Have questions?  Contact Us!

Follow Us! iCarol software twitter iCarol software Facebook iCarol software YouTube iCarol software LinkedIn     |    FREE TRIAL     |     SIGN IN
Logo
Logo

Where to Find Help when Using iCarol

iCarol is a large and complex piece of software, and every client uses it a little differently. Some clients use some features, and other clients use other features. Client needs also change over time, necessitating the discontinuation, addition or adjustment of processes and policies. We understand that there is turnover in our client agencies, so training new staff or volunteers is a continuous need.

We are here to help! We have a number of self-serve options for training and notification of new features and enhancements. We encourage all of our clients to explore the information available through these options to assist you with building and maintaining your knowledge of how to use iCarol to meet your needs.

iCarol Help Page – Online Video Tutorials and other training and informational material

To access the Help page, simply click Help in the left hand menu when you are logged into iCarol.

Training page

The Help Page is organized into sections representing the major features of iCarol – Volunteers and Staff, Shift Calendar, Call Reports, Messaging, Resources, and Statistics and Reporting. Each section has a number of videos or other documents (for example, PowerPoint presentations) explaining how to use the different features in iCarol. Feel free to use any of these materials in your own training programs at your agency.

iCarol Help Page – Help Articles

To access iCarol Help Articles, click Help form the left hand menu when you are logged into iCarol, then, at the top of the page, click “Help articles – browse solutions to common questions”.

Help articles page

You can search for help articles in a few different ways. You can enter a word or phrase in the text box next to the Search button, and then click the Search button. You can refine this search to a particular category by choosing a category from the drop-down menu below the search text box. Or, you can browse through the various categories and sub-categories listed on the screen by clicking on the name of a category. For example, the screenshot below shows the help articles available in the category Calls, sub-category Call Reports – Create & Submit Call Reports.

Help articles

iCarol staff are continually updating and expanding the Help article database as new features, enhancements and updates are released.

iCarol Dashboard – Announcements, tips and tricks

Users with Admin or Supervisor security status can access the iCarol Dashboard, which contains an Announcements, tips and tricks section. To access, simply click Home in the left hand menu when logged into iCarol.

Dashboard

This section contains posts about updates, new features, upcoming webinars, and more. Due to space limitations, you will likely only see the latest 3-4 posts displayed. To view earlier posts, scroll down to the bottom of this section and click the link labeled “See all news”.

iCarol Blogs

To access the iCarol blog page, access the iCarol website at www.icarol.com, then click ‘Blog’ at the top of the page.

blog

The iCarol Blog contains a variety of articles that pertain to the iCarol software as well as other topics we feel would be of interest to helplines, such as Bell Let’s Talk Day, as shown above. Blogs topics may include industry trends or news and events, helpline best practices, iCarol product and feature updates, new case studies and eBooks, ask the expert articles, and more. Want blogs delivered to your email? You can subscribe by filling out the small form you see in the lower right hand corner of the screenshot above. Doing so will deliver a biweekly Blog Digest to your email.

Finally, if you are unable to find the answer to a question you have, you are welcome to submit a case to the iCarol Support Team using the Online Case Management system. This is accessed by clicking Help in the left hand menu when you are logged into iCarol, then, at the top of the screen, clicking “Cases – contact the iCarol Support Team”.

Tags: ,

Carmen Lovas

iCarol is your helpline software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...

Proud to Partner With...

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

  • client testimonials

© 2023 iCarol, a Division of N. Harris Computer Corporation. All Rights Reserved.

iCarol helpline software   iCarol helpline software   iCarol helpline software   iCarol helpline software