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Modules
Welcome & Introduction
Welcome & Introduction
Purpose
Objectives
Assessment
Welcome & Introduction
This course will equip you with the skills and knowledge needed to provide the best “White Glove Service” when supporting live classrooms.
In this training, you will learn the shift expectations of session support (including before, during and after the live classroom), how to navigate and troubleshoot on the Zoom platform, how to use the LMS to verify live classroom information, and how to document issues in cases and CTOs in Salesforce.
At the end of the training, you should be able to:
complete an assessment that you must pass with 90% accuracy in order to receive your certification.
Welcome w_ intro_captions.mp4Shift Expectations & Preparations
Shift Expectations & Preparations
Shift & Zoom Application Preparation
Picking up Shifts
Verifying Shifts
Shift Preparation
Shift Preparation
Check access to LMS, Zoom-Master, and Salesforce
Check for updated version of zoom
Shift Preparation_Edited_captions_and complete_ (1).mp4Picking Up Shifts
Picking Up Shifts
Shift assignment will send after:
Verification from supervisor
Assigned directly from LCS Manager
Picking Up Shifts-Edited-Completed-Converted_Captions.mp4Verifying Shifts
Verifying Shifts
Assigned in Salesforce to verify all supporting shifts
Verifying Shifts- Camtasia edited_ complete_captions.mp4Zoom Version Update Instructions
Checking and updating Zoom Client
Both Professor & Students must have most current version for current functionalities to work
UPDATED FINAL Zoom Version update 11-10_with_captionsmp4.mp4Introducing The Zoom Classroom
Introducing The Zoom Classroom
Joining
Navigation of Zoom
Participant Management
Joining the Zoom Classroom
Have Resources Readily Available During the Start of the session
Check zoom for latest update
Demo: Entering the Zoom room via Zoom Master, how to set up video & audio, how to introduce yourself to the professor
Managing Zoom as a Co-Host (new features)
Breakout room access as host
Entering The Zoom Classroom-FINAL_with_captions.mp4Zoom Navigation
Zoom Navigation
View: Gallery vs. Speaker View vs Immersive View - note about changing personal view does not alter others' views
Identify relevant support features: chat, recording, participants panel, breakout rooms (just show where these items live)
Locate the toolbar placement & discuss View Options
Zoom Navigation_FINAL-edited_converted_completed_captions.mp4Participant Management
Participant Management
Allowing students (waiting room)
Chat Functionality (public/private chat, uploading docs, Breakout Rooms)
Raise Hand/Gesture, Yes/No icons, Attendance Strategies,
Muting and renaming students
Participant box options
Participant Management-FINAL-NEW-Edits_Captions.mp4Zoom Classroom Management
Zoom Classroom Management
Recording Management
Screen Sharing, Whiteboard & Annotation
Breakout Management
Recording Management
Some program require the professor to notify students prior to recording
How to start the recording, where to find recording indicator, how to pause/stop recording, add note about recording stopping when co-host joins
Recording announcement to class w/disclaimer before recording begins or exit option
Zoom Recording_edited_captions.mp4Screen Sharing, Whiteboard & Annotation
Demo how to Share Screen and Whiteboard, how to share computer audio, how to annotate, adjusting/resizing screen to show participant videos and what’s being shared
Features ( share sound, optimize for video)
Screen Sharing-Edited-Converted_captions.mp4Breakout Management
Breakout Management
Co-hosts can not make a participant a host, enable waiting room or change recording output
Any notes, files or links must be shared in chat prior to starting Breakout Rooms.
Features (changing room names, delete, assigning late students, adding rooms)
Options ( countdown, automatic room assignment)
Breakout Management-Edited-FINAL-11-8_Captions.mp4Zoom Classroom Management
Zoom Classroom Management
Live Transcription
Reactions, Chat & file sharing
Live Transcription
Host can turn on in zoom class and in settings
Transcript shows on recording
Live Transcription-Edited-Completed_Captions.mp4 Reactions
Reactions
Updated reactions to show in video window
Reactions-Edited-Completed- FINAL_Captions.mp4 Chat, & File Sharing
Chat, & File Sharing
Sharing files/collaborative doc links in main room chat prior to sending to BOR’s
Chat-File Sharing-Edited-FINAL-11-8_captions.mp4Zoom Classroom Facilitation Aids
Zoom Classroom Facilitation Aids
Collaborative Documents
Lesson Plans
Locating & Exporting Roster
Collaborative Documents
All programs (exception of U of Denver and provisioned SYR) may access
Suggestion for breakout room activities
Use for grading and documentation
Collaborative Documents- edited-FINAL-11-9-21_captions.mp4Lesson Plans
Demo how to locate and open lesson plans for course
Suggested structure for faculty facilitation of synchronous class
Lesson Plans-Edited-Completed_captions.mp4Locating & Exporting Roster
Use for attendance and student contact outside of Atrio
Locating_Exploring Roster_1_captions.mp4Zoom Classroom Management
Zoom Classroom Management
Polling
Trouble-shooting in Zoom
Polling
Polling
Remind students to locate the polling button after joining class
Polling-Edited-Completed-Final_Captions.mp4Trouble-shooting in Zoom
Trouble-shooting in Zoom
Security
Video issues, audio issues, connectivity issues,
Other Issues (app must be downloaded,
Breakouts, polls
Participant access [check the link if no students are requesting access, make sure it's not an Instant Meeting]),
Being promoted to host to resolve issues
Troubleshooting- Edited- FINAL- 11-8-2021_Captions.mp4Salesforce Reporting
Salesforce Reporting
Shift & CTO Completion
Cases in Salesforce
LMS Management
CTO Completion
CTO Completion
Every field should be completed
CTOs in Salesforce_edited and completed_captions.mp4Cases in Salesforce
Cases in Salesforce
Case Creation
Completing Case Fields - note to be as detailed as possible to determine the best course of action
Escalated technical issues for student or faculty support to investigate
Detailed questions/answers to determine level of escalation
Forwarding Cases - Student cases are shared with school program
Closing Cases - Self-close or escalation
Escalating Cases - Issues not resolved during live session
Cases in Salesforce_edited_captions.mp4LMS Management
LMS Management
Key areas within Atrio for faculty
LMS Management-Edited-Completed_captions.mp4Conclusion
Conclusion
Relevant Contacts
Follow-up
Relevant Contacts & Follow-up
Relevant Contacts
Follow-up
Correct Conclusion_captions.mp4Page updated
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