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This training presentation was designed in response to some insights gathered from the pre-assessment quiz. It highlights key areas where additional clarity and support are needed.
Our goal for this training is to enhance your knowledge in some core topics, including student communication, degree planning, internship and class project guidance, and professional email etiquette.
Case Handling Best Practices
Case Handling Best Practices
Never remove cases from a queue
Do not assign a case to yourself unless you plan on working on the case within 24 hours
If you are working on a case, you should pick the case so that your name shows in the “Worked by” field
The owner field should never show the name of an individual person
You should not close cases from a queue you are not responsible for
When working on a case, assume someone else will look at your notes and interactions and need to understand what you did
If a student is reporting multiple unrelated issues in one case, break the unrelated issues out into separate cases and leave clear notes in the original case with the newly created case numbers for the student and others to reference
When working on a case, check for other open cases from the same student. Close duplicate cases and explain to the student why you’re closing them (be sure to copy any missing information from the duplicate cases into the original)
Contacting Students Effectively
What should we do when a student fails to respond to follow-up emails?
When should we call a student?
If the student has remained unresponsive to our first outreach, we must add a different means of interaction to the preferred contact method the student declared. For example, if the student declared their preferred contact method is email, and the student has not replied to the first outreach email we sent, we need to send a second email as planned, and we must also try contacting the student through a phone call.
We call students when:
We call students when:
Understanding Internship Requirements
Understanding Internship Requirements
Who can do an internship?
All students with catalog year up to 2023; check specific major requirements.
For students who cannot do an internship, what are they supposed to do?
Most majors require either an internship or a class project. As of Winter 2025 (Term 1), students who have not completed an internship will fulfill this requirement through a structured class project.
New Internship Alternatives
To fulfill internship requirements, students can now take either a capstone course or a professional projects course. Students no longer need to seek out and submit internships for approval. These capstone and professional project courses are already part of the program requirements and are automatically scheduled for students. However, those who independently complete an internship may be able to apply that experience to their professional projects course.
Catalog Year Policies
Catalog Year Policies
When does a catalog expire?
What happens when a catalog expires?
A catalog year refers to the specific academic year during which a student begins their program, it will determine the set of academic requirements they must follow to graduate.
Catalog Expiration
Catalogs expire 7 years from the student's major start date.
Effects on Students
When a catalog expires, students who haven't completed their degree may be transitioned to a new catalog. This change can impact their degree requirements, course availability, and overall program structure.
If a student takes a long break do they remain in their original catalog or are they moved to the newest catalog?
They would remain in the previous catalog. It would be advisable for this student to analyze their own situation to see if they will be able to finish the degree before their catalog expires.
If they go on this analysis and find that they won't be able to finish their degree before their catalog's expiration, it would be good if they change their catalog to the newest one. They will need to create a case in order to be moved to a recent catalog.
Student Enrollment Status
Student Enrollment Status
How many semesters can a student take a break before losing their enrollment status and needing to reapply?
There are only three situations in which students are required to reapply.
Program Complete
This status indicates the student has completed all the requirements in a program that has no awardable credentials.
Graduated
This status indicates the student has completed all the requirements in a program that has an awardable credential.
Program Withdrawal
This status indicates the student has withdrawn due to a withdrawal request, remained on leave for 5+ years, or was dismissed by the institution.
Leave
**This status indicates that the student is not actively enrolled due to deferring their enrollment or not registering for courses for three consecutive terms. Students in this status can re-enroll without needing to re-apply.
Residency Credits
Residency Credits
What are residency credits?
How do students know how many residency credits they need to complete and how do they keep track of those?
Do residency credits vary from one catalog year to another?
Residency credits refer to credits earned directly at BYU-Idaho or Ensign College.
Degree Type Minimum Residency Credits Required
Bachelor's Degree << >> 30 credits
Associate Degree << >> 15 credits
Certificate << << >> >> 6 credits
Transfer Credits
Transfer Credits
For re-evaluation of transfer credits or other concerns, students can create a case through the Help Center, which will then be escalated to the Transfer Evaluation team by us, the support team.
Transfer credits that don't meet specific certificate or degree requirements typically count as electives, though the Transfer Evaluation team determines which credits qualify.
A student wants to be moved to a different degree, and they want to see how the credits they completed will be reflected in their new degree. Should they be directed to the transfer evaluation office, or can the Advisor figure this out on their own?
The student meeting with a Support Agent via a call should suffice.
As the Support Agent, you can help the student:
Review their completed courses.
Compare how these credits align with the new degree's course requirements.
Determine if a catalog year change is needed.
The Transfer Evaluation Office is only involved when students submit "external transcripts" for credit evaluation.
Professional Email Structure
Professional Email Structure
Before Typing the Email
Double-check if the support email contact is displayed correctly in the "From" box
Do the same to see if the student's contact/profile is displayed in the "To" box
Insert a Subject in the "Subject" box
Typing the Email
Date
Greet the student
Thank them for contacting Advising (if this is your first email thread/reply to them)
Answer each question the student has in an orderly and informative manner
Insert a closure saying that they can contact us if they still need help, and/or ask for follow-up questions
Always include your email signature at the end
Best Practices
Only enter 1 space between each new paragraph
Professional and kind tone throughout the email
Capitalize the first letter of team names (e.g., "Peer Advisor" not "peer advisor")
Same font style and size in the entire email
QA will not be deducting points on different fonts used in emails anymore, as long as the font is clear and understandable. Unacceptable fonts are Scriptina, Hobo, Papyrus, Comic Sans. (It is still a best practice to use a professional font like Times New Roman)
When drafting emails, you can leverage AI tools to help you get started and ensure your message is clear and well-structured. However, it's important to review and refine the content to ensure it aligns with BYU-Pathway's tone. Always fact-check, customize, and edit the output to make it your own – and never rely solely on AI-generated content without adding your own proofreading and personal touches
Remember to follow the guidelines in the Professional Language Tips document in your interactions
Neutral & Professional Praise: Focus on work – “Great question,” “You explained that clearly.” No compliments on voice or appearance, and no pet names.
Friendly, Not Personal: Warm and clear – “I’m happy to help.” Avoid slang, personal questions, or oversharing.
Mirror & Respect Tone: Match the student’s formality; stay professional even if they’re casual.
Clear Closings: “Anything else I can help with?” then “Thanks for calling – have a great day!” No lingering or overly emotional farewells.
Be mindful of students' diverse cultures and backgrounds. Skip phrases that sound romantic or too formal. Smile as you talk to keep the tone right.
Phone Call Guidelines
Phone Call Guidelines
What should you say when making a call?
How will you handle a student who declines your call?
What is the closing spiel?
Introduction Script
Advisor: Hello, this is [Advisor's name] from BYU-Pathway Worldwide Advising. May I speak with [Student's Name]?
Student responds/acknowledges the call
Advisor: Do you have time to talk for [5 or 10] minutes?
If YES, proceed with FERPA verification. If NO, arrange a better time or offer to continue via email.
FERPA Verification
Complete the 3-step FERPA Verification process before discussing any student-specific information.
Proceed with case-specific conversation only after verification is complete.
Closing Script
Advisor: Is there anything else I can help you with?
If NO: Thank you for taking our call and speaking with me. Please check your email for the summary of our conversation. If you need further assistance, please feel free to contact us again by creating a new ticket at help.byupathway.edu. Have a good day [or evening]!
Goodbye.
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