Embedded Files
Reach Topics
Picking cases process
How do I know when someone else is working on the case already?
Checking students information
Searching Internal and External KB articles
Escalating cases process
Checklist: Resolving Cases
Anthology Topics
Most useful sections
Understanding the DPA
Checking if students are registered for this term and upcoming ones
Verifying the certificate order
Checking if students received a certificate in the Legacy (old) system
Checking students holds
Accessing student’s planned schedule
Verifying course equivalency
Reach Topics
Reach Topics
Picking Cases Process
(Do not pick cases from the Queue section)
⬇️If there’s someone displayed there, do not pick it and search for another case
If you have picked it already and someone else is working on it, report it to your support Team Lead⬆️
Checking if someone else is working on the case
Checking Student’s Info
Checking Student’s Info
Checking Student’s Info
Searching for Internal and External KBs
Internal KBs
Every KB available for BYU-Pathway Support ONLY
External KBs
Every KB available for students and BYU-Pathway Support
Students can access external KBs by visiting the Help Center through their Student Portal
External articles are very useful with resolving some cases. Take advantage of them!
Searching for Internal and External KBs
USEFUL TIP!
If you want to be more specific while searching for articles, you may use the quotation marks.
Look at the image on the side⬅️
This agent is trying to searching for articles where the word “grades” (and its variation) appears the most.
It tends to help this agent to find better articles related to this topic.
Reach: Escalating Cases Process
Three main steps
We’ll now focus on the third step, Escalating Cases.
If you want to explore more best practices about each step, Join this Presentation.
After gathering all the necessary information (according to KB’s requirements escalate the case appropriately,
use the Escalation Description Template:
✅Case
Describe the situation and/or the student’s concern
✅Action
What have been done by you and students to get it resolved
What went wrong while trying to solve this issue by your/their own
✅Expected Results
Specific actions expected by the new team to resolve this student’s issue
✅Proofs (screenshots, errors, written authorizations, etc)
Insert proofs that support what you inserted in the previous 3 steps
✅KB Reference
Always insert a KB. If you don’t find one, choose the closest one and inform to the team it’s not the specific KB, but you found this as the closest one.
✅Advisor’s Name & Date
Insert your name and the date you’re escalating the case
HEADS-UP!
The Escalationg Description Template is a general way to insert
notes before escalating cases.Some KBs require us to insert specific information while escalating cases. When you face a situation like this, insert the format found in KBs.
For Technical Support Escalations, ask your Support Team Leader for approval before escalating cases to them.
Closing Cases Checklist
Before resolving cases, make sure to fulfill the following best practices:
✅Closing Cases Checklist
Follow the Closing Cases Checklist that is found in the 5D working circle training
✅BONUS: Communicating with students
Always email students before resolving cases by explaining the reason why you’re resolving it.
DO NOT rely on the resolution box as any form of communication to students.
Anthology Topics
Anthology Topics
Most Useful Sections
Contact Manager
Group Membership (to check holds)
Admissions
Previous Education
School Fields (to know the BYU-I and Ensign number)
Academic Records
Enrollments (to check student’s catalog year and certificate order)
Transfer Credits
Student Courses
Degree Progress Audit
Degrees Honor Badges (to see if students received certificates in Legacy)
Understanding the DPA
As the first step, always remember to choose the Program Version you want to analyze:
Trust more in the Course Requirements section than in the general progress ruler. Sometimes, the general progress ruler doesn’t have accurate data about student’s progress.
To check the degree requirements easier, you may refer to the link in this article, which will direct you to the main page about catalog years and Certificates & Degrees options:
Student Registration in Terms
To see if students are registered in any term and also check their course history, go to Academic Records > Student Courses
Certificate Order
Checking certificates order through the Program Version section can be tricky, as shown in the image below:
Instead, go to Academic Records > Enrollments to find the right certificate order.
After finding the certificates, click on each one of them to dig deep on this analysis. Let’s use the Business Administration certificate as an example here:
In the Program Version section, this certificate was displayed as the 2nd certificate, but now we know by the Enrollment section that this is a 3rd certificate (C3).
Certificates in Legacy (Old) System
To properly check that, go to Academic Records > Degrees Honors Badges
Checking Student Holds
To properly check that, go to Contact Manager > Group Membership
Accessing student’s planned schedule
Accessing student’s planned schedule
In Anthology’s homepage, click in the dropdown arrow beside your name and then, click Workspaces.
When this box pop-up, select “BYU-PW Home” and hit “Save”.
As you have this view in your Anthology homepage, click in the green box which states “Custom Forms”.
This page will appear in another tab. Then, click “Settings” and then “Open Form”.
Checking Course Equivalency
This is the only check in step we don’t do through the “Students” application in Anthology, but from the “Configuration” one.
We’re not sure if everyone has access to it, but if you do, that’s a great tool to resolve those cases students ask if some courses they have taken already fulfill current courses.
As you join the Configuration application, select Programs.
This way, you will be able to see all the programs available at BYU-Pathway Worldwide.
⬇️CASE STUDY⬇️
Now, let’s imagine the following situation. Bryan created a case with the following information:
“Hello, I need to know if a General class I took in a previous university will fulfill any of the general requirements here at BYU-Pathway. The class was CHEM101”
After digging deep in the case, Reach, and Anthology, you found the following information about Bryan:
It’s the first time this student asks support about that
Degree: Applied Health (a BYU-Idaho degree)
Class: CHEM 101
Where to look at: General Courses - Idaho
Now, we need to select the Program related to the student’s request.
As the student is pursuing Applied Health (a BYU-I degree) and is asking about General classes, we choose the program General Education & Program Specific Requirements (Idaho).
As CHEM 101 looks like a Natural Science course, we’ll go through the Leadership & Self-Reliance Module and Religion (BYU-Idaho).
You’ll be directed to the Program version page. Then, do the following:
Click the Courses List button on the right-hand side
Select the catalog displayed in the Catalogs section
Go to the Electives and Substitutions tab
As we found that this course is under the Natural Science section, we open it by clicking in the highlighted button shown below:
Finally, we found that CHEM 101 falls under the BYU-Pathway requirements.
Then, Bryan won’t need to take another Natural Science course, as he fulfilled its requirements already from the other university he was enrolled before joining BYU-Pathway.
Thank you, Jonathan!
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