Student Support Teams

Announcements for Fall Week 5 (Term 5):

“You have your agency to choose contention or reconciliation. I urge you to choose to be a peacemaker, now and always.”                                                                

    — President Russell M. Nelson

Important

• 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).

  • Pick cases you can work on the same day.

  • If you realize you won't be able to handle a case before your shift is over, release it so someone else can work on it. 

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

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

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 to request transfer credits is currently not working in the new system. If a student needs their transcript for their OD credits, they will continue to request those through BYU-I or Ensign until further notice.

  • 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

KB Article Updates

An important update has been made to the following KB Articles. Please read the articles and understand how to help students in those situations:

Internal Articles

• Unsupported Products and Services

• Block 6 2025 Registration Instructions

• Block 6 Registration Error Messages

• Term 6 New Registration System

• Portuguese Version of PathwayConnect Beta Release Policies

• Registration Instructions for the Limited Release of BYU-Pathway in Portuguese

External Articles

• Receive Academic Planning and Advising Help

• Academic Exceptions Petition

• Accessing Your BYU-Pathway Email Inbox

• Finding Your Username and Email

• What do you do when you have Endorsement questions?

• Session Timeout Error when trying to make payment

• Payment Issues

• How do term/semester deadlines work?

• Third-Party Payments

• ELA Retake Wait Time and English language Learning Resources

• Bachelor's Degrees in Portuguese Starting 2025

• What Is a Program Plan and How Do I Use It?

• Gathering Issues

• Registration for Certificate and Degree Courses

• Registration Instructions for EnglishConnect 3

• English Language Assessement (ELA) Overview

• Preparing for the English Language Assessment (ELA)

• Finding the PathwayConnect Program Plan

• 2025 Academic Calendar

• My Endorsement is Complete but I Still Have A Hold

Dates and Deadlines

• Monday, September 29th

  • Term 5 - Last Day to Withdraw with a W Grade

  • Term 6 - Registration Open
    
    

• Monday, October 20th

  • Term 6 - Application Deadline

• Thursday, October 23rd

  • Term 5 - Grades Available

• Monday, October 27th

  • Term 6 - Add Course Deadline

  • Term 6 - Tuition Discount Deadline

Weekly Training

• Certificate Components Information (Where to find in Anthology)
  Copy of Certificate Components Information

• Prerequisites and corequisites in Anthology:
  Prerequisites in Anthology

• Equivalent Courses:
  Equivalent Courses

Anthology Systems⭐

5D Working Cycle & KB Articles

Appointment Management

Basic Knowledge Training

Success Stories

"A highlight of my work this week was the productive meeting with my ASA, where I gained a crucial understanding of my Key Performance Indicators (KPIs).
Learning the significance of these metrics helped me shift my focus from simply meeting weekly targets to truly understanding the value of quality and quantity. This knowledge is essential for me to not only be a valuable asset to the team but also to actively track, measure, and drive my own continuous improvement."

• Anonymous. 

"I worked on a case where the student mentioned difficulty registering but did not provide specific details. After carefully reviewing the account, I found the issue was a PathwayConnect Gathering Hold, which required the student to select a Gathering day and time. 

The lack of clarity in the student’s message was a challenge, but it reinforced the importance of thoroughly researching before reaching out. This ensures I provide accurate information and avoid unnecessary back-and-forth with the student."

• Christian Ahiadzonu 

Advisor Tips

"It is important to remember that we are constantly learning and that supporting one another within our team, as well as collaborating with other teams, is essential. Following the correct procedures when escalating cases and providing accurate information allows us to assist students more promptly, demonstrate professionalism, and ensure they receive the best possible support. Creating a simple to-do list before escalating could help us double-check the information and steps, making the process smoother for everyone involved."

• Natalia Velez