Housekeeping
If your manager is out, who is the next person you would reach out to?
Their manager.
I am 32 weeks long and students use me to set up payments for courses.
Academic Year
Our Army students are now using me, what system am I?
AI 2.0
Why do we use the student’s name?
Using a student’s name helps build a connection and rapport. It makes the call more personalized, student focused, and friendly.
“When I go to register for my Math course it tells me I’ve already registered but I don’t see it.”
Their chosen course(s) are probably sitting in their cart. They can view their cart by clicking on the little shopping cart icon in the top right of their ecampus. This will allow them to finish the registration process.
If you work on a holiday, what do you enter it in as on the timecard?
Regular Time
How long does a student have to submit any documents needed for their document log before the registration block is placed?
8 weeks from the start of their first course
How many Doctoral programs do we currently offer?
two
What are two things said when moving to close a call or interaction?
Confirm needs were met & invite to call back.
A new Army student says, “I need a transcript showing my transfer credit.”
If they are new they won’t have a transcript yet as they have not completed any courses. They are asking for their “Degree Plan”, formerly known as their Student Agreement.
What should you do if you can’t get logged in and need to contact the Helpdesk at the start of your shift and will be late logging in?
Send an email to _sscmanagers@apus.edu.
I can take up to 30 days to reimburse a student, what type of refund am I?
Non - FSA Refund
Who uploads the degree plan for AI students?
The students do.
True or False. The QA team offers refreshers and supplemental training when needed or asked for.
True.
I’m trying to register for a Nov. class that I see on the schedule, but that date isn’t showing up when I go to register on my ecampus.
The student probably has an FSA academic year in place that is restricting them to only see what they can take in their current semester
Where in UKG is the employee handbook located?
My Company Info
How many days can it take for a student to receive a copy of their student records?
It can take up to 45 days.
If a student wants to order a diploma from a previous degree, who do they email?
Diploma@apus.edu
True or False. If a student can’t submit a form with us on the phone, we can just submit it for them on their behalf.
False.
Where is the Employee Language List located?
Intranet under HR Resources
How many days for LOA to change status once the student has completed it?
It can take up to 10 days.
What color box in the record verification status, can we assist the student?
Yellow
When do you log a call in Salesforce?
Always!