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Signing into the CRM for the First Time
Signing into the CRM for the First Time
Step 1. Use this link to sign into the CRM: https://byupathway.crm.dynamics.com
Step 2. Sign in with username@churchofjesuschrist.org. This will be your Church account username.
Step 3. Input your Church Username (do not include @churchofjesuschrist.org)
Step 4. Enter your password and click on verify. You may also be required to complete dual-factor authentication.
Step 5. You can decide if you would like to save time signing in.
You are now signed in to the CRM.
Introduction to the CRM
Introduction to the CRM
Most of our work is completed in the CRM. This program is where we interact with students through email.
To navigate in the CRM you will scroll over the three lines in the top left corner to uncover the menu.
Emails are stored in queues and are sorted into departments. When you click on queue you can select the queue you will be working in.
In the drop-down menu, select the queue you are assigned to work. You will use the general support queue.
Interactions
This is what a queue looks like. We work the oldest emails first. To set the queue from oldest to newest click on the little arrow next to “date created” and select the option of “older to newer”.
Picking an Email
To select an email or ticket you will click on the circle on the far left side of the column and then click on ”pick”. This will assign the email to you.
Select Yes!
Always select yes in the pop-up box. This will remove the email/ticket from the main queue so that other agents are not working on the same email/ticket as you. If you select No, other agents will still see the email in the queue and will not know that someone is working on the email.
The Email Moved to Activities
After you have picked an email, it is moved to your “Activities”. You will open another tap by again clicking on the 3 lines and selecting “activities”.
Activities
Now the email you selected is assigned to you and in your activities for you to work.
Navigating the CRM
Navigating the CRM
Please watch the following video. If you aren't able to view it here, you can use this link: https://www.youtube.com/watch?v=mK25DGvI24w
Creating a Signature
Creating a Signature
Please watch the following video. If you aren't able to view it here, you can use this link: http://www.youtube.com/watch?v=sTnEoG2xINo
Working on Tickets
Working on Tickets
Tickets are initially created by a student’s Peer Mentor or by the Bot
Peer Mentors and the Bot are referred to as “Level 1.” Level 1 answers general questions using OD and PC articles.
If Level 1 can’t answer a question, they create a ticket for Level 2
Escalated tickets come to the Level 2 Support Team
Level 2 Support includes Advising, Online Degree Admissions, Escalations, and PathwayConnect Enrollment Services
Level 2 Support has more access to systems, such as Advisor and Degree Planner
If Level 2 can’t resolve an issue, they escalate tickets up to the Subject Matter Expert Teams
Escalated Advising Tickets to go the Degree Planner Team
The Degree Planner Team is a Subject Matter Expert team
They have even more access to systems and can make changes in the Degree Planner
If necessary, this team can escalate things to Technical Support
Please watch the following videos. If you aren't able to view it here, you can use these links:
Student Ticket Visibility
Student Ticket Visibility
From customer feedback, students aren't always sure of what is being done to help them once they contact us
Because students don’t know how we are helping them, they contact us multiple times for the same issue
The BYU-Pathway Digital Operations team has been working hard to automate ticket update emails.
Students will be sent an email when the status of their ticket changes
Soon, students will be able to check the status of their ticket using the bot
This will reduce duplicate tickets and contacts and allow our teams to focus on individual students
What does this mean for you?
When you create a ticket, you will indicate whether automated emails should be sent to students
This is almost always YES.
Times when we would not send an automated email
If the ticket concerns student wellness, such as academic integrity or behavioral misconduct
If indicated by a manager
When you close a ticket, you will add a Resolution Description that will be sent to the student.
Marking Student Ticket Visibility
On the top right of all student tickets, you should see a new field called “Student Ticket Visibility.”
This field will determine whether automated messages will be sent out to students. It also allows students to get the status of their ticket from the bot.
This field will come pre-populated to the proper selection on most ticket coming from customer voice surveys.
This field is required and needs to be filled out before the ticket is saved. For almost all tickets, you will mark Yes in this field.
Advisors
As an Advisor, this is as far as you will go on a Ticket. Once you have assigned the ticket to the corresponding Team then they will be responsible for updating the student and closing out the ticket.
Your job is to correctly create tickets for the students you are helping and accurately mark the tickets for the automated emails.
Reopened Tickets
When a ticket is completed, the student will get an email informing them their ticket is closed along with the Ticket Resolution Description.
If the issue is still not resolved, the student will also have the option to reopen the ticket
Reopened tickets should be a priority, since this student has already tried to get help from us once
Read through the student’s comments carefully and look at all past interactions before helping these students.
Student Ticket Status
Student Ticket Status
If the visibility is set to no, no further action is needed. This should happen very rarely. Talk to your shift lead before marking no on a ticket.
If the visibility is set to Yes, then you will see a new field appear called “Student Ticket Status”
These statuses determine which messages are sent to students
When a ticket is created and is still in the queue, the status will be “Your Ticket is created and waiting on an agent.”
Leave this as the status when you transfer the ticket to another team.
+PSC app
+PSC app
Step 1. You will need to make sure your CRM app is the +PSC app to make phone calls. To switch to this app, click on the name of your team at the top left of the screen. You should always be working out of the +PSC app.
If you have any access issues or other problems when making calls, please report this with screenshots to your supervisor.
Step 2. Select +PSC from the available apps.
Do not open apps other than the +PSC app.
Step 3. Click on the icon that looks like a phone handset. This will open the dialer.
Step 4. Enter the student’s phone number in the dialer.
You must add the student’s country code before their phone number. If the student is in the United States or Canada, the country code is 1.
Step 5. Click Call
Step 6. When the call is placed, the communication panel will open. You will see a transcript of your conversation with the student.
Step 7. To attach a student to the conversation, click on the “Search Customer” field. For now, you will need to attach the student’s contact record (head icon) instead of their student record (puzzle icon.)
Step 8. To mute yourself, click on the “Mute” button. Remember to unmute yourself before continuing to talk to the student!
Use mute when you need to be quiet quickly, for example, a dog starts barking.
Step 9. To put a student on hold, click on the “Hold” button. Use hold whenever you are going to be looking up information or asking your supervisor a question. Please use the hold functionality rather than the mute functionality if you are going to be quiet for more than a few seconds.
When a student is on hold, they hear music on their end. This helps them know that you are still on the line and the call hasn’t been disconnected.
Before putting a student on hold, let them know that you will be doing so. Give them a time frame of when you will be back. If what you are doing is taking longer than the time frame you told the student, come back on the call to let them know how much longer it will take.
Example: “I am happy to help you understand the requirements for the Applied Business degree. Do you mind if I put you on a 2-3 minute hold while I pull up the information about that degree?”
Step 10. You can take notes while on a call. We encourage you to use this feature! Notes can help you remember what tickets to make, what to put in your follow-up email, and any useful information for those who may contact the student in the future. For example, the student may prefer to be called in the mornings while their kids are at school.
To open the notes, click on “More.”
Then click on “Take Notes.”
You will then be able to take notes in the yellow box.
When you have finished your notes, click on “Add Note.”
Step 11. You can transfer a call to another worker by clicking on the “Transfer” button.
Step 12. You can add a supervisor or other worker to a call by clicking on the “Consult” button
Step 13. You will see a little face that is either positive, neutral, or negative. The CRM looks at the language the student is using to try to tell us how the call is going. This is called sentiment analysis. If the student is using positive language like “that was helpful,” “you’ve resolved my problem,” or “thank you,” the sentiment analysis will show as positive.
If the student is using negative language like “I still have an error,” “I have an issue,” “you are unhelpful,” or “I want to talk to a manager,” the sentiment analysis will show as negative.
Step 14. To end a call, click on the red handset button.
Omnichannel Agent Dashboard
Omnichannel Agent Dashboard
When you first open the CRM, you will be taken to the Omnichannel Agent Dashboard. This will help you keep track of calls you have made. This dashboard should be the first thing you see when you open the CRM, but you can also access it by using the side menu.
There are three sections on the dashboard: My Work Items, Open Work Items, and Closed Work Items.
My Work Items
My Work Items
My work items show calls you have recently finished but haven't yet closed. These calls are in a wrap-up status. Your leadership will be able to see how long your calls are in wrap-up.
To close a call in wrap-up, close out the tab the call is on by clicking on the x next to the student's name.
Open Work Items
Open Work Items
Open work items show any call you are currently on. When you or a student hangs up a call, it moves from Open Work Items to My Work Items.
Occasionally an old chat will show in Open Work Items. You can ignore these.
Closed Work Items
Closed Work Items
When you have completely closed a call and it is no longer in wrap-up, it will show in Closed Work Items. Calls will stay in your Closed Work Items for about a day.
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