Helper Mode
The helper mode allows an LDS member to access another persons account
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Are their any cautions or warnings when using this method to help someone?
are their any dangers?
Do LDS Support missionaries use this method to resolve tech support issues?
are there any scenarios where we should not be using this method of help?
Is there any reason it should not be used to submit names for Temple Work?
Answers
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[ Response, had to be SPLIT into Parts, due to size limitations ]
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Dennis
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FYI
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The matters regarding, BOTH, the "Help Others"; and, (Consultant) Planner, features/functions/facilities, have preciously discussed and debated, at length, in the (OLD) 'FamilySearch' ("GetSatisfaction") 'Feedback' Forum, now this Forum.
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Those matters, also included the the 'pros' and 'cons', of WHY the "Help Others" is NOT available to Users/Patrons who are not Members of the Church.
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Plus, the information in the following "Knowledge Articles" in 'FamilySearch' was also proffered; as, there is nothing untoward there. Although, they cannot be accessed by Users/Patrons who are not members of the Church.
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How do I use the Help Others link in Family Tree?
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What does a Helper do?
https://www.familysearch.org/help/helpcenter/article/what-does-a-helper-do
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One of the IMPORTANT thing to note, is that, as a (Church Member) "Helper", you are doing so, with the Users/Patrons, knowledge; and, consent; as, they have provided you, with the necessities, to access their "Account", on their behalf.
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And, one other IMPORTANT thing to note, is that, as a (Church Member) "Helper", 'FamilySearch" (ie, the "System") ALSO tracks (ie. Records), the fact that, you were acting as the User's/Patron's "Helper, while you are doing so - until you "Stop Helping" them.
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Plus, in/through, the submission, of ('FamilySearch') "Support" Cases, the User/Patron, HAS the OPTION, to, either, "Allow"; or, "Not Allow", (ie. authorize or not) 'FamilySearch' Support team to access information in their 'FamilySearch' Account. And, there is a 'Link' to view "Privacy Policy" (ie. Privacy Notice)
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But, that said, despite the aforementioned regarding ('FamilySearch') "Support" Cases, the aforementioned DOES NOT give permission/authorise the 'FamilySearch' Support team (or, Personnel thereof), to ACT as a/the User's/Patron's "Helper".
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The authority given is ONLY that to, access; and, view, the 'FamilySearch' Account of the User/Patron, to take whatever action is necessary, to address/fix the matter (ie. Case) at hand - certainly NOT act as a "Helper".
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[ The "Knowledge Articles" follow ... ]
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Brett
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[ Response, had to be SPLIT into Parts, due to size limitations ]
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Dennis
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The majority of your concerns should be addressed by the following "Knowledge Articles" in 'FamilySearch':
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How do I use the Help Others link in Family Tree?
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Where is states:
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Members of The Church of Jesus Christ of Latter-day Saints can use the Help Others link to view another person's family history information in Family Tree. Please use this tool to help someone else experience more fully the blessings of temple and family history work.
Before you start
Please ask the other person for permission before attempting to help. Please do not ask for his or her FamilySearch password. This is private and should not be shared. Instead, you will ask for the following information:
- The person's helper number. This is available after sign in, on the Settings page, under Account.
- The person's FamilySearch username. (In place of the person's FamilySearch username, you can also use the person's full name and date of birth.)
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Results
A banner on the screen indicates who you are helping. You see and use Family Tree, the temple functionality, and other parts of FamilySearch as if you were the person being helped.
While you are signed in as a helper, all changes are attributed to the person you are helping. For example, if you add information to Family Tree or upload a photo, the person you are helping is listed as the contributor. If you request family names, the person you are helping is listed as the person who requested the ordinances. Although you do not see it, the system also tracks the fact that you were acting as the person's helper. It does not display your contact information anywhere that other users can see.
If you time out of FamilySearch while acting as a helper, sign back in using your own account, and then sign back in again as a helper. Otherwise, any work that was not saved before you were timed out is attributed to you.
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What does a Helper do?
https://www.familysearch.org/help/helpcenter/article/what-does-a-helper-do
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Where is states:
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When you help someone else with the Planner or the helper feature, you can use most of the FamilySearch website as if you were that person.
What you can do
• Preview the person's information in Family Tree in order to prepare a personalized lesson plan.
• View information about living people in the person's tree.
• See, add, and correct information in Family Tree.
• Upload, tag, link, and manage memories.
• Open a memory, and see any comments others added.
• Manage family names for the person, including the following:
° Request and reserve temple ordinances.
° Print family name cards.
° Share family names.
° Unreserve family names.
What you cannot do
• Access the account holder's personal information in Settings.
• Use the FamilySearch messaging service on behalf of the person. The messages you send show as from you.
• Sign in to help a deceased member.
• Add comments to memories.
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I hope this helps.
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Brett
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Without attempting to answer each of your specific questions, I will attempt to provide you with my thoughts about the use of helper mode. Any consultant should know how to use the helper mode and be able to use it if you are not sitting side by side with the person they are helping. If you are not in helper mode you will not see living people in the account of the person you are helping. Frequently this can be quite troublesome in attempting to resolve the users issues. Support personnel have exactly the same issue and can be most helpful if they have and use helper information.
Another use of helper information is for individuals who do not have a computer or are somewhat incapacitated. A person can have a helper enter information and prepare information so that ordinances can be completed. In addition this process could be used to help those who may be living in remote locations.
It is highly recommended that others use the helper capability rather that logging in as the user. It is possible to see that changes were made by the helper ( special access is needed) and thus one could determine if someone was intentionally damaging the system.
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I have used the helper mode myself without issue - I understand how it is used
I just wanted simply know if there are any reasons NOT to use the Helper mode.
I have been told that Missionary Support personnel do NOT use the helper mode - is that true? - why would that be?
I have heard reports of bad things happening with the use of helper mode - though I'm not sure such reports had any truth to them - so just wanted to get feedback here.
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The only thought that I have is regarding the person being helped. When you give out your helper ID it is similar to giving out your username and password. As long as you never change that helper ID, the person you gave it to could come back anytime years later and access your FS account. So some people may want to change that ID after they have given it to someone and the help is over.
Of course it is not nearly as serious as giving out your FS account username and password. The church uses a "single sign on" mechanism which shares your username and password across many of the the church's platforms. For example, giving your username and password to someone so that they can go in and do things in your FS account ALSO gives them the ability to go in and examine all of your church donations (they could even trigger a huge donation directly from your bank account to the church if they wanted to). If you have a leadership calling, they would be able to go in and see information that is supposed to be restricted to your calling. Many times that may include sensitive information.
Don't ever give out your single sign on information to anyone unless really necessary. The Helper ID in FS is the much preferred way of doing it IMHO.
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