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Making the Best Use of Edlio’s Support Resources (featuring a live Q&A with our CMS Support Manager) [Edlio Webinar]

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Check out this recorded webinar where we highlight all of the support resources included with your Edlio website service, as well as a live Q&A with Edlio’s CMS Support Manager, Raul Gutierrez. We highlight some best practices, as well as some tips and tricks to ensure a quick turnaround time on your support cases.

Show Transcript

already everybody I think we are ready to get started thank you so much for joining us today for this my atleo webinar. Today is going to be a very special webinar now we are going to be looking at the best ways to make use of our extensive support resources that's a webinar ultimate self but we also have something very special we have an interview with a Leo's support manager who can give you first-hand advice how to make best use of those resources soap start bring some some questions now cuz you are going to have a q-and-a session I just want to also special because we're going to be giving away some gift cards as well throughout the webinar I also have some trivia up top and at the end of the web right here will also be giving away gift cards offer some of the best questions that we received today as well. They'll be on Amazon Starbucks gift card so good stuff here that we have a lot to get tubes so let's get started all right now first off let's start with our top of webinar trivia here they can submit your your answers in the queue in a feature here so just tap on that Cuban a button there I just paid your question here but in this case worth going to need an answer from you all right person to correctly answer this trivia question will win an Amazon or Starbucks gift card all right so that trivia question coming up here in three 21 this group of teens who vowed to be friends forever went to what high school I'm looking for the name of the high school they went to not to show what high school did they go to all right first one I got was from Tim Georges Creek Bayside High Bayside High School now a bonus bonus question here I can anybody tell me the name of their band that they formed in the future if you have it throw it in the near future there if not no worries a little bonus their butts in Georgia sending you a gift card here let's hop over here look at the today's agenda okay we're going to be looking at a few things that I know we're fish Ali back in the swing of this new school year I hope you all had a restful summer break and it's new things start to pop up at school I'm sure you're all utilizing your area website to be the communications Powerhouse that you needed to beat as well and with that return to school whiskey a lot of changes right you students new staff members of the administration or are you might just be brand-new to the adley ocms and in that case welcome we want to ensure a smooth transition into the new school year with all of these changes which is why we like to host a webinar on this subject every year so our wonderful clients just know how to go go ahead and get the help that you won't need with your school website now what are we looking at today we are going to be looking at how to get help and where you can find it ways you can learn about what's new in the Ed Lee ocms I'll take a look at the dept of health articles are available to you and will be getting to the star of Today Show wealth of knowledge is the LCM as support manager here so we can order some ways you can make the best use of our support resources we have some User submitted questions already but I know I have some questions come to mind to throw them in the culinary field will be giving out more gift cards to some of our favorite questions that come in all right and that's him George zachattack that is correct that is the name of the band from Saved by the Bell that they form when they are older okay alright Ed but right now we're going to do is hop over to the help center here all right the first thing how do you access the help center go to help. Atleo, there are a variety of ways that we have to be out here are trying to help you all right we'll show you how we can get to this health center from your admin site in East 2nd Ave Well Albert first thing on a highlight here in the help that you're up here get help passing simple enough right click that all right now from the top here all we have are CMS technical support so if you need help with your website were having technical text question this article here shows you how to open a case which one a walkthrough together here in a second. Going back here these are the numbers you can call here to access support line right down here we have a status page all right click on that all right looks like we've no incidents reported today looks like we have a long ways where we have no incidents reported that is a good thing to know now if you ever having trouble accessing your site you know you get there message or something check this first it could be some sort of a system-wide outage or something we always recommend checking this edlio status page first just in case you know in case it might be some bigger issue with a bat that is the case we are definitely working on it but I always check this status page first all right we're headed back here into the help center actually going to head over to the admin site here hop over the admin site all right I am here I'm logged in as an admin and depending on whether you are logged in as an admin or regular user here at the dashboard might be a little bit different but from here if you want to go ahead and get some help go up here put that right there you go right to the help center but right down here contact Elio support that's what I want to focus on right now going to click into that all right now, working from the top you're alright hear This Bar I hear all of this some great places to bookmark on your toolbar because they are always being updated and changing the first office A to Z guide on click that that is a full feature list here right now you may not know what you don't know until you look here right so you know we might have some features that you might not even be aware of you know that might be perfect for your site go through here check it out you know we have a list of all of our features here we come down here you know if you're a new user starting from scratch we have our beginner skier advance so if you don't start using the CMS coming here we have all sorts of Articles here to help you get acclimated to the Elias EMS and here we have a more advanced section 2 you want to level up there skills that is where you can do that and then coming down here again with more technical topics and osms or ospr at Leo pay option there's some more information on those things I'll back over here with some tips and best practices you're on at least that is my favorite actually right here because it's more conceptual than are A to Z guide right do come through here with some best practices things like that until we get you know a lot of questions about right this is great settings to start against tips best practices great place to start right here updated features here and we come back over here I can watch our monthly webinar this brings you here today to help center as well check on videos we have a recording of all the winners we've ever done it right here you can accept them till I pretty much any question you have on it so definitely recommend checking out a great great resource information all right. Back over to the admin site are not down here to get help from a website and then a straighter a great first step is to reach out to your school or District Batman they may have information that support vets where are supporting would inevitably ask for any way right now plus it gives them an opportunity to see how to better support their staff all right so I probably web Edmonds out there I recommend letting your staff know about the speaker so I can easily get in touch with you when do some of the more common things that we see that where that means can help with what I think is having trouble adding a senator classic R&B Auto populate it with some information here to send over to web and then you can select up to 3 Webb Avenue well that makes Miss drop down here and it sends an email there to your with admin if you need help updating content or if you come and find out your staff directory info is not correct great place to check that out and then down here if still need help contact Elias this is where you go ahead and open a support case one thing to note though is that your site does have to be lies let's say you know you're still willing to launch and I just got the keys to the car you're at Leo site right I haven't launched yet that you're not able to this you have to go through your client success specialist to open a case they can do for you super super easily I'm you reach out to them there this year do I'm here click new case and simple enough subject a little how do we know what is going on with you say what you need help with descriptions remember try to get descriptive as possible include a link to the page that referring to and then down here you can add any attachment photo screenshots which would be super super helpful for the support team to go ahead and get that case closed as soon as possible all right I just some general tips and tricks really are you know if once you submit that case you come back over here a list of all your case is here if you're looking for a status of a case want to give us a call at that number have your case number ready to go again the screenshots are always going to be helpful and email your client success specialist in case you have something we might be able to do more quickly interesting so we can be in the loop as well. strategize how we can better help serve you right if you're not sure who your client success specialist is the client success at nba.com and we will be happy to help all right and help center real here couple more things going to look at that all right again. Are we just checked out what's new going to be Adam inside we go over here to troubleshoot either common situations that we've seen in our salt by troubleshooting right so if you're just having trouble logging in on if you need help taking a screenshot to submit a support case things like that I'm clearing your browser cache that's a big thing so say we made some put a chance to your site here and you're passing on your end yet a lot of times if you going to be like browser cache that might be what's causing you not seeing that these changes update on your site just something worth noting here so always check this troubleshooting a overview as well very very helpful to come over here to our help articles this is what we looked at for the A to Z guard against skin is Pages a great place to ask yourself you will I ever use this feature or do I already know everything there is to know about these features right I maybe that's something you can learn to make your experience faster or even follow follow the website best practices more closely right at the moment you like the school news app I know I'm right here a lot of these have a quick instructional videos here with me get you know super easy going to follow along with whatever it is that you're looking for parents on the app write down here check out the section menu button this one right here in the parents on the app we have some email samples to Collateral to help you get your canoe be more involved with this case to school music we have lots of tips tricks best practices here to always check out the section menu here cuz I might be some stuff you might not have thought to ask her you'll make a note of yours always check the section menu here for any of the particles you are taking a look at and last but not least before we hop in to our interview with Raul feedback over here with a few different feedback options can we have our satisfaction survey there are Howard doing trying to figure this out to anything related to to leli we have our endorsement for me to someone do above and beyond for you write did a new feature really help you out when you were in a bind right up a little bit about your experience here in our marketing team might reach out to depending on you know what we have here but I recommend doing it and it really goes a long way to help us improve our product and general feedback right that provide feedback on the ugliest EMS improve right is there a new feature that you know you really love her something that that you really want to see right this kind of feedback that we get here from provide feedback on the Elias miss this directly impacts our product roadmap right what we're going to be releasing in the future so our product team I guarantee I guarantee you they look at every single response that comes in so I'm go ahead you know if you have something that you want to go ahead and suggest me we ask this EMS something like that this is where you do that this is not a place to submit request for support but just a general feedback venue all right I actually thought I like one last thing to look at it real quick quick here just want to catch any of the webinar at the top of the page here is where you can do that and down here you can see any of our future webinars we have here for the rest of the month down here you're okay but now on to the star of the show today I'm going to stop sharing my screen here in a second you're going to see my mug here in just one second we go ahead and stop sharing here Monica Maldonado is a to z guide or other a help tools let us know if the future is free or a page of the article will indicate whether or not is an add-on or not okay awesome okay I want to go ahead here and stop sharing my screen flow folks good to see you I don't think we have Raul hero it is very good to see you LOL good morning miss you too benefits and I are going to have a discussion here with some questions I'm committed by you at least wonderful clientele question that all throughout our discussion please throw them in even a future here we might not be able to get to all of them but remember we are going to be getting out Amazon and Starbucks gift cards to some of our favorite question that we received today I stick around at the end here cuz we'll have another round of trivia for more gift cards in here again and thank you for being here can you tell us a little bit about yourself and how long have you been with with edlio I've been here since 2018 so I'm halfway through my fourth year I will be 5 years very exciting when we talked about poor resources right what what's included in that can you come at 11 right on that yeah there's three main Avenues, can we just through cases through phones and through emails with all connected to a member of our team will work together to solve whatever issue or I'll take and eat your site okay okay I know in your time here now almost 5 years now how have you seen our support team overall hourly progress and evolve more structured we introduced tiered support a couple years back we've actually layered phone schedules so that members are more members are available at any one time The increased communication with our CSS team our sister team so you better help clients get more information if we need yes yes there's a lot of communication I'm on the client success team and I just I love the collaboration partnership we have our support team everyone everyone on the support team I just I'm always in awe of just the calendar knowledge or know-how yeah it's it's great it's great working with you and your team there can you elaborate you're just talking a little bit before about that structure that that to your system he cannot elaborate on the difference years of support offered so there's three tiers tier one they handle are basic how to question walkthroughs your password resets so we can't get in a minor website updates to the handle design changes little bit more coding intensive and they are our main go to or neata questions that's Americans with Disability Act questions so I basically do most advanced here so they deal with the authentication for your admin site how you login whether it be through our standard authentication through ldap working with your ad or SSO working with Google Microsoft they also do sis integration this new information system and they also worked with our product team to handle any bug reports that may come in any software issues with the CMS I also work with the website itself wow okay can you please give me a general like walkthrough of what the an average day in the life of a tech support agent at at I was like well for most hours of the day are they are on phones each tier is on a little bit different times but throughout the day but an average of 4 hours a day when they're not are there are handling cases mostly and as well as answering and emails and cummings were support@apple.com email address whether that be for people that have been locked out of the website or I forgiveness from you launches are coming now would you say are some of the most common cases that we see coming into the support you so in my personal experience the most frequently Asked question is kind of how Pages work so I've walked through a lot of clients are through our Pages module some other common cases are new icon updates logo updates especially around this time of the year maybe your school gets a new lease on that end we make those navigation changes maybe they wanted you drop that and then again like I said wait times right so we always want support cases to be handled in the most efficient way possible what what are some of the ways clients I can help speed up the wait time on support cases or at least ensure that your team has everything needed to be gay work on that case as as soon as possible and what are some of the common factors that could lead to like longer than usual wait times what decreases it like you said earlier is and the most detail possible what device you're using are you on a Mac or you on a PC or your phone are you using Microsoft Edge Firefox Google Chrome the permissions associated with your if it's not if it's something on the admin side if you walked in and you see something that's not the way you think it should be inside where you want in or site for the website and what really helps us out as well as screenshots and screen captures so either just a static picture where you see the issue or video recording of you going to assert page and then something happen that will always give us a head start on the work that we do on the flip side of that with no details or an unclear issue just saying this is this is broken it's not really going to help we just need a little bit of had to go off of and then we'll no go smoothly from there and you know the more people do that I have seen a lot of people put more detail on the cases which is right around 6% improvement from last year in turnaround time wow that is that is very impressive overall do you have any general tips you can offer to web admins out there in regards to any long-term plans or changes at have fur for their sites well if there are a long-term plans are big changes I would definitely say get them in as soon as you know the board or whoever approved has done so so that we can get a head start on doing we don't always have to do push the changes meeting you make the changes live on the website we can do the work before and then you know a certain date that you guys want published changes we can make that happen so yeah work doesn't have to be done in production can be staged to be pushed out on a date like in my previous response good case details screenshots captures that will definitely help us and seeing if the changes are possible I not everything is fine we can't afford any website and then also expect you may have some questions or suggestions ISO you know what you expect that from them and you know as soon as we get our answer fantastic awesome we have some questions feature what's the top over us running short on time yourself will try to get as many as we can hear the first one from a genie here if I have something that I need help with right away is it more efficient to call or email the help desk so it's low and it's quicker to call us I'm just to get in touch with quickly as possible you may have to put in a case if it's something that will take some time with you but our tech support agent will walk you through the steps awesome so Monica Maldonado. Monica thank you for the kind were a Monica asked did I just peed at the Elias EMS works with a Google SSL for login to the site yes you are so doesn't work to get into the site there is some setup which we will walk to their Zack very helpful guy in The Help Center that will walk you through it but again is there to help you or you once everything's taken care of on the side there are some that will need on our end or explain those as well just send those over to us and we can Implement those awesome okay I think the last question we can get to hear today is Kimberly Kimberly has a question about her staff directory and organizing them into sections we want artists have teacher separated by their grade level office staff have a section and our other staff members is as possible what's the best way to accomplish that role so it sounds like Kimberly is using our Legacy we've actually published a pushed out a new type of staff directory which is much more robust and customizable it's actually in degrees into pages so just like you have a staff block a blank one is actually staff blocks now and you can create multiple locks on a single page in which you can separate out by any kind of subdivisions you want first grade stuff whatever you needed to be in so that's one of the greatest accomplishments in the last couple years my opinion and its it would be great to take advantage that so if your clients specialist can help you with but I agree it has been an absolute game-changer actually a folks checkouts are webinars we have one exit up a last time we did I was all about creating stand staff directory with the staff blocks feature Duffy recommend checking that out I will rule out there at time I really really appreciate you taking the time to speak with us today I'm sorry we couldn't get the everybody's questions here always Emily great ones coming in hopefully if one last tribute question to get to I'm going to let Raul hop off your will again thank you so much for a four drinks today of course nice seeing you perfect alright for today for our webinar I thank you so much for joining us if you have any questions or anything like that reach out your client success specialist are there always happy to help if you are not sure who that is please return to client success at Elia duck, and we'll be happy to point you in the right direction again I want to thank you also for joining us all y'all are the best and we hope to see you at the next one right

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Making the Best Use of Edlio’s Support Resources (featuring a live Q&A with our CMS Support Manager) [Edlio Webinar]

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