Videos

[Edlio Webinar] Intro to the Help Center

Added Feb 24, 2020 •

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In this webinar, we discussed all of the tips, tricks, and feature walkthroughs available in the Help Center. This recording is perfect for anyone who wants to learn how to use Edlio tools more effectively - teachers and admins alike!

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Today we will be covering all the resources that are available to you in the Help Center. And, for those of you whose site is live, up and running, you have access to support resources which I'll be covering today, as well, A support representative will be answering your questions in the meeting chatbox Also, as always, our webinar is being recorded so you will have access to that in a few days once it's uploaded onto our Help Center, and that's where all of our webinar videos are posted so definitely made sure to check that out at your earliest convenience. So, let's go ahead and get started. I'm logging in as an administrator for a demo site that's currently live. Now, if you haven't launched your site yet, you should have the temporary links given to you by our project manager. Once the project is complete, they'll deliver both your temporary links. Which, they're used for updating and playing around with your site before it goes live, as well as, your permanent links. And right now we're viewing the dashboard depending on what type of privileges you've been given access to by your website administrator. your dad It may look a little different, like, you might not see all of the modules that I can currently see displayed here. Your website administrator can give user rights and privileges so if there is something that you'd like to have access to, please speak to your website administrator and they will be able to help you. [silence] [silence] [silence] Can you guys see my screen? Okay, give me one second please. So sorry about that. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Hi, so sorry about that. [silence] So back in our [silence] [silence] [silence] Back on our admin site, up at the right you have a "Help" drop down menu And I always recommend that you use the help Center resources because nine times out of ten the answer that you're looking will be there. And now for "Contact Edlio Support" that's available once your side is live. We enable tech support as soon as your site is launched where you can actually submit tech support cases and reach out to the team with any technical questions or issues. So let's click into theHelp Center and this where you can find an in-depth overview of each module or feature that we offer. So I'm going to start with these upper icons here which direct you to a page about, for example, this one, some "Tips and Tricks" where you can find frequently asked questions and other requested areas to cover. "Back to School" is a great resource for users who need like refreshers, teachers who need to clean up or build out their teacher page. Click on the link [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] And, Meet the Team: this is where you can read a little more about our Client Success Team and our Tech Support team And just below that we have "Get Help" where you can find the contact information for Support or Sales Team, Accounting, as well as, General Inquiries. But, I do want to mention that you all have a Client Success Specialist who is your primary resource for any questions regarding your Edlio website. If the Client Success team cannot help with a specific request, we definitely can connect you with someone at Edlio who can. "What's New" features Help Center updates. These are our hot topics that are worth reading about so definitely check that out, and, of course, you can always reach out to your Client Success Specialist for more information on certain topics. "Troubleshoot" this is more for our technical users, for example, like our web administrators who are having issues with Google Single Sign-On (SSO) or errors when uploading a CSV file. So, for those of you who are more on the technical end, this area would be helpful to you. "All Help Articles" is a great resource because all of our features that are available are listed on this page. You can find what you're looking for simply click into it and you'll be directed to the Page Overview and the Section Menu where you can find Step- By-Step instructions which include screenshots and recordings. We also have the feedback button. We would love to hear your feedback, whether it's something that you love about our product feature or if it's anything that you feel requires improvement: we want to hear about it. [silence] [silence] So back to the Health Center homepage, you can sign up for our upcoming webinars. We host three webinars a month. We usually do them on Fridays. Also, on top of on top of the three webinars we do every month, if there is an important new feature, or if there's anything important we also add them as well, so they could be more than three three or more, and we usually do them on Fridays. And, if you can't make it to the webinar, we have previous webinars that are recorded and posted on the Help Center, so if you click on: "See Past Webinars" and then videos, you'll see all of our previous webinars. that have been uploaded and recorded, so you can also search for a specific video on the search option here. and on The Help Center homepage, if you scroll down a bit, you can see the dates and topics of the webinars for this month. Just beneath that, you can also check out some of our product features, as well. Some of the features on the page are "Built-In Features" Some are also add-ons. We're more than happy to provide more information about any of our built- in or add-on features so feel free to reach out to your Client Success Specialist if you're interested in learning more about them. Scrolling down, on our Help Center home page we have our phone numbers listed, and you can also subscribe to our newsletter to keep up-to-date with all of our product enhancements, any updates and events, so please subscribe to our newsletter as you'll be informed of any Edlio updates. I also want to mention that if there is something specific that you're looking for, you can definitely do a quick search here in the search box. Now that I've covered our Help Center Page, let's go ahead and get back in our admin page. And, for those of you whose website is live and have tech support enabled, under "Help", "Contact Edlio Support" You'll see buttons that will direct you to some of the Help Center pages. So, for example, if you click on: "A-Z guidelines", you'll be directed to the "All Help Articles" page that I had just shown you. If you can't find what you're looking for here and you have a technical inquiry, then you can definitely either submit a case by clicking into new case or you can call our tech support team. The hours listed are preset to your timezone, so when you do submit a new case, you'll have your name your email (that's currently in the user management) and you can input your phone number. You'll have the subject and then a message box just to describe your question or areas where you're finding issues, and then you can also attach any files or screenshots. The more information you have, the more it'll help our support team review and identify the issue. And, once you submit that, your case will be in queue, and a member of our Support Team will be contacting you. [silence] [silence] You can also view previously submitted cases by going into view case archive. You can check on the status, or you can reopen a case, as well. Keep in mind that if you don't see a "Contact Edlio Support" under the Help dropdown menu, that's because your site hasn't launched yet and you haven't been granted access. If you do have anything that requires technical assistance prior to your site going live, just reach out to your Client Success Specialist and they can be the ones that are submitting cases on your behalf. [silence] [silence] Another thing to note is that completion of cases right now, the turnaround time is 24 to 72 business hours, but during our busier season, it can take at least 72 hours, and this also depends on the type of case you're submitting. All users have access to the help center and tech support. There is no cap as to how many cases you can submit. It is unlimited. I also want to emphasize that you do have a Client Success Specialist. Your Client Success Specialist is your main point of contact, usually introduced to you by the project manager once your project is complete. You can almost think of us as your Edlio "Go-to" Specialist. We can provide any information about the CMS and any new features and if you're unsure of who your CSS is please email clientsuccess@edlio.com clientsuccess@edlio.com

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