Lesson 6: Basic Procedures in Reach

BYU-PATHWAY WORLDWIDE

Student Privacy

Student privacy and data protection is a priority at BYU-Pathway Worldwide. You play a big part in keeping student information safe.

Do not give out student information unless you are sure you are speaking to or emailing the student. Do not give out student information to those who claim to be the student’s instructors, bishop, or others. If you have concerns about who you can give information to, talk to your supervisor.

Only use information in Anthology Reach or Student for advising purposes. This information is not to be used for church callings, personal, or other purposes.

Introduction to Reach

Most of our work is completed in our CRM called "Reach". This program is where we interact with students through emails and calls.

The videos below will guide you on some basic procedures in Reach

Access Reach

Accessing Reach.mp4

Set Your Reach up in MST

Set up Reach to MST.mp4

Search for a student

Traninig Student Profile.pdf

Create and manage a new case

Please refer to this page. Create and manage a new case

Choose the correct product and subproduct

You can refer to this document to select the correct product and subproduct in your cases. Topics and Subtopics option

Pick a case

Trainings How to pick a case.pdf

Find the cases I have picked

Training How do I find the cases I have picked.pdf

Attach a KB Article to a case

How to attach KB.mp4

Duplicate cases

Merge Duplicated Cases.mp4

Know how to escalate to another team

Training AddingaCasetoaQueueinReach.pdf

Know how to add detailed notes to a case

How to create notes.mp4

Close a case

Training How to close a case.pdf

Reactivate a Case

Reactivate Cases.pdf

How to Escalate to a Parent Case

How to Escalate to a Parent Case.mp4

Create cases in the Help Center and add comments (Students)

How Students Submit Support Cases.webm

Thank you, Maria and Kira, for the videos!

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