Title given to the various organizations which contract with Pearson Learning Studio. They may be primary/secondary (K-12), higher education (colleges, universities), private or public organizations.
What is EP/Educational Partner?
100
This internal tool allows us to search the Pearson Learning Studio database to pull up end users based on their personal information.
What is Greenpages/Bluepages?
100
This shows the student's exam results and any other graded work their instructor has assigned to them.
What is The Gradebook?
100
This department facilitates the initial platform provisioning, and coordinates the initial program launch for an EP. They help train an EP’s administrative staff in terms of how to successfully manage the online portion of their program. They are also our contact when we need more information about an EP.
What is CS/Client Services/Request?
100
This is one of the earliest arcade video games, and is a tennis sports game featuring simple two-dimensional graphics.
What is Pong?
200
A part of a service contract where the level of service is formally defined between our support group and the EP we are contracted with.
What is SLA/Service Level Agreement(s)
200
This section within RightNOW allows agents to look up information that is specific to various Educational Partners.
What is EP Info?
200
This button/link is what you click when you want to write a post within a Threaded Discussion.
What is Respond?
200
This group is an additional service that EPs can purchase for their professors/course developers to get additional assistance with building their Learning Studio courses.
What is iSupport?
200
She is a is a fashion doll manufactured by the American toy-company Mattel, Inc, whose real name is Barbara Millicent Roberts
Who/What is Barbie?
300
This tool within the course converts Microsoft Office files, such as PPT, DOC etc into HTML so that it can be viewed in the course. It is typically referred to by its acronym.
What is the ODC/Office Document Convertor?
300
This is the phone system used by the Denver-based Pearson 24/7 support team.
What is GAD/Genesys Agent Desktop?
300
This is an interactive graphical chat tool that allows students to communicate with their instructor and with other students in real time.
What is Class Live/Class Live Pro/CLP?
300
This group is responsible for monitoring server health in regard to immediate system events and server-specific performance. We escalate to this group when we encounter system wide or server related issues.
What is Operations Support/Ops Support?
300
A Raccoon City police officer, who starred in the video games Resident Evil 2 and 4.
Who is Leon Scott Kennedy?
400
The escalation queue that Pearson Learning studio agents advance/escalate incidents they cannot resolve. These incidents are then worked by Sr agents or Team leads and forwarded to other departments, like Production Support.
What is HD Fixit?
400
This tool is available for each campus within the Learning Studio platform. Administrators with the School or Client Services Reps can use this tool to change/manage the online campus for their school.
What is Admin/Administrative Pages?
400
This tool allows students to record their thoughts in a private way, and can also be used by the instructor to assign various work. Attachments are not allowed in this tool.
What is The Journal?
400
This group manages the code and databases for the Learning Studio platform. We escalate to this group when we encounter course specific or user specific errors that we can recreate.
What is Production/Prod Support?
400
Born David Robert Jones on 8 January 1947, this musician was inducted into the Rock and Roll Hall of Fame in 1996.
Who is David Bowie?
500
This support model allows EPs to provide their own level one support group, who can escalate issues they are not able to fix, to our support group
What is Tier 2 Model?
500
Created by Ingram, this website allows agents to search for VitalSource eBook users.
The area that most students will land on once they sign into a Pearson Learning studio website. If a student signs in through a portal, it is not likely they will see this.
What is PSH/Personal Student Homepage?
500
A business strategist that works with an EP’s executive team, and provides market insight to help achieve an EP’s model for success. This role understands the EP’s goals and strategic initiatives and collaborates with other Pearson teams to leverage resources
What is an ASM/Account Service Manager?
500
This movie begins with "I believe in America. America has made my fortune." and tells the story of an aging patriarch of an organized crime dynasty.