Activity Subject Title
The case did not require student outreach. The Subject Title will be ___________.
What is "Case Resolved"
You are about to work on a case assigned to another EC. First, you should _________.
What is "Change Ownership to Myself"
A unique numerical identifier for easily referring to the correct case on file.
What is "The Case Number"
You called the student and they answered. The Subject Title will be ___________.
What is "Outbound Call: Case Resolved"
You are about to begin working a case. Prior to doing so, you should update the status to __________.
What is "Open: WGU Response Needed / In Progress"
Information discussed with the student over the phone.
What is "Case Solution / Next Steps / Call Notes / etc."
You called the student, but they did not answer. The Subject Title will be ___________.
What is "Outbound Call: Case Outreach"
You have completed working a case and documented your notes. You should update the status to __________.
What is "Resolved"
The section within the case where all call notes referring to the case should be documented if it is available.
What is "Internal Comments"
A student calls in and starts asking questions related to a case they submitted. The title may be updated to _____________.
What is "Inbound Call: Case Resolved"
When updating the case status, you notice the "Case Origin" is missing from the case. What should you do?
What is "Change Case Origin to 'Web,' 'Email', or 'Phone Call' as needed."
A student has 3 method of payment update cases on the profile. You mark two as resolved and provide outreach to the student for clarity. How many activities should be added to the activity history for these cases?
What is "One".
(Only one case should be documented as an activity, but all case numbers should be included in the notes.)