Announcements for Spring Week 05 (Term 2):

“Just as the Savior came forth from His stone grave, may we awake from our spiritual slumber and rise above the clouds of doubt, the clutches of fear, the intoxication of pride, and the lull of complacency. Jesus Christ and Heavenly Father live.” 

    — Elder Michael John U. Teh

Important

We will be having an all-team meeting today, Tuesday, 31 March, at 8:00 - 9:30 AM MDT
Here is the link to join

https://byupathway.zoom.us/j/6655634221?omn=99521418484

Meeting ID: 665 563 4221

Students who are currently taking PC103, as well as students who have completed PathwayConnect, can declare or redeclare certificates and degrees in their Student Portal. Currently, there are students who are unable to declare their certificates and degrees. We now need to determine the scope of this issue.

1. We are asking that agents identify cases where students are reporting that they cannot declare certificates and degrees

2. Verification Step 1 - Verify that the student is eligible to declare certificates and degrees (confirm completion of PC or current enrollment in PC103)

3. Verification Step 2 - Confirm that the PathwayConnect program version is Active or Graduated 

4. Once the verification steps are completed, send the case to Technical Support for further evaluation

5. Send the student an email letting them know their case has been escalated to Technical Support

Tuition charges for Block 2 were not able to post yesterday due to a system issue impacting the HJG discount. IT is actively working on the fix.

If students contact us, please communicate to them that:

• We’re aware of the issue and apologize for the inconvenience.

• At this time, Block 2 tuition and discounts have not posted, so no balance is currently owed related to those charges.

• Ask students to check their account in the next 48 hours for updates.

• Once charges post, students should review/confirm their account for accuracy.

• Late fees are not being applied for students at this time.

• Advanced Path is no longer an option unless the student is a returning student who was on Advanced Path previously.  

• No Gathering Times Available – Action Steps

When assisting a student (case or call) who reports that no gathering times are available, please follow these steps:

• Check Anthology to confirm whether the student has a CMIS ID (found in School Fields).

  • If the student has a CMIS ID:
    - Ask the student to refresh the page in their portal and try again.
    - The issue should be resolved after refreshing.

  • If the student does not have a CMIS ID:
    - Continue escalating these cases to Tech Support.

• New Knowledge Base Article Available

  • • KA-03237 - How REL275 Can Be Fulfilled by REL121 + REL122 

    • KA-03183 - Credit Limit Per Block (7-Week Block Schedule) 

    • KA-03073 - Change From PathwayConnect To Certificates & Degrees (Advanced Path) 

    • KA-03224 - How to Tell If a Student Is on the New 1‑Program Version Degree 

    • KA-03233 - Elective Options for BYU‑Idaho 

    • KA-03234 - Elective Options for Ensign College 

    • Known Issue – Choose Career Path Button Missing

    • KA-03190 Known Issues – Class Schedule

    • Credit Limit per Block (7-Week Block Schedule)

• Block 2 Registration

  • • Block 2 registration begins Wednesday, January 28th. As a reminder, the degrees using transitional registration are UG24 students in the Applied Health, Software Development, Information Technology, and Family and Human Services degrees. This also includes PC students who have declared those degrees. All other students will continue to use transitional registration.
      
      If you need a reminder about what new registration is, please review this training:
      New Registration Training

• Tax Forms: 

  • • Students in the United States, Canada, and Brazil will have tax forms mailed to them after January 31st. They will not be available online. To receive these forms, students need to make sure the information on their portal is up to date, including SSNs for USA students.
      We have an article about this in the help center. There will be more articles coming shortly after the 31st. https://help.byupathway.edu/en-US/knowledgebase/article/?kb=KA-03146&lang=en

• Please review the article below. It explains how to help a student who is trying to return but who has a leave status. 

/knowledgebase/article/KA-03127  Returning from Leave Status

• Alyssa's cookbook is now READY!!! You can access the link to it in her message at the end of this page.

New Registration Articles

• There have been a few articles published about New Registration. Please take some time to review them.

  • • New Registration: Certificates and Degrees Students

    • New Registration: Re-Selecting Your Degree (Term 1, 2026)

    • New Registration: PathwayConnect

• REGISTRATION ISSUES

  • Manual Registration Queue and Team are no longer manually registering or dropping courses on behalf of the students. The cases regarding Registration Issues need to be sent to: Planning, Planning Tier 2 Queue, Registration Team

    • Planning: Schedule a course for the term (term 6) for the student to register

    • Planning Tier 2: Program versions/status not allowing proper registration

    • Registration Team: Register the Scheduled Courses (in case of issues with the registration button), Drop courses.

• Best Practices while handling cases:

  • Pick one case at a time (Pick one case > Work on it > Pick another case > Work on it > And so on).

  • Only pick cases you are ready to work on immediately. Avoid holding or collecting multiple cases at once.

  • If you won’t be able to handle a case before your shift ends, please do not pick it. Please leave it in the queue so another Support Agent can assist the student promptly. 

• View this file to see the requirements for escalating to the Technical Support Team.

  • Reach out to your Team Lead to obtain approval for the escalation to TS.

Here is what should be going to the Planning Tier 2 Queue as a quick reference:

• 1PV Issue 

• Catalog Year Change - to older catalog year

• Degree/Certificate Change - if the student can't complete the process in the portal or an inactive certificate that the student previously completed, but not in Anthology record

• DPA Issue 

• Enrollment/Program Version Adjustments 

• Internal Transcript - After the case has been worked on by Enrollment Verification.  The case should go to the Enrollment Verification Team first.

• Program Withdrawal 

• Second Degree Request 

• Substitution Request 

• Waiver Request  

TIP OF THE WEEK

Handling Leave Status Cases (KA-03127)

There are a few cases related to Returning from Leave Status being sent to Admissions.

Please remember:

• Leave status updates must be handled by the Planning Team.

• These cases should be routed to the Planning Tier 2 queue, not Admissions.

• Before escalating or transferring a case, take a moment to confirm the correct queue to ensure timely resolution and avoid delays for the student.

 Improve your CSAT + QA scores

Here is an easy way to improve your CSAT and QA scores:

• Before responding to a student, take one extra minute to review their history.

Check for:

•  Past emails and tickets

• Recent phone calls

• Portal comments or notes

• Duplicate contact records with additional cases

Why this matters:

• You understand the full story faster

• You avoid repeating steps they already tried

• You personalize your response

• Students feel heard and supported

Result: Better QA scores and happier CSAT surveys

A little prep goes a long way!

Heads-Up!

Here are important  things to keep in mind:

• Escalating Transcript Cases: The Transfer Evaluation Team is not responsible for resolving missing courses from BYU-I (or Ricks College), Ensign College, BYU-Pathway, or Religion (taken in BYU-I), these cases are handled by the Degree Progress Audit Team (Planning Team). The Transfer Evaluation Team only receives cases related to external institutions, which include BYU-Hawaii and BYU-Provo. View this file for more information on how to escalate these cases.
  
  

• Ecclesiastical Endorsement Holds: To request an ecclesiastical endorsement, students have to:

  • Go to the Student Portal

  • Click on "Documents"

  • Click "Ecclesiastical Endorsement"

You may find more information on the KB "Ecclesiastical Endorsement Basics". 

• Diploma Application Process: Students applying for their diploma must fill out the Diploma Application Form. This form is also available through the Student Portal. If a student is unable to access it from the portal, you may share the direct link. The form must be completed by the student as it requires detailed personal information that only they can provide.

  • Who Needs to Fill Out This Form?

    1. Students who are applying for their diplomas.

    2. Students who previously completed a Grandfathered Certificate or a Same-Name Certificate under a previous catalog year and were switched to a 3-Year Degree by their own decision, but were not awarded the certificate.

• Escalating to Tech Support: When escalating a case to Tech Support, please ensure you:

  • Thoroughly analyze the student’s issue and attempt all possible troubleshooting steps.

  • Follow the escalation template carefully, ensuring all necessary details are included.

  • Gather clear screenshots of the persisting issue and attach them to your escalation template.

  • Reach out to your ASA to obtain approval for the escalation.

  • Once approved, add the case to the Technical Support queue.

  • Inform the student that their case is being escalated to the TS team for further assistance.
    
    

• Transcript Request: The process for requesting transcripts is working in the new system. Students can request official transcripts directly through the Student Portal using the Companion App.

  • • Official Transcripts:

Students should request official transcripts by going to the Student Portal → Documents → Transcripts → Official Transcripts. They'll see a link to the Companion App, where they can complete the request. BYU-Pathway covers the cost of the first two official transcript orders.

• • • Unofficial Transcripts:

Students can access unofficial transcripts through the Student Portal → Documents → Transcripts → Unofficial Transcripts. These are available anytime at no cost.

• • The Application Support team can help students who need to transfer missing PC credits to their current records.

• Canvas/Portal Inconsistency: If a student has the correct courses in Canvas and on the home page of their portal, but a course is missing from the Class Schedule section of their portal, they can rely on the homepage of their portal to determine if they’re registered or not. This is an expected bug resulting from manually registering students. If a student needs to drop a class, they can fill out a withdraw/drop form in the Help Center.
  
  

• Case Management: For general questions and simple procedures, close the case once you're confident that accurate and relevant information has been given. Wait until the 5th day only if you need further information from the student to proceed.
  
  

• Employee Privacy: We DO NOT share any personal information (i.e. phone numbers, email addresses) of BYU-Pathway, BYU-Idaho, or Ensign College employees to the students.

Best Practices

• Pick older cases in our queue instead of the newest.

• Check the student’s timeline for duplicate cases and merge them.

• Make sure another agent is not working on the case already.

• Do not change case titles. As per an update to the QA Procedure Manual, Advisors should leave the case title exactly as it is. 

• All escalations should be done using the following template:

 Escalation Description Template

• Case

• Action

• Expected Results

• Proofs (screenshots, errors, written authorizations, etc)

• KB Reference

• Advisor’s Name & Date

Dates and Deadlines

• Monday, March 2, 2026 ----   Winter Block 2 Starts 

• Monday, February 23, 2026 --- Application Deadline  

• Monday, March 2, 2026    ---- Tuition Discount Deadline  

• Monday, March 2, 2026    ----   Add Course Deadline  

• Monday, March 9, 2026    ----   Drop/Auto-Drop Deadline  

• Monday, March 9, 2026    ----  Last Day for a Refund  

• Sunday, March 22, 2026   ----   Payment Deadline  

• Monday, March 23, 2026  ----  Late Fees Applied  

• Monday, March 30, 2026   ----  Last Day to Withdraw with a W Grade  

Weekly Training

🆕KB Articles - Why it Matters and How to Do it
New Process for Leaving Article Feedback

Success Stories

"A major highlight this week was seeing my technical mastery in action. By drawing on my experience with past cases, I was able to navigate new cases with much higher speed and precision. I have developed a library of 'ready-to-go' escalation drafts and templates, which has cut down my processing time significantly. This allows me to focus my energy on the thorough investigation required for billing and status errors while still maintaining a high output."

• Jean Abor

Advisor Tips

"I can continue to improve as a Peer Advisor by listening carefully to students’ questions, giving clear and helpful guidance, and staying up to date on course and graduation information. I can also learn from feedback, be more proactive in sharing important updates, and find new ways to make the process easier and less confusing for students."

• Oluwatosin Omoniyi Babawale