CRM
What standard text do you use to offer a student future intake?
CE - Offer future intake
What does is the description and meaning of code WAPP?
Withdraw Application - The application has been withdrawn.
List the 3 quick link headings on the KC home page.
EXTRA 100 POINTS FOR ALL 4 SYSTEMS.
Systems, Dashboard & tools and Other.
Finesse, TAFE NSW CRM, Peoplesoft, EBS.
What are the follow up dates for future intake for both semester 2, 2026 and semester 1, 2027? What progress status is each semester under?
Semester 2, 2026 - 1/6/2026 (3 months)
Semester 1, 2027 - 1/11/2026 (6 months)
What comes first offer future intake or EFSACL process?
EFSACL Process because teachers will contact student when course is available.
What process do we follow when a student is wanting to withdraw from a course?
Create general enquiry and send standard text from withdrawals and Deferrals. Dependent on VSL or non-VSL course. Add private notes, assign to Sharon Payne, que to customer support and close enquiry as enquiry complete.
What tile and tab confirms the availability in a course?
Curriculum with drop down, Local offering. Offering tab under enrolment Capacity.
What is EFSACL? What is the process for EFSACL courses?
Equity, Foundation Skills and Aboriginal Culture & Languages (EFSACL) Enquiries.
Create enquiry, send email confirming this has gone to teaching section and reassign to Florida Sogialofa with progress status as Reassigned, with 2 day follow up.
If someone is enrolling as a new student, what do you check on IDM?
Check students details and status is Active (green tick) and if not update in account.
What are 4 areas you can confirm information for a course?
TAFE NSW website, KC course updates, Teams, ISDP report and Peoplesoft/EBS.
What are the 4 core processes in CRM?
IB, OB phone, OB email, UBC's
What is the entry method end date and where can you find it in Peoplesoft?
21 days after enrollment, closing of offering. Found in curriculum, Local offering drop down, offering attributes tab.
What are the general entry requirements for a non- apprenticeship enrollment?
- Be at least 21 years of age, as evidenced by photo identification
- Have at least 2 years of work experience in this occupation or trade, as evidenced by employee records such as your resume and/or letters from your employers
- Be currently employed in the relevant industry, as evidenced by a letter from your employer
When someone responds to waitlist enquiry asking to be contacted for next semester, what is the process?
Create another future intake enquiry with course information and close the waitlist enquiry.
If a student registers interest and it comes through as an OB email contact required case, they ask a question about a course and says they want to enrol into a course not available at this time. What action would you take?
Check availability. Once you confirm its not available provide general information they are requesting and offer future intake for next available course offering.
What do you do when you find a duplicate account for a student?
Confirm correct details for student (first and last name, phone, email, Date of Birth etc) and merge into the account that has the Learner number attached (Greyed out).
If both greyed out create a CRM ticket for this to be merged manually.
How many emails does a student who has been offered a spot in a course receive before they get enrolled?
4 emails sent before student is withdrawn.
Application day - congrats email
2 days: First reminder
4 days: Second reminder
6 days: Third reminder
8 days: Final email - withdrawn (offer has now lapsed)
Who is eligible for WDO?
To undertake a WDO with TAFE NSW a student needs to be:
What are your 4 check points before you raise a TE?
TAFE NSW website, Peoplesoft/EBS, Knowledge central, ISDP report and check in with SRA/TL.
What are the key areas to look for in ISDP report for availability?
Planning status, Delivery mode, Funding source and publish to web.
What are some of the tells that a enquiry is a waitlist enquiry?
Progress status: Course full
Eligibility: Would you like to go on waitlist - Yes
Emails & private notes
Assigned too & queue
What is the code DEIN in Peoplesoft application?
Intention to Matriculate - The applicant has accepted their offer and must be updated to MATR by a staff member.
What is the process for WDO (work development order)?
Create course enquiry, send WDO standard text email and attach WDO flyer. Add PN and reassign to Kelly Locker under awaiting student decision with 2 day follow up.
If a student is home schooled and is wanting to enrol into TAFE NSW what evidence is needed? How do they apply?
Registration of Home schooling with up to date registration dates. Apply through enrollment link as peoplesoft allows under 18's to enrol without paper based enrollment.
What are the 5 E'S?
Engage, Explore, Educate, Execute, Exceed & Exit.