After selecting this interaction, you will then follow the steps listed below.

You will see on the right hand side under product/service, it is automatically selected. 

To escalate you will select this and then send it to the correct department that can help the student. 

What tab to select to send escalated tickets

Below you are going to see what each tab under Product/Service means and ways to try and address the situation before escalating it. 

Once you select the Product Service, you will then have another tab option with the name of the product service this will allow you to send it to the correct member of that team. 

It is important to make sure you have done enough research using articles, talking with students, and looking into the student's past interactions and even their information so that you can send it to the correct channel.  If it is not the right channel and you send it out, you will have thee interaction sent back to you. If you are ever unsure about where to send the interaction once you have looked into the issue, you can reach out to your advisor for assistance. 

Advising

Some questions don’t need to be answered by an appointment. If the student has any of these questions, and the student contacted us via LiveChat, please fill out the Advising Escalation Form on behalf of the student (do not send the link to the student).

If the student emailed, assign the email to "Advising General" queue.

• Changing majors if the student knows what he/she wants to switch to

• How to register for courses/ course retakes

• Course Authorizations and Substitutions

• Needing to know what classes are required next

• When transfer credits have not been evaluated yet

If they have questions about any of the following an appointment can be set up. 

• Graduation Review

• Issues with the Degree Planner

• Brand New Student

• How to Read a Degree Audit

• Program Applicability

• Looking at other Degree Options

When to send the ticket to Advisor 

If a student wants to change a degree or certificate, degree options for returning students, Ensign Transcripts to BYU-I, Graduation Review, Internship Waver Request, and Three-Year Degree.    

Articles to Reference

OD - Advising Appointments [Internal]

Canvas

Reasons to escalate for Canvas 

If the student is having Course issues, a login issue, or has had a name change. Before sending  make sure to go through the trouble shooting steps. 

If you are escalating a Canvas issue, ALWAYS include the following when applicable: 

• The class they are trying to access 

• Specific assignments they are working on 

Articles to Reference

TS - Common Canvas Issues

PC - Navigating/Accessing Courses [Internal]

Degree Planner 

You should send DP (Degree Planner) issues to advising not directly to DP (Degree Planning team)

Tab options

Access Issue - Unable to log in, Follow the troubleshooting steps.

- Degree Planner Errors
If something is not working as it should in Degree Planner, a common troubleshooting action is to “replan the degree.” This can be done by selecting the “Change My Plan” button, changing one of their components, changing it back, and replanning their degree. This is a way to get the Degree Planner to replan without actually changing current degree selections.
Some errors where this procedure may be needed include:

• Not enough credits planning in a semester

• Incorrect courses in the planner that do not match the Degree Audit

• Previously taken courses replanning in the planner

• Incorrect certificates/degree/workload showing

Mentors should help students through the above process as well as utilize the FAQs page to try to resolve the issue before escalating the student to Advising. If this does not solve the issue, you will then need to escalate to Advising.

Add courses to plan - Is unable to add courses to planner or wants assistance with putting the classes in the planner. 

Block 2 registration - Having issues with Block 2 and being able to register. 

Broken Plan/DP error - Can’t move anything or the Degree Planner once logged in is having errors. Try the Troubleshooting steps. 

Course Authorizations - Ecclesiastical endorsement

DP - Reviewed - Needing an audit done over the plan to see where they are in terms of graduating and classes. Od - Degree Audit/Planner is a great article for this issue. 

Duplicate Courses - Having repeats of the same classes, can not be removed. 

Move Course Request - The student wants a course moved in the degree planner and can not move it themselves. 

OD Registration issue - Online Degree student, so BYU-I student having an issue

Planning Completed courses - Needing help organizing their classes in the Degree Planner

Registration Error - PathwayConnect student having an error

Remove Courses from Plan - The student wants to remove the course and is unable to do so themselves.

Sync Error - Student is unable to sync their Degree planner and trouble-shooting steps have been taken.

Under Planning Courses - student set their workload to 21, but the degree planner only plans 10 credits, without prerequisites stopping the plan

Articles to Reference

OD - Degree Audit/Planner [Internal]

DPT - Processing Escalations

OD - Degree Audit/Planner [Internal]

OD-DP: Degree Planner Rules 

English Connect 3

English Connect 3 is for gathering missionaries who have issues, in the articles you will find more specific information about issues the students are facing. 

Articles to Reference

EC - Gathering and Groups [Internal]

EC - Common User Errors [Internal]

EC - General Information [Internal]

EC - AutoDrop [Internal]

Enrollment Counseling

Enrollment Counselors serve all prospective students along with enrolled students who are awaiting the start of the semester and can assist anyone who doesn't have a mentor to provide them with information about the programs offered through BYU-Pathway Worldwide. Enrollment Counselors can answer general questions about the program and application, they are NOT advisors so when it comes to questions about degree planners and adding courses, they will not be able to help. 

If students want to know how their credits will transfer, Enrollment Counselors will send students to the transcript evaluation tool. This tool unfortunately does not offer prospective students a guarantee on how their credits will transfer, instead it shows how similar courses have transferred in the past. Students will not know for sure how their credits will transfer until they are registered.  

Enrollment Counselors’ main objective is to get students through the application once they've started one, We work with required actions that notify our enrollment counselors if a student is sitting in the application. However, there are many other ways a prospective student or a student without a mentor can reach an enrollment counselor.  

Articles to Reference

OD - Enrollment Counselors [internal]

Enrollment Verification

Before sending the ticket to enrollment run the student through the following steps, 

Enrollment verifications can now be requested through a student portal. Students will need to do the following:

1. Sign in to their student portal

2. Click on their name in the top right-hand corner

3. Click on “Enrollment Verification” 

4. Click on “Request an Enrollment Verification” in the popup window

5. A new tab will open with a PDF of the student's enrollment verification that can be downloaded and printed

• It is important to note that students do not need to pay any debt before receiving the verification.

• If the student started PathwayConnect before Fall 2018 they should contact BYU-Idaho for their enrollment verification. (208) 496-1411 or ask@byui.edu

• Missionaries and Mentors may not request enrollment verification on behalf of the student.

If they have done this and are still experiencing an error, have the students follow through with the troubleshooting steps. If there is still an error, then proceed to send the ticket. 

Articles to Reference 

PC - Enrollment Verification [Internal] as well as OD - Enrollment Statuses & Sub-Programs for enrollment verification information for matriculated students.

Missionary - PATH Admin

Nobody in support should ever escalate anything to the PATH admin.

Ensign Registration

Escalating a ticket for registration will be if they are having trouble adding courses, block 2 registration, changing certificate/degree, or removing a course. OD - Course Registration, gives lots of help and information on how to help the student before sending them to ensign registration.  

Articles to Reference

OD - Ensign College Holds [Internal]

OD - Course Registration [Internal]

Finance 

If the student needs help with the balances on their account whether it is adjusting the balance issues with grants/scholarships, financial holds, late fee errors, payment issues, refund issues, etc. you will escalate it to the Finance team. These are only three of the many articles that can assist you in knowing what problems you have and how to properly escalate the ticket to the correct team under finance. 

Articles to Reference

OD - Financial Holds [Internal]

OD - Financial Aid [Internal],

OD - Three-Year Degree [Internal]

Mentoring

If a student does not have a mentor, or having issues with their mentor then you will use this option. 

Articles to Reference 

OD - Mentoring [Internal]

PC - Mentoring [Internal]

Missionary Support

Missionary Support is for gathering missionaries who have issues, as well as those who are interested in becoming gathering missionaries along with gathering issues. 

Articles to Reference 

PC - Missionaries

PC - Gathering Location Transfer/Visiting

OD Admissions Applications

It will help you familiarize yourself with the BYU Pathway Academic Calendar and BYU-Idaho Academic Calendar so that you can inform students of application deadlines. 

If the student states they are having continued issues that you can not fix or solve, follow these steps leading to escalating a ticket to the OD Admissions Applications. These steps are located in the OD - Starting/Closing Application, Section 4 Issues. 

If a student is experiencing problems with their application or accepting their offer, he/she should go through the basic troubleshooting steps:

• Make sure the student is using a computer (not a phone or Chromebook)

• Use this internet browser: Chrome

• Have the student clear cache and cookies using this tutorial: Clearing Cache & Cookies

If ecclesiastical leaders are experiencing a language barrier when working on Ecclesiastical Endorsements, they can use Google Translate to review the page and honor code. This tutorial may be of assistance: Ecclesiastical Endorsement Translation

If a student says they have repeatedly requested assistance, do the following:

• See if that student has an Online Degree (OD) Matriculation ticket.

• If they do, assure them that Admissions has their ticket and will be working on it.

• If you do not see an OD Matriculation ticket associated with that student’s contact or other questions arise, please send a ticket to OD Admissions: Queue: Online Degree-AS

• Students should not be advised to close/withdraw their Online Degree application due to technical issues. Do not advise students to withdraw as they will not be able to reopen their application or start a new one for that same admit period.

Withdrawing 

If a student wants to close their BYU Pathway application the student can choose "Withdraw" on the status page of their application. 

If the application has already been submitted, the withdraw option is not found on the status page. Please make a ticket indicating the student wants to withdraw their application.

Articles to Reference

OD - Starting/Closing Application [Internal]

OD - Admission Decisions [Internal]

OD - Admission Requirements [Internal]

OD - Account Linking [Internal]

PATH Admin

Nothing should ever be escalated to PATH Admin.

PC Application/Registration

There are several articles and lots of information regarding the application and registration for PathwayConnect Students. By familiarizing yourself with these articles and others you may find that can help you to really understand and know how to make sure the student has been asked the proper questions, and if they are still having trouble with their application or registering that can not be solved through the assistance of the articles, then you can send the ticket to the PC Application/Registration team. 

Articles to Reference

PC - Application Process [Internal]

PC - Admission Decisions [Internal]

PC - Admission Requirements [Internal]

PC - Student Status Definitions [Internal]

PC - Returning Students [Internal]

Student Portal 

Student can access their portal these two ways,

Option 1

1. Go to degreeportal.byupathway.org

2. Sign in with your church account

Option 2

1. Go to byupathway.org and click the button 'Sign In' on the top right corner of the page

2. Click Sign in “For Students Enrolled in Online Degree Courses from BYU-Idaho or Ensign College”

3. Sign in with your church account 

If they are having an error,s follow the steps in section 3 of the OD - Student Portal 

Account Errors 

If the student can log in but says something is wrong with his/her account, do the following:

1. See if the student has two PATH accounts linked to two church accounts (one without a Membership Record Number). If you find multiple accounts, help the student gain access to the account that has the MRN linked to it

2. If the student does not have two church accounts and it seems to be an issue with I-Learn or the application crashing, have the student send a screenshot of the problem

3. Assign the ticket to the systems error team in the CRM, with a screenshot of the problem

4. Make sure the “Customer” of the ticket is the instructor and the "Referring a Student?" section has the student's contact  

Mentors: Escalate to Level 2 Support with a note saying they have a duplicate account 

• It is also important to know that classes will not show up in the students portal until the Saturday before classes begin.

Articles to Reference

OD - Student Portal [Internal]

PC - Website/Student Account [Internal]

Student Transfer

Student Wellness

If the student needs assistance for a disability, it is the student's responsibility to request it. Such requests should be made as soon as possible since assistance is not retroactive. BYU-Pathway Worldwide cannot agree to requests for assistance that would change the essential nature of the program. 

This is where you will create a ticket and escalate it to the to Student Wellness for additional questions regarding assistance. 

BYU-Pathway Worldwide will provide, upon request, text-to-speech software (we do not provide speech-to-text). If you are interested in the software, contact Pathway Support. 

This is where you will create a ticket and escalate it to Student Wellness for all text-to-speech software and video transcription requests. 

For questions regarding Course/Gathering locations, please reference section 3, of PC - Assistance for Students with Disabilities. 

Students facing crisis

What Counts as "Crisis"

• Abusive Situations

• Immediate Danger

• No job, home, or basic needs

• Death of a family member

• Experience a serious injury that incapacitates them from continuing in their courses 

See Sec 4 for more information 

Any situation where a student indicates that they are in an unsafe environment or suffering from extreme emotional/psychological distress for a period of 3-5+ days is considered a student in a crisis. 

Students Who Struggle with Mental Health Concerns should seek support via medical health professionals and/or local ecclesiastical leaders.

For students facing extreme financial distress please see OD - Tuition (sec 7)

Suicide 

See section 2 of OD - Student in Crisis for warning signs of suicide, if there are signs of suiside please follow employee procedures in this section. 

Once you have followed this procedure it is now time to send a ticket to Stut is also important to remember to Create a ticket and send it to student wellness

• Create a ticket and send it to Student Wellness.

• Please keep in contact with the student and Student Wellness. If more information (progress and updates) please do the following:

  • Add it to the notes on the ticket.

  • If the ticket has been closed, create a new ticket. 

Death of student

Please create a ticket to Student Wellness for the following reasons:

• A currently enrolled or previously enrolled student death is reported

• Family Member requests a certificate of completion from their deceased family member 

Extenuating Circumstances

Please read section 4, of  Student in Crisis.

An Extenuating Circumstance counts as one of the following:

• Hospitalized Students

• Students Experiencing Abuse

• Natural Disasters

• Financial Distress

• Students Experiencing Homelessness 

For All Tickets Created:

• In any of these situations, you may refer them to contact their local church leaders and seek assistance from outside resources (such as a counselor, or medical professional).

Please keep in contact with the student and Student Wellness. If more information (progress and updates) please do the following:

• • Add it to the notes on the ticket.

  • If the ticket has been closed, create a new ticket. 

Articles to Reference

OD - Student in Crisis [Internal] 

PC - Assistance for Students with Disabilities [Internal]