But I wouldn't stretch it so far as the start of a new inclination towards agent-support. If you look at our support offerings, in addition to MxA, we opt for agent-support only for premium products.
As Paul and Alice mentioned above. We recommend keeping the slugs for this transition.
''cor-el [[#post-86395|said]]''
<blockquote>
I'm curious, will SUMO KB links that have firefox-account in their URL get updated to mozilla-account?
*https://support.mozilla.org/en-US/kb/remove-synced-device-firefox-accounts
*https://support.mozilla.org/en-US/kb/access-mozilla-services-firefox-account
</blockquote>
As Paul and Alice mentioned above. We recommend keeping the slugs for this transition.
I just approved your revision. Thanks for catching that, Alice!
''AliceWyman [[#post-86399|said]]''
<blockquote>
''Kiki [[#post-86377|said]]''
I have a revision pending review to update an article which still mentions "Firefox account" in the article content: [[Pocket transition to Mozilla account - FAQ]]
Do I need to contact the content team or should I just wait for it to be approved?
https://support.mozilla.org/en-US/kb/pocket-migration-to-firefox-accounts/history
</blockquote>
I just approved your revision. Thanks for catching that, Alice!
I think these (Pocket and FxA) are being treated as premium, staff only, products going forwards.
That may be so but the Article review and approval guidelines need to be updated to make that clear. At the very least, staff needs to post confirmation here or in another discussion forum, that non-staff can't approve revisions to Pocket and Mozilla Account KB articles.
I don't recall there's a conversation about that internally, so far. I don't think we'll apply the same policy for Mozilla Account (maybe yes for Pocket), but I'll check with the content team to make sure.
''AliceWyman [[#post-86421|said]]''
<blockquote>
''Paul [[#post-86419|said]]''
<blockquote>
I think these (Pocket and FxA) are being treated as premium, staff only, products going forwards.
</blockquote>
That may be so but the [[Article review and approval guidelines]] need to be updated to make that clear. At the very least, staff needs to post confirmation here or in another discussion forum, that non-staff can't approve revisions to Pocket and Mozilla Account KB articles.
</blockquote>
I don't recall there's a conversation about that internally, so far. I don't think we'll apply the same policy for Mozilla Account (maybe yes for Pocket), but I'll check with the content team to make sure.
