Embedded Files
When creating/closing/escalating a ticket we must leave notes in order to help other agents who will go through the ticket understand better the student’s issue and the information you have reviewed and taken into consideration.
You will find the “Notes” section next to the Escalation Description.
To create a note you will click on “Enter a note”.
Now, you need to place a title for your note and then the note itself. An extra tip here is to put the date within this information.
When typing a note we must be as detailed as we can because we want the other agents to have all the necessary information so they can process the ticket faster. The information in Notes should go hand in hand with the information you put on the Escalation description. Usually, in Notes we want to make sure that we are putting the evidence of what we mentioned in the Escalation Description.
If a ticket needs to remain open for an extended period, it's essential to leave detailed notes explaining the status and next steps.
Let's practice!
For example:
In the Escalation Description, you explained that the student passed the prerequisite for a certain course but the Degree Planner is not allowing the student to register for the course because it states that the prerequisite has not been completed.
Let’s take a moment to think, what could you add to Notes? (Write down your answers)
If we are trying to be as specific as we can, we could add
· An image of the prerequisite with its grade (You will usually find this information in the student’s Degree Audit or in the tab Records in PATH if it is a course the student took during PathwayConnect).
· An image of the student’s Degree Planner.
· An image of the KB that shows that the prerequisite fulfills the requirement for the course the student is requesting.
Remember…
"Wherefore, be not weary in well-doing, for ye are laying the foundation of a great work. And out of small things proceedeth that which is great”
(D&C 64:33).
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