The Help Center provides access to the main sources of information for Absorb LMS. This allows you to find answers to your queries swiftly and effectively. In addition, you can utilize Absorb Academy to access Online Courses and bolster your LMS knowledge.

Knowledge Base

The Help Center, or Knowledge Base, houses articles and documentation intended to assist you in using the LMS.

To access the Help Center from the Admin Experience, please advise the following steps:

1. Access the Admin Experience.
2. Open the Help & Support Menu from the top right corner.
   
3. Select View Support Site.
   

Navigating a Knowledge Base Article

Once you have accessed a Knowledge Base article, there are a few sections to be aware of. These sections are the same across all of our articles.

1. The Search Bar enables you to query the Knowledge Base. Results will be returned that match your search.
2. The Breadcrumb Trail or Category path indicate where in the Knowledge Base this article is located. You can click any of the items present here to navigate to that Category.
3. The Table of Contents provides an overview of the headers present in this article. Click any of the items in the list to navigate to that section.
4. Click the Related Articles section to expand it and reveal additional articles related by topic.
   
5. Click the Attachments section to expand it and reveal any files that can be downloaded from this article. The Attachments section will only appear if there are files attached to the article. Click the files to download them.
   

Absorb Academy

Absorb Academy is the best place to upskill on existing features, learn more about new ones and enhance your overall knowledge of our LMS. Since it utilizes our own LMS, the platform will already be familiar to you. The Academy is updated with new Courses every month, where these new Courses will be highlighted with a red New! tag on them.

To access Absorb Academy from the Admin Experience, please advise the following:

1. Access the Admin Experience.
2. Open the Help & Support menu from the top right of the page.
3. Select Absorb Academy.

This will bring you straight to Absorb Academy. Let’s go through what each of these containers comprise of:

1. My Courses: Courses or Curricula you have enrolled in, past and present.
2. Catalog: A view of all the Courses our Academy has to offer.
3. LMS Core Training: Learn how to be the best Administrator you can be with our LMS Admin Training.
4. Release Training: Houses all of our Major Release Demos to date.
5. Absorb LMS Tutorials: Quick-guides and configuration training on various LMS features.

Featured Courses are typically those most relevant to any changes or new features that have been implemented, and can be found under the containers above, as shown below:

Contacting Absorb Support

Our Client Advocacy or Support team liaise with our clients in relation to any cases of unexpected functionality. This can include but is not limited to:

• Potential bugs
• Unwarranted errors in configuration
• Sudden performance delays.

Should your query be in relation to training or configuration needs, our Client Success Managers or Digital Client Success Managers would be best equipped to assist you.

To contact Support from the Admin Experience, please advise the following:

1. Access the Admin Experience.
2. Open the Help & Support menu from the top right of the page.
3. Select Contact Us.

This will open a dialogue box (shown below) that will allow you to submit a ticket to our Client Advocacy team for investigation. Please ensure you include all information for your issue with examples, screenshots and screen recordings where necessary.

Alternatively, you can visit this page for further information on our Support lines, or submit a request via this form within our Knowledge Base.

Once you are signed into the Help Center, you will be able to track all your requests in the My Activities page. Here, you can see the Ticket ID, Subject, Created, Last Activity and Status.

First Time Access

When you attempt to sign in to the Absorb Help Center, Absorb Academy or Ideas Portal for the first time you will be prompted to log in using the Email Address associated with the Administrator account of your Portal.

A one-time code will be sent to your Email Address to verify your login. You will be required to enter the code sent to your email to gain access to your target service. If your Email Address was not validated, you will be asked to fill out a form with your information before continuing.

Office Hours

Hosted by our Digital Client Success Management Team, Office Hours brings together fellow Absorbers and allows them to learn about new features, and best practices and ask questions.

Follow the steps below to join one of our upcoming sessions:

1. Contact your assigned Absorb representative to advise of your interest to receive your Enrollment Key.
2. Log-in to Absorb Academy. Remember, you must be signed in to your Portal in order to access the Academy.
3. In the Academy, open the Private Menu in the upper right corner of the screen.
4. Select Enrollment Key.
5. Enter the Enrollment Key when prompted.
6. After using the Enrollment Key, proceed to the Office Hours Curriculum and choose a Session to attend.
7. After enrolling in a Session, you will automatically be sent an email with a Calendar Invitation. We kindly ask that you complete the Office Hours Questionnaire in advance of the Session.

News

We currently have a section in our Help Center called News. This details the various client communications around Feature Changes, Major Releases and Change Logs. Let’s go through what each of these entail below:

1. Announcements: Designed to inform anyone following this section of minor or major service updates, or to any potential disruption to service or performance delays.
2. Release Notes: Houses Release Notes for past and upcoming Major Releases. Please be advised that these notes do not detail bug fixes but rather discuss any new or changing features within the LMS or our paid add-on services.
3. Change Logs: These logs update clients proactively on changes to any Integrations or add-on services that they currently utilize. As we continue to enhance our Knowledge Base, we hope to grow these logs to encompass more services and Integrations.
4. Service Notifications: Monthly patching and infrastructure deployments are listed here.
5. Content Library Updates: If you utilize Absorb Amplify or BizLibrary, our teams are constantly working to update their content and increase the variety of resources for clients.

To be alerted of updates related to any of these sections, please click the Follow button on any of the sections or pages you want to receive notifications for.

This button can be found on the top right of each section and article page.

We are consistently striving to better the client experience with our self-help tools and resources. Should you have any feedback on articles that you believe could be updated/enhanced or improvements to Absorb Academy, please do not hesitate to fill out this form here for our Customer Enablement team to review.