Internal Communication
What is the name of the daily communication sent Advising wide with important updates, resources and events?
What are "The Advising Morning Announcements"?
You just finished a phone call with your student. Where do you go to log your phone call notes?
What is "New Communication Task"?
What is the SLA (Service Level Agreement) for phone outreach to our newly assigned students?
What is "24 hours"?
If a student has a question on their academic evaluation, what system should you be looking at to support them?
What is "Degree Works"?
It’s important to do WHAT sporadically throughout the day within Unify?
What is "Refresh Your Dashboard"?
In which section of "The Source" can you find the link to Unify, Banner, Degree Works, etc.?
What is "Quick Links?"
How do you save an article as a “favorite” in Unify Knowledge?
What is the "Star" icon?
What is the max number of "New to SNHU Students" you will receive in Nesting?
What is "3"?
What is the SLA (Service Level Agreement) for Instructors to respond to Student's emails?
What is "24 hours"?
Fill in the blank: You must login to DegreeWorks via BLANK mode.
What is "Incognito"?
What is a “warm” transfer in Five9 and when is it used?
When is "transferring between departments with a student on the line"?
When logging into Banner Self-Service, which profile do advisors select upon logging in?
What is "Registrar"?
Give an example of a "New to You" Student Type
What is "A change of major, a change of advisor, re-engagement transition, or reactivated student"?
True or False: A student’s course name be shared in a voicemail if it's to her cell phone number on file?
What is "False"?
Fill in the Blanks: When making an outbound call, we must state the _______. When receiving an inbound call, we must ask _______.
What are "Call Disclosure" and "FERPA Questions"?
Unify Knowledge Articles can be searched by their title or by their WHAT?
What is "Article Number"?
What does a “gray” status indicate in Five9?
What is "Advisor is Not Logged Into Five9"?
Name 1 of the 2 Policies/Procedures that only apply to New to SNHU Students?
What are "False Starts and Change of Major for New Student"?
Name two different places in which you can find a student’s grades in an active course(s).
What is "Unify, Gradebook, Brightspace"?
True or False: The academic catalog is a student facing resource.
What is "True"?
True or False: When supporting another advisor's student on the inbound line, we should message them on Teams to ask if they're available/share follow up after the call.
What is "FALSE"?
A student submits a Course Withdrawal Form. Under which tile can you locate this?
What is "My Cases Tile"?
Name at least Two Resources that should be shared with a new to SNHU student.
What are "Brightspace Walkthrough, MySNHU Walkthrough, FYE101, Academic Evaluation"?
Which are two avenues to escalate student concerns about their courses/instructors?
What are "FPU & Dispute Resolution"?
Name 3 FERPA verifying questions to ask when a student calls on the inbound line.
What is "Student ID, Advisors Name, Academic program, 1st term enrolled at SNHU, Home email address, or high school"?
For Graduate Students only: The name of the institution in which the student received their undergraduate degree