Systems
Where do you look to see if FAFSA has been received & also if FA has been awarded by CCU?
Self-Service - Financial Aid Counseling (EC View)
Self-Service - Financial Aid (Student View)
Where do you log notes for a call? And where do they show up in Salesforce?
Log notes in the Five9 Engage Adapter
They will auto-populate in the Notes & Details section in Salesforce on a contact record
Where do you tell a student to go to complete the online application?
Where do you log into the Five9 Engage Adapter?
Salesforce - bottom left
What is the required score a student needs on the New Student Orientation - NSO?
80
Where do you plan classes for accepted students?
Self-Service - Advising
What is required in Salesforce after making contact with a new lead?
Must create a new future-dated task/open task, so that you can complete the follow-up process
Where do you look to see if a student has created a new account for the app portal?
Salesforce - Portal Email & is App Portal Active
What steps do you take in the Five9 Engage adapter after making contact with a lead?
Edit the Subject line after the word "Call"
Put notes in the notes section under the subject line
End the call
Set the disposition and end interaction
Other than your notes, where can you look for resources on just about anything!
Connect
EC Shared Resources
Where do you upload documents from students so that admissions will review?
FileBound
How do you label a follow-up future dated task/open task on a salesforce record?
Admission Status/Next Step/How to remember them or start date
Salesforce - Admissions Status
You will also get a new task (you will need to close out)
What sound will you hear when you receive a call from the dialer? Will this be a contacted or non-contacted lead coming through the dialer?
One long beep
Non-contacted lead (you still want to ask if they have every spoken with another rep from CCU in the past, could be a re-admit)
After a student is accepted to CCU, what is required before a student can register for classes?
CCU Login Account & MFA set up
Where do we check to see if admissions has reviewed and accepted or denied a student document?
Colleague - CRI
When you answer a call through the dialer and it is a voicemail recording playing, what do you do?
Click on set disposition, select Voicemail IVR, and end the call as soon as you hear the beep.
Do you set a follow-up task for this lead?
What is required for an UG student to get accepted to CCU? And where will you look to see if they have been accepted?
App & ID
Colleague - APPN screen or Salesforce - Admissions Status
What sound will you hear when the task dialer presents a follow-up task for you to call? And does it automatically make the call?
2 short beeps
A preview screen will pop up and you have 2 mins to decide to make the call or decline the call. The call will present itself in the preview screen in 10 mins if you decline it.
Official college transcripts, they are typically available for electronic delivery through NSC or Parchment (you can google the school name & official transcript request for a quick way to find out which site they use, they will use one or the other):
National Student Clearinghouse- https://www.studentclearinghouse.org/
As you start to type in Colorado Christian University for the school name, you will need to click on “Not in List” to add Colorado Christian University as a school, use “Registrar’s Office/CAGS Transcript” as the department name and use this email address - AdmissionsSupport@ccu.edu of where to send it to.
Parchment - https://www.parchment.com/students/order-status/
App portal checklist or Sharefile link
When you answer a call through the dialer and they hang up on you or voicemail is full and you cant leave a message or they say they aren't interested, etc., what do you do next?
End the call (so that you are in protected wrap-up time) set disposition, select the correct disposition, end interaction
Do you create a follow-up task?
How do you export an application? How do you know it has been exported?
Salesforce, under Related List Quick Links, click on Applications. Then click on the correct App ID #, fill in the 3 fields: Interview Type, Term, Block.
What is the suggested box to check?
If you need to mark a lead "contacted" since they emailed or texted (but you have not made contact yet over the phone), how do you mark them as "contacted" in Salesforce?
You will manually need to mark the lead as contacted by creating a new task on the Salesforce record
-To do this, click the green task box under Activity, in the subject line put “Email Contacted” or “Text Contacted” and save the task.
-Find the task, click the dropdown arrow and click “edit”
-Under “Call Disposition” field, choose “Text” or “Email” and under “Status” choose “completed” and save. The contact record will now show “contacted” under “contacted status on the Salesforce contact record
*Marking the lead as “Contacted” takes it out of the dialer and out of auto marketing emails and texts
Where do accepted students go to register for classes?
Self-service - Student Planning, Go to Plan & Schedule (Under #2)