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Step #7: READ - Need to Know: Inquiry Record Details

Step #7: READ - Need to Know: Inquiry Record Details

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Author: TERESA URANGA
Description:

Displays student record information.

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Tutorial

Inquiry Record Details

Click on each section below to expand and view the functions/commands available within each.

Highlight Panel: Provides a quick glance of important student information. The panel will always appear the top of Inquiry, unless minimized.
Note:

The Highlight Panel is only available when accessing the record from the Inquiry or Opportunity Object. Accessing an Opportunity from the Person Account will not display the highlight panel

If the information in the highlight panel is changed, the record must be closed and re-opened to view the new information.

The minimizer button on the far right of the panel allows users to collapse or expand the panel. The minimizer function is small and easy to overlook.



Inquiry Detail

Shortcut Links:

Open Activities
Shortcut to go to Open Activities section

Shortcut to New Task, New Event, New Meeting Request buttons

Activity History
Shortcut to go to Activity History section

Shortcut to Log a Call, Send Process Emails, Send Promo Emails buttons

Student Information Form Submissions
Shortcut to go to Student Information Form Submission section

Chat Transcripts
Shortcut to go to the Chat Transcripts

Inquiry History
Shortcut to go to Inquiry History section

Campaign History

Shortcut to review the student's campaign history information

Command Buttons:

Edit
Allows the Admissions Advisor to update editable fields in the Inquiry record

Admissions Advisor must click on the “Save” button or hit “Control S” to save any/all new/updated information

Save
Becomes available after clicking on the “Edit” button or double clicking on an editable field

Allows Admissions Advisor to save any/all new/updated information

“Control S” is shortcut key to save any/all new/updated information

Cancel
Becomes available after clicking on the “Edit” button or double clicking on an editable field

Allows Admissions Advisor to cancel any/all new/updated information

Convert (not visible to all users - for Managers and KUG Advisors)

Allows Managers to manually convert an Inquiry to an Opportunity during as part of the Business Continuity Plan for SEP

If an Admissions Advisor tries to click on this button, he/she will get an error message as this is strictly for Manager only

Change Program and/or Start Date

Allows the Admissions Advisor to update the Program of Student and/or Desired Start Date of the prospect

Admissions Advisor must click on the “Save” button or hit “Control S” to save any/all new/updated information

Remove from DNC

Allows Admissions Advisor to send a request to Contact Center Solution (CCS) to reinstate the DNC’d phone number(s) and/or the entire DNC’d file

Refer to Center for Disability Services

At the Inquiry stage, Admissions Advisor can send the referral by clicking on the “Refer to Center for Disability Services” button

If this action is needed at the Opportunity stage, Admissions Advisor will open a case following the Case Master List

Once this case has been opened, the Admissions Advisor will not be able to see and/or track this case from his/her queue due to the case’s compliance nature

Orion Student Manager
Allows Admissions Advisor to view the Orion Student Manager for the migrated or cross system reassigned Inquiry or Opportunity

If the lead does not exist in Orion, there will be no information displayed from this command button.

Re-Route Record

Allows the Admissions Advisor to reroute the open/active record to another vertical/business unit
Status stays the same upon successful reroute.

Screenshot: ReRoute Record Options: This will change for KUG, as new options are added per the requirement