Dream Team 6

What do I do?

100

A student accidentally chose the wrong birthday on their PathwayConnect application. What do you do and what article do you use? 

Right now, there is no option for a student to change his/her first and last name (not preferred), or birthday. Tell them that we are working on fixing this error. 

PC - Personal Information Change

200

A PWOL student wants to change their declared major. How do they do this? What do you tell them and what article do you use? 

A student can change their Certificate or Degree in their degree planner, found under 'Academic Resources' in their portal. See tutorial here: https://youtu.be/7xThoqdF4lk.

OD - Declaring a Major or Certificate

300

A student is having technical difficulties. Their portal isn't working right. You've went through the troubleshooting steps but it's still not working. What do you do and what do you need to include? What article do you use? 

*hint* open article! we are looking for detailed changes made to this article*

1. Escalate the ticket to “IT”.
2. If possible, record a Zoom call with the student, having them show where the error is occurring. If not, request a screenshot from the student, make sure the screenshot is in a PNG, JPG, or JPEG format, if there is no recording or screenshot the ticket will be sent back to the agent. (Check the summary section of the article on how to take a screenshot).
3. Attach the recording or screenshot to the notes section of the ticket.
4. Add a detailed description of the error that the student has reported, as well, include a step-by-step process of how the student got the error, without the notes, the ticket will be sent back to the agent.
5. In the notes add a checklist of all the methods that were attempted from the Basic Troubleshooting section.
   
   PC - System Errors

400

A PWOL student has a financial responsibility hold on their account and can't register for class. They've tried to remove it but they're not sure if they're doing it right. What if they can't fix it? How do we help them and what article do you use? 

Send them the detailed instructions in the article and if it does not work and the student is having trouble removing the  Financial Responsibility Hold, please fill out the escalation link for the student (agent does this) Accounting Services Escalation Form.

OD - Financial Holds

500

If a student contacts you about enrolling in the block version of PathwayConnect (or the accelerated program) what do you do? 

Explain that the block version is completely full and no additional students will be able to join this semester. 

New Stuff!

100

What new article was announced to help us with the new block version or accelerated version of PathwayConnect? 

PC - Block Curriculum Test

200

What is the new block version or accelerated version of PathwayConnect?

Students take PC 101 and PC 102 in the same semester.

Starting this Fall, PathwayConnect is testing streamlined versions of PC 101 and PC 102. These versions are still the same amount of credits, still seek to achieve the same outcomes, but have fewer assignments and readings.

The goal in this test is to learn how students perform with the streamlined courses compared to students in the regular (current) courses. As Fall 2020 progresses, we will learn from the performance of these streamlined courses as we plan for future curriculum tests.