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HMRC internal manual

Shared Workspace Business Manual

HM Revenue & Customs
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Help and Support for Customer Members: Available Help

There is a variety of comprehensive help and support available for Customer Members.

To resolve issues quickly and effectively it is important that members choose the most appropriate help available. This will depend on the circumstances of each issue and will fall into the following three broad categories:

Registration and Enrolment

For help on how to register, enrol or access the service, refer to SW08120

Accessing the Service and Availability

For help if the service is not working as expected, refer to SW08130.

Using the Service

For help using the service and business processes, the following help and support is available:

  1. Product Help
This provides help with using the service.

It allows Members to search the help content by using keywords to find what they are looking for.

Product Help is accessed in Shared Workspace by selecting the ‘?’ icon on the control bar.
  1. Context Sensitive Help
This provides members with help for the specific online screen they are working on.

The link to the associated Context Sensitive Help is found towards the bottom of the screen.
  1. Online Learning Packages
Before using Shared Workspace HMRC strongly recommends that customer members should complete the Online Learning package(s) appropriate to their role [SW02210](

Members can re-access the online learning at any time to refresh their knowledge and members may also find the series of Quick Reference Guides included in the Learning packages a helpful aide memoir.
  1. SW Business Manual
This provides members with comprehensive guidance on using the service and their responsibilities as a member of Shared Workspace.
  1. Internet Site
General help and guidance is available on the [SW Internet]( site.

If there is a known problem affecting the use of Shared Workspace this will be outlined in a message on our [Online Services ]( of the HMRC internet site. Wherever possible we will also advertise planned downtime and service issues here.
  1. Customer Nominated Contact (CNC)
If having considered all of the above options the issue remains unresolved, members should contact a Customer Nominated Contact (CNC) for the Room in which they are working.

Note: The CNCs for the Room can be found by selecting the ‘members’ button on the Room’s home page. CNCs are identified by the suffix ‘CNC’.
  1. HMRC Business Authorising Officer (BAO)
If no CNCs are available please contact one of the BAOs for your Room.

The BAOs for the Room can be found by selecting the ‘members’ button on the Room’s home page. BAOs are identified by the suffix ‘BAO’.