Templates
The parent has reached out confused about several issues that need to be addressed.
A total of 3 emails have been sent.
The parent is now frustrated because they feel like we are taking too long to answer their questions and when we do respond, not all of their issues have been addressed.
A phone call has been requested.
What is Call Request Template?
We received this email:
Good morning 🌻,
May I know what is the class start and end dates? And what is the class start and end time in a topical class day?
Sincerely
Yong
What snippet could be incorporated into a template?
What is #Program Format Inquiry?
The student received a scholarship; the program cost is now $448. They are located in Brazil and state that the Brazilian Real compared to the American dollar is too high.
Student's Question: How will I pay this in United States Dollars?? I can have my uncle exchange the money but I'm not sure how to pay you guys in cash. Even so, I can not pay all at once. Is it ok if I pay from time to time?
What is Payment Plan Inquiry Template?
What is #Currency Inquiry?
We received the following email:
Dear support,
You have pending incoming emails that you are yet to receive.
Access to (support@kup.gsb.columbia.edu) will be restricted until you confirm ownership.
Confirm account now
Note: Access to support@kup.gsb.columbia.edu will be restricted within 48 (forty eight) working hours.
Regards
kup.gsb.columbia.edu support Team
Identify the kind of email this is.
What is spam?
Title of the link we provide to a parent so they may pay for their student's program. Associated with the new system.
Hint: Possible bonus points! Think hard.
What is Deal Enrollment URL?
Bonus 25PTS! If you got this correct! This is a trick question. Old or New system, it's the same title in HS.
The student Lizbeth Ramirez was recently accepted into the Business of Luxury program for the February 5 - March 5 2023 session.
The student has stated that March 5 - April 2, 2023, works better for their schedule.
What is the Accepted Switch Confirmation template?
The student wants to know the difference between a 1-week cohort and a 4-week cohort.
What snippet could be incorporated in a template?
What is #sessionlength?
We received the following email in our Rice inbox:
Hello,
I was recently emailed about this program, and I would love to take a course but I saw that the only two offered were medicine related courses. I was wondering if there were other STEM courses offered and when they would be offered. Thank you, Mia Yonker
Identify the template and snippet we would use to respond to this student.
Hint: First, explain to the student who we are.
UNDER CONSTRUCTION
templates snippets - 200 points
Answers:
Rice-redirect (Bran will create a new template)
Genome overview
Any redirects, we will not train the part-timers for that template.
What is the Rice-Redirect template?
What is #Rice - Genome
What is #Rice - Physiology
(List all the courses we offer and a link to their direct pages)
Bonus 50 PTS: Confirm that we do not offer STEM courses, and provide a link to either start or resume the application if they are still interested.
How would we identify this email, when filling out this ticket?
Dear Sir/Madam
I am a representative from InterGreat Education Group, parent company of the world’s number one IELTS training website, ieltsonlinetests.com.
We are currently looking for advertisers in the USA and believe that Wake Forest University Pre-college programs would be a great fit for this region. Our users are primarily aged 16-22 and are studying to prepare for higher education or are interested in professional development.
I have attached some information about our digital advertising packages in the US. We can also offer marketing solutions in more countries based on your requirements.
If you would like to start advertising today or are interested in strategic partnership opportunities related to our other areas of expertise, namely study abroad, exchange programs and online testing, please feel free to get in touch.
Hint: Only 1 answer for 1 field within a ticket to be filled out.
What is a Misc. Marketing Request category?
Review this link (DO NOT SCROLL DOWN):
https://app.hubspot.com/live-messages/6703643/inbox/3892807563#email
Identify the link we must include in our response.
What is Deal Registration URL
Bonus 50 PTS: Old or New system?
The parent has responded to the "Thank you for your application" auto-email:
Thank you. I have Natalie taking the Medical Research Pre-College Course at Georgetown in March, and I think I'll have her do the April session for this Astrology course, as she has a lot going on during February right now. Can you please update her application to those dates? Thanks.
App Deal Stage is: Completed
Hint: What is the root issue? Think hard, possible bonus points!
What is the Scholarship Pending template updated wording for "application"? In the meantime, please confirm the dates that work best for the student (list the sessions) and we will pass this along to our Admissions Team.
100 Bonus pts (this route avoids back-and-forth comms with parent): Escalate to Kyrena to have the app review expedited. If the student is accepted into Case, and there is only 1 session offered in April, switch the student to that session and send the enrollment/checkout link.
We received this email from a parent in our Georgetown inbox:
My son just finished his A-levels in July 2022 at Tanglin Trust School innSingapore and will start Philosophy at Edinburgh University in september 2023. He has a Dutch nationality and is 18 years old (dob 21 April 2004). He is currently taking a gap year and is a ski instructor in Switzerland. He is also on a debate team for the county, it's to help younger children develop their argumentative skills. Is he eligible for your pre-collefe programs?
No application on file yet for this student.
What snippet could be incorporated in a template?
What is #Georgetown Age? Yes, your student is eligible.
Bonus 50 PTS: Suggest that the parent have their student start an application with us for Law: How To Think Like an Attorney. Include the link to start an application!
The student has delayed their enrollment because they can not afford the remaining balance.
They have mentioned that their family has financial difficulty.
They are very excited about this program and confident that they will benefit greatly since they will be pursuing the program as a major in college. The student is hoping to have their current financial scholarship re-evaluated.
What is
Appeal scholarship offer Template
#appealscholarshipdeny
[[#program]] <--Program Dates URL?
We sent the following email to a student:
Hi Nikol,
Thank you for your response and we’re sorry to hear that you are not able to enroll at the approved scholarship.
While we weren't able to offer you another scholarship, we would still love to have you participate. Since the tuition payment is due at least 48 hours before the start date, we'd be happy to switch you to a later session to postpone the enrollment deadline.
You can click the following program(s) below to view a full list of available dates:
Business: Strategy & Innovation
Investing: The Future of Finance
Let us know which, if any, session(s) would be more convenient and we'll update these details for you right away.
We appreciate you applying with us and please let us know if you have any other questions or concerns.
Thank you,
Arpna
Identify the category, partner/program, and journey tag when filling out this ticket.
What is Scholarship request?
What is Wake: Business and Wake: Finance?
What is Accepted Unpaid?
A course ended 1 month ago, but the student has now completed their program and is eligible to obtain a certificate.
Identify the title of the link we would send to the student, so we can get more insight into how they felt about the program.
What is Deal End of Course Survey URL?
Bonus 25PTS: Provide the title of the link we would send for their certificate. What is...?
The parent has reached out to advise the following: Hi, are there any pre-college course classes that are 100% scholarship approval that Joel can take?
The student has an accepted-unpaid application on file.
What is Post-App Scholarship Request and notify the parent that scholarship awards are not guaranteed, and may be partial or full. Or advise the parent that full scholarships are not guaranteed.
A snippet we use in an email that will allow a student who is located in the new system, to resume their application.
What is #partnerapplyurl?
SPECIAL CARD
When in HubSpot, I have to click these 2 things to access the inbox where all our email communication happens.
What is conversations?
What is Inbox?
We received the following response:
I'm ecstatic to hear this news! Thank you so much for the scholarship! I would like to apply this scholarship to the following program,
We sent the following email on 2/1/23:
Hi Adonis,
Thank you for confirming your program and session.
Your enrollment is now complete for Becoming A Surgeon: Skills, Specialties, And Diseases with the dates Sunday, May 07, 2023 - Sunday, Jun 04, 2023 (4 weeks).
A Canvas welcome email with instructions on how to get started will be sent from notifications@instructure.com to the enrolled student's email within 48 hours of the start date.
Congratulations again! Please feel free to reach out if there is anything else we can assist with in the meantime.
Best,
Kenya
Identify the Category, Partner & Program & Journey tag
What is Scholarship: Decision?
What is Georgetown: Surgery?
What is Accepted Enrolled?
The button you click within a contact record to expand the conversation or view the communication history between the contact and CLX.
Hint: Hover over this button to find the answer.
What is View (or Hide) Trimmed Content?
A student sent this email:
Good Afternoon,
I hope this email finds you well. The reason for this email is to request the transcripts from a college program I took this past summer. The name of the program was "How to Think like a Lawyer". I know it does not give college credit, however many of the schools I am applying to as a senior ask for evidence of this.
What is Transcript Request Template?
SPECIAL CARD
When dealing with a chatbot, we click on this to ensure that we are responding as an email and not a chat.
Hint: Hover over the button, the answer is what the button is called.
What is change channel?
SPECIAL CARD
This is what the general inbox tab, is called.
What is Precollege Programs?
SPECIAL CARD
The tab we click on in HubSpot where we can leave a note for our colleagues or ourselves, to revisit the email or chat communication later.
What is comment?
The link we click on to access all of a program's sessions on the marketing site.
We can use the URL of this link in an email so that when a student clicks on it, it takes them to the dates we offer for that particular program.
Hint: The answer is the title of the link on the marketing site.
What is program dates?