 So this morning we covered how to find multiple records, right? So again, I always start with views because frankly, you, everybody, if you're going to be using the system in some way, shape, or form, you're going to have at least one. You're going to be working with them through the system. So now that we know how to find multiple records, let's talk about one, what it looks like on the contact record, and then the documentation, cases, and tasks. So that is what we're going to be talking about today. So let me reiterate some things. This system is growing into work in progress. So what you're seeing right now today is not the finished product. All of your data pieces, all the fields that you're collecting are not currently in here, and obviously they're not populated. And your page layouts are not solidified. That is something that you guys will be doing, not you all, but Marcus and Gina will be doing as you guys get closer to having more things completed. So again, it's a little work in progress, but this is getting you prepared for your usage in the system. And business processes are still being solidified. So this is a great opportunity to think about how you guys want to use this. Marcus, did you want to start us off with something? About the case stuff? About contacts and cases before we get started? Sorry, I was in touch broadly about that. Okay. Oh, don't forget to hit report on the... Yeah, I think we did that. So we're good. So Gina, who did you have in the room on Monday? Was it everybody here? No. Not people. What is your idea to do with every Monday? A Monday? A Monday? The advice meeting, the advice meeting. So some folks have heard this from me, some have not. Oh, you were talking about that. Right. Are you talking about Friday? You mentioned the Monday. I talked to them on Monday, but your cases and contacts, they were two subsets of people. Okay. So I just want to make sure everybody's got a general baseline of understanding. So, as Brandy talked about a little bit earlier, the contact is the person, and then the cases are interactions associated with that person. Does everybody grasp that piece of it? So what we can do then is we'll have a person come in. So if they inquire, say, on the SCS Inquiry Form, that person is getting, it's assigned to a person. In this case, it's going to Lois. Lois is then assigning it to the respective person in the office that is responsible for that, whether it be a program or a particular initiative. If you're going out on the road, we're building some forms that track back to the person that's on the road. So we'll also have that capability as well. So like, Richard, if you're out of the police department, say you've got an inquiry form on a laptop, you want people to fill out. It'll be tied right back to you so that you own that record right through until they're coming into second class. So we'll be able to build those forms as well. So what we're then going to be able to do is these cases that get assigned, the Inquiry Form, and we have to talk about how SCS is going to handle this right now. I think right now it's just going to Lois. But when the Inquiry Form is completed, there's a case that's automatically assigned to a person that's connected to that contact record. So if I ask for information on paralegal studies, then that contact goes into the system and gets assigned to Lois, who's then going to sign it out to the paralegal advisor. Who's that in here? I'm not sure who that is. Okay, so PM. I think we can get that assigned as a case. What we can then do is then I'd work with the DETCH, and the DETCH might be building a communication plan that is for, say, the paralegal studies program. And maybe you determine that you want somebody called on the first day, and then you want them called again maybe a week. I don't know what your process looks like, but we can build those out. So then those cases then get assigned to you. So when you're building these types of views, and you've got your open cases set up, so we just worked on Joanne, for example. So she's got a list of all the cases that are assigned to her on a given day. Your goal is going to be when I come in the morning or whatever time you come in, is to clear out that list of cases. So cases are no longer the people we've gotten away from that. So now you've got an open case, and those open cases can be names based on the activity in the funnel. So if you've got a student that hasn't been contacted in a couple days, there might be a call that says, you know, seven-day call or two-week call or something that's built into the communication plan by the DETCH. Those get automatically assigned and will live in that list. So when you log in, you're constantly going to have a list that's changing. It's going to be dynamic on a regular basis. And your goal will just be whatever that tactic is, I have to do that, and then I close that case, make any sort of notes you want, and then I'm sure you'll find out the case messages later this afternoon. So we just want to make sure that we're all kind of on the same page of how it's going to be. If you think about it as a help desk ticket you call and somebody has, you call Dell and get a problem to get forward to somebody in India, and you get somebody in California, and you get bounced around. Well, they're the case that's assigned to you, and then there's various activities that get assigned to that. So, and Brandy can talk to you more about that. But that's kind of how we're processing forward, and then we've got the opportunity with the communication plan to ensure that ultimately every continuing study student, or in my case, every graduate student, is getting the same touch points from us regardless. So if you talk to this student or this student, they've all gotten the same experience coming in, because we want to ensure obviously quality experience. And we're all handling a lot of students, you guys in particular, hundreds of students that you're trying to get through and trying to get them quick. So we want to make sure that they're all getting that same kind of uniform experience, same emails, same types of phone calls. Everybody has their nuances. But we want to track those directly. Does that make sense? Okay. All right. Perfect. So I wanted to have that context for you guys of why you're about to learn these things, because now we're going to talk about the actual processes, right? The actual functionality system. So we have, first thing we're going to do is we're going to search for the contact records that we have created. If we're not here earlier and did not create a contact record, then you will search for mine, okay? So what we're going to do, up here at the top, I want you to either type in your name or the word delete, because that's also going to find you. These search parameters up here, you can type in first names, last names, full names, partial email addresses, phone numbers, and I believe student IDs that would come from Kali at some point in the future, but not today. So I'm going to search for my record. I'm just going to type in, Brandy, you work for your record, or mine, it doesn't really matter. As a matter of fact, I'm not going to do that. I'm going to type in delete. I'm going to show you what happens when you get that. So again, you should see something like this. If you type in your name, your record should be up there. If you type in delete, you see everybody who has deleted somewhere and their name is showing up. So before you click on anything, I want to talk to you about navigation. This is something that every client is going to struggle with, and this is why I talked to you guys about the tree, right? So in a relational, bless you, in a relational database, we're not dealing with one record anymore. We're dealing with multiple records that have relationships, right? So our tree trunk is our contact, and all of our branches are the relationship items connected to that person, okay? Which means, functionally, where you click in this system matters a grave deal. Let me go ahead and tell you, you will mess this up. And I mean that in the nicest way possible. Why? Because you don't know all the places to click. For example, in the future, when your applications are in you, you will have a list of applications, and usually you'll be like, to get to a person's application, I can click on their name. That is not the case in this system, okay? So as we go through, I'm going to tell you where to click and where it's going to lead you. Now in your search results, you have four hyperlinked fields. First name, email, full name, and last name. When I click on anything with the student's name, first name, last name, full name, contact name, and some modules, it will 100% of the time take you to their contact record. That is their tree trunk. And remember, the information that's on that record is the basic demographic info about that student, okay? You with me on that? No matter where that lives, whether I am in a case view, an application view, an event view, if I click on a student's name, it will take me to their contact record. Do we all understand that? Okay. When I click on an email address in the system, it is going to open up an opportunity for me to send an ad hoc email. So much like that send email under the action button we saw in the view, does the same thing. So much like I was saying to G, there are multiple ways to do the exact same thing in this system. Okay? So again, when you click on the student's name, it takes you to their contact record. When you click on an email address, it opens up the opportunity to send an ad hoc email to that student. So let's access contact record. So find your name and click on it. Now, your screen does not look like my screen. I have extra stuff up there, and don't worry you will have that here in mere moments. You are now on a contact record. Know this, because in my dark gray bar it has a student's name, and that low roller deck sheet. And it lets me know contact record. Remember, a lot of these screens are going to look very similar. So again, currently your layout is a little ha-hazard. This will change. You're seeing lots of different things, SCS and grad information. We will be restricting that so you will really only be able to see the stuff that matters to you and whatever your job is. That is some, that is a little ways down the line. But if you scroll through this, you will see all of the information that you populated on your inquiry form. It's automatically in here, okay? Excuse me. Now, at the top left, you will not have all these items obviously, but you'll have some of them. So again, I want you to edit any information on this person's contact record and hit edit. Or, if I hover over any of the things, I'll also see the edit symbol there. Both of those will open up the opportunity to edit this record. So again, you have access to do this pretty much all the time. If you are an administrator or some special person, you have the potential to again delete. We also see the clone, which we are never going to do. If you have certain permissions, you have the ability to find and merge duplicates. So if I think this might be a potential duplicate and I have these options here, I can do that. I think we took it away from most of you just to make sure we have a business process in place before we bring that back out. And then there's the opportunity to print the screen that you're on if you need to get this out on paper and disperse it to the people. Now, what I am seeing, when I look at a contact record, you still have these extra tabs. You don't have those yet, but you will. This is where a relational database shines. If I'm looking at my tree trunk, I actually also want to look at all the branches that this student has, right? In one place, I want to be able to toggle through and see what is their application? What cases do they have? Are they registered for events? Have we been emailing them? What's about their contact log? All of these are related information pieces. You will see this button throughout the system because pretty much everything is related to something. You with me on that? So I want you to add in the following. You have to add them in manually. What's great is once you add these in once, they are available for any student that you look at. So it's the one time only thing that you're going to have to do. Here's what you're going to do. Relate information. Click on that. Notice super long list, right? Because we're in the tree trunk record, I have access to all of the branches. Here's what I want you guys to add in today. Go ahead and add in applications, even though they're not live yet. Just go ahead and knock that out. So applications, you have to keep going back to add more in. So I want you to add in cases. So applications, cases, cases. Even though it absolutely shows up on the other menu, just click cases. Just click cases. Don't worry about any of the sub menus yet. Tag log, educations, and tasks. So this is a base. You can, of course, whatever you do and your jobs, you can add or take away whatever you need. So whenever you're looking at the individual student, you will have access to the pieces of information throughout the system that you want to see. Make sense? So that has to be done for each student? Nope. Done right now. And then for any student, they'll automatically be up there. So one and done. But you got to do it first. Okay. So let's talk about some of these in more detail. So first, click on the contact log tab. And by the way, you can change the order by clicking and dragging these tabs. This is unique to you. No other user is seeing what you're seeing the way you have it laid out. So contact log. At minimum, you guys should have three entries here. Yes? Yes. I love that. So what is the contact log document? Any radius, originated communication or action. What does that include? Well, obviously any ad hoc emails that we send. Any mass communications that we send. Any form submissions that a student does. So if they're filling out multiple inquiry forms, we're going to see it here. They're filling out applications on applications. We're going to see every time they touch those forms. All the time. There's also the capability, which we will get into at a later trading date, for you all to actually log into the application as the student. So some of you when we work with applicants are like, I don't know what's going on here. Right? You'll get those calls. You will also be able to do that. And that is also a document on the contact log. It will say you logged in as the student on their application. Also, Outlook plugin that is available on Compass. If you're sending emails back and forth with students, which we all tend to do, there is a plugin that leads to your radius account that allows you to choose to send those emails into radius to document so that everybody knows what you're talking about with the student. It's optional. You don't have to do it for every communication. But that is also a document under the contact log. So now we will see everything that we're talking to the student about. How do we feel about that? Good. Good. Yes? Part of the phone contact is going there. We'll be back in a second. Okay. Yeah. All right. So notice there is no opportunity to add a new item to the contact log. It is automatic. Okay. Those will automatically be here for anything that let's see some of these items which you'll be able to preview those. I am super excited by hitting this little paper icon and expanding your preview window. Now, you guys are all on, for most of you are on screens with higher resolutions, they're pretty big. Your actual computer at your desk is probably might be a little bit smaller. When it's your first time adding in these related information tabs, what often happens is that your preview window is automatically maximized, which makes it look like there's nothing there. Okay. So you might want to note this down because if you give back to a computer you're like, I know something's there and it's not showing. It's because your preview window is maximized. It's the very first time you came in here. Just minimize it and you only have to do that once per tab. Does that make sense? Yes? Verbals? Yes. The rules don't change after lunch. Okay. So there's your contact log. I added in educations and I have information online that you guys don't have one. In your resume, that's okay. This is to let you know that on the application you will have the ability to ask for their school history. It will automatically transfer here and establish a relationship. So it says that I went to Governor's School of Innovation in Transylvania University. I actually did go to Transylvania University. You'll be able to see that there. I also have an application that I filled out. I thought I filled it out yesterday. Did I? Did you delete it? What did I delete? I don't know. The applications? I checked this morning and they were all gone. I was wondering if you deleted them. I didn't touch them. Jeez. What is your name? Lois. Lois. Wow. You can't track that? See, I'm the default, that fault person. Okay. I don't even know if you didn't do it. We just have a half-orange training. Lois. Three o'clock. Yeah. Your fault. No, I'll check into that. Things are bad when the two trainers, though, lost off the radio. I'll check into it. It may have just been deleted by the state because it was a test app. But either way, if I had an application, you'd be able to see that there. No, it's not. It's okay. You'll be able to see that there. And again, this is just to get you comfortable in saying you'll be able to see everything that a student does in radius. You will have 100% access. So whatever your job is, you will be able to have immediate access to those items. I'm happy about that. Is an inquiry considered an app? No. We filled out inquiry forms, right? Right. Or did we fill out application forms this morning? No, we filled out inquiry forms. They are separate. So why would they show up in applications? No. Because I thought that's what you wanted. No, I filled out an app yesterday with the admins, and we did some stuff to test, but it's not here. That's okay. All right. So any questions about, obviously, the related information piece? Not very difficult, right? I didn't think so. I do have one. Yes, okay. What was the last one we ran? The one before you did the... Education? Oh, no, the contact log. Contact log, yes. How come there's stuff in there already? Because, good question. So you all filled out inquiry forms. That counts as contact. So everything that is radius generated is automatically going to be there. And we're supposed to be able to preview at this point? Some of the items, not everything. But I didn't register for an event. You filled out the inquiry form? Right. With the delete? That is what that is. So since inquiry forms submission, incoming, inquiry form, web inquiry, those are your three items? I have eight items. You're fainting. I have a lot more, too. I didn't do any of this stuff. Oh, that's okay. It's from 3.7. You play around with records all the time. These are all test records, so... Oh, you're just playing around with my record? Yeah, we're playing around. And you'll like it. You know what probably happens is that Lois has a test record in there for a while. And I probably do check their email today. So any of your old comments are still in there. It's okay. It just shows you that we are tracking you. You'll never get away. This is how they do it, right? Okay. And I like to talk about both of these at the same time because they are alike, but they are also very different. Okay? So let's start with cases, and then we'll move on to tasks. So everyone click on the cases tab on your record, or my record. You should already have a case there. At least one, correct? Because, as Marcus said, every time a student fills out an inquiry form, they create a case. And the idea behind that is, if a student is self-selecting and saying, hey, I have questions where I'm interested, this is now your call to action and be like, what up, student? You got questions I got answers. Let's do this, right? Yes, ma'am. Suppose, you know, you see them up here, right? And ultimately, they probably got 15 of these with different colleges, and they decide not to come here. Okay. Does this go into a queue, or do you just, do they, somebody delete this? Because they're not interested. You're going ahead again. Oh, sorry. Well, that's more business process. So let me, I seriously doubt these will be deleted. They just will be acted on. Okay. It'll be closed. You're going to close it? See where it says status? It will be closed. You would close it. All right. Got it. Okay. So, let me tell you the three ways that cases are created. So one, inquiry form submission, 100% of the time. These may not be cases that you will use all the time, but they will be in the system. Okay. So when Marcus was talking about those internal inquiry forms, you may take two events and have people fill out on the iPads or the laptops, those two will create cases. Now, whether you need to act on those, that's an internal business process that you guys are going to figure out, but they will be in the system. There is documentation on it. Okay. Second way that cases are created is through communication plans. So communication plans are a mix of automated sequential emails that we send out to specific students, prospects, applicants, et cetera, but we can also insert cases which are personal calls to action, right? So I may send an applicant three emails saying, give me your stuff, and then after those three emails, a case may generate that says, you need to call this student and get their stuff. Does that make sense? Yes? Okay. I have a question. Yes. So when we're creating the communication plan for the application message to pull up to the admissions officers, does it allow you to identify or be the specific officer or is it just like a general one that goes out to whoever owns the case? Either or. And I'm going to have you pin your communication stuff because once we get done with them, we'll have some admin time and I would like you to stay for that. Is that okay? Okay. So in this cases tab, right? Yeah. How come? Okay. This is kind of like a two-part, how come? In my cases, I only have one and it's the one with my name. But Lois is the case owner. Like why would I... Marcus, would you like to answer that? So... Are you seeing the SCS inquiry forms? Yeah. Yeah. So every form has a case owner. Every form creates a case. And the case has to have an owner. So from a business process standpoint, what we were told is that in SCS, all inbound inquiries from the web would go to Lois first. Right. And then Lois would... Based on the changes in the process and there's been a lot of changes recently. So Lois is kind of the keeper of understanding what that process is. So then she takes that case and assigns it off to the appropriate counselor. So that's... Why is it coming up in my dashboard? It's her case. It's not coming up in your dashboard. It's coming up on your contact records. You're on the record itself, yeah. We are now in contact in your student record. I'm in. This is you as a person, as a student. So the student has been assigned to Lois. Lois is going to assign you to the program. When you're trying to go, why do you see that? Why do I see it? Everybody will see everything. Here's the thing, because we're all just looking at a student record. And here's the reality of what cases are. So let me kind of tell you what cases really kind of do. Cases are either calls to action, mail them something, phone calls, whatever. And they're documented conversations that any person has had with that student. So for example, I have two cases, one owned by Lois and one owned by Grind and Missions, because both of those people are talking to me. What this allows you guys to do is have transparency in how you are working with students, right? I like to think of like you call yourself under your cable provider. You escalate that issue and every single time you get escalated, you have to explain yourself over and over and over again. It does not make you really frustrated. I hate it. Our students go through that too when they have to go to different people and nobody knows the right hand doesn't know what the left hand is doing. We want to eliminate that. And that's why everybody, when they go to any student, can see the history of the conversations and calls to action. Does that make sense? Assuming they long did it. They interface with it. Yeah. The automatic ones, the inquiry form, those are automatically going to come. What we want you to do is when you are having these meaningful conversations with students, is also come in here and create a case or add to that case and say, hey, we talked about this. That's what a new case would be if I had a conversation with a student. Potentially. Type a new narrative in there. Yes. And I'm going to show you guys some other stuff too because it's not always adding a new case. Sometimes it's adding exactly one. Adding new messages. Because these are also going to help you identify topics, right? So common topics, we talk to students about applications, financial aid, you know, our troubled students who need a little extra hand holding, right? Cases allow you to keep those conversations in line. Right? Imagine holding a folder and you just keep seeing pages after pages looking at every single page to find the stuff that is applicable to you. Cases allow you to categorize that. So I primarily work in financial aid. I don't necessarily care about what happened on the inquiry form. But if you had a financial aid question, that should be documented. And I can add to that. See what you said and add my own comments to it. Yes, ma'am. I'm getting a little confused only because of some of the things that we used to do and now that we're new, we're implementing new ways of documenting how we communicate or what we've communicated. So can you just bear with me for a second? No, it's okay. So for a case, like, let's say you're talking about, so every time you're a student, and every time I reach out to you, it's a touch point. So every time I touch, there's a touch point. Is there a case created? Ideally, I would say yes. Because what I'm understanding is that the conversation continues within one case and not multiple cases. Both. And I'm going to show you. I know you could do both. But just for clarification, I want to know the system that we're going to move forward if we're just going to do multiple cases within one case or one case and create a new case each time you touch the person. Let me show you this and maybe this will help me answer because again, it's a process question that you're asking and process probably hasn't been developed yet. I'll show this to the admins yesterday. I'm in my Hobson's training tenant. This gives you an idea of what your life is going to look like in here. Right now your stuff is empty. This is your real life. Lots of stuff happening. I've got app cases. I've got undergrad cases. I've got calls to make. This is what you guys will be living in in real life. Let me go to a student record. What we're doing here. I'm a big down to an Abby fan. Lady Mary. Again, same thing here. But let me go to her case records. Mary has multiple cases. Different types of topics, right? We have some inquiry form submission that some are stay over the general inquiry plan. But I also have some topics that are common like application, right? But look here at my total messages. This is really going to dictate how you guys want to move forward in this. Some of these points don't have a lot of back and forth. Like this incoming call. Maybe answered a question. It wasn't related to something we'd already done. I wanted to document it. But my application case here has 11 touch points. Which means this student and I and somebody else talked about an application topic on more than one occasion. Got you. Does that 11 mean it was updated 11 times? Let me show you what that means. So I'm going to click here on that number 11. These are case messages, right? So in relation to that big topic of applications, look at what we talked to Mary about. Applications, requirements, change of program of interest. You got transcript issues, right? All of these are related to the application. So if I am an application person, I would want you to add messages to that existing case. So I can see everything that all of these people have touched on that topic. Does that make sense? Yes. Right. Now when it's a different topic, we start a new case. Oh, computers, no. If because multiple people have access and maybe multiple people touching one student, if someone had a touch point with a student relative to that topic but didn't add it in that topic, can you add it? Yes, you can. And take it out of the other list. You would, I mean, it would be a copy and paste if not super fluid, but you would, actually you could, you can just, if I go back in the case message and I'll come back and do step by step with this, but every message is assigned to a case so you would just change the case. All right, so let me back up a little bit. The lowest was confused and I don't want her to be confused. One client, I thought described cases in case message relation really well. Think of a case as a briefcase. And in that briefcase there are files and each briefcase really owns, this is this client, this is this client, this is this, if I'm a lawyer, I'm a lawyer. This case, this case, this case. The messages are the files about that case, that topic. And so we're adding conversations to that topic, we're adding more files into the case, more case messages to the case. If it's a whole other topic or a whole other call to action, so inquiry, that's another call to action. Lowest is going to get that and be like, oh, they're interested in paralegal studies. I'm going to change the owner to Tracy. Tracy's then going to say, all right, I'm going to have these conversations about paralegal studies. So is it safe to say that as a, or as that admins, they need to come up with those things that are going to be like, you can't have a free-for-all of discussions, correct? Exactly. Then I do get it, all right. Okay, yeah, good. All right. And I like showing you mine because, again, this is what it's really going to look like. It's hard to conceptualize when there's nothing there. This is what life is going to be like. I'm going to say, okay. I go in and I'm like, oh, are they talking about the app fee? What did they talk about? Student call, three freewayers available, blah, blah, blah. I did all this stuff. And you'll also notice the channels are available. So I can document this as a phone call. I sent an email, it's related to that. This is just an internal comment. They came into the office and visited me and we talked about this, and I wanted to document it. I'm sorry, how did you preview that under that list of cases? Clicking here. And that little icon, and then I just make my preview windows automatically up. You can also click on the case message subject and go into it. Right, which I've been doing, but that's new to me, so I like that. Me too. Thank you. No problem. And just being able to quickly see and get a comprehensive view of the details of those conversations in one place, super duper helpful. Do we get this concept? Yes. Concept, yes. Concept, yes. So let's talk practice. I'm going back into your tenant. So here's what we're going to do. We're going to air quotes, work this SCS inquiry form case. You ready? Yes. Now, to get into the case, again, where you click matter, so we're not going to click on the student's name because where does that take us? So smart. We can either click on the case subject or the case ID. Both unique identifiers that will take me into the case record. So click on your SCS inquiry form case. So again, your screen's going to look slightly different than mine, and that's because I've added in another branch. So here's what you're seeing on the case record. The case subject is the topic of conversation or the call to action. So the topic of this conversation is somebody submitted a form. I am talking to you about your form submission, your general inquiry. Right? Can we all agree? Yes. Now cases specifically are associated with contacts. They have to be. It is a required piece. You'll see there's the student, automatically there. Case owner, again for SCS, by default is going to be Lois. She's going to look at that student's information to decide who needs to own it. She will then adjust the ownership to another user. So if I hit edit on that, you'll see this is what Lois can do. She'll say, I'm going to make this Tracy. Right? Boom. The status. So by default, open cases mean I got some work to do. This is something I need to address. This is going to be cleaned up quite a bit. But what you really care about is open, closed, and in progress. That's going to be what's left in the future. Open means I need to work on it. In progress means I'm working on it. I've addressed it, but there are some things I need to do. Close means I'm out. I'm done. I've done everything I need to do for this particular case. You can, of course, reopen closed cases and change the statuses. There's no mechanism that prevents you from going back up the funnel or the tree. They're just values, okay? Source, this came in through the web. That's automatically populated because it was a web inquiry form. I also have various sources like phone. This is a phone call. They sent me an email. They walked in. They faxed me something. You guys can add a different value to this if you feel like you need something. The types. This is going to be to your benefit because the more standardized data pieces you have, your view building is going to be because you will then need to build case views. What we built were contact views this morning. Again, that's functionality that's going to take you throughout the system. Maybe Tracy's going to say, find all open cases, statuses open, cases that have me as the case owner. As soon as Lois makes that transfer, boom, they pop up in her view. That's her workflow. You with me on that? Yes. Okay. The type, if I want to be real special, maybe I want to say, I want to have all of my inquiry cases in one. I want to have all of my application cases in something else. You guys have that ability. Remember, you build your views. So, inquiry cases, obviously anything generated from the inquiry form, everything else can fall under here. If there are additional types, categories of cases, you guys have the ability to add those values. If I say you all, I mean Marcus and the admins. But if you see an area of opportunity, please say something. Priority. I thought we agreed to get rid of this. What's that? Priority. I don't know. I actually just, you see it on your end, but I think I put it on the field. You took it out? What's the, tell it this screw doesn't see it. I just hit it. Okay. I see it. You see it? I don't see it. Oh, no, Lois, you're on a different status. Okay. Campaign source. So, if we send out any mass communications, last push for apps, so thank you for inquiring, blah, blah, blah. And a student calls you and says, hey, I got this email from you guys. I have questions. That happens. You do have the opportunity when you're having a conversation to link this case back to that email. It's not something you have to do, but it is an option. I wouldn't be too worried about doing that, to be quite honest. Then there is a description, which can either be the details of what you need to do to complete this case. So that's more specific to cases that come from compliance, which we'll talk about after they leave. For example, you need to do a seven-day call after the app is submitted. What do you need to talk about with that student? They would have texts here that say when you talk to them, ask them x, y, z, you know, go through these items. Or you could use this to summarize your conversation initially. I'm not a big fan of that, because I want to add it to the case messages. I want time and date stamps on these things. I want ownership, right? So, what you guys see, either save and create message or create new case message at the top. You all see that? Okay, so now we're in the case message module. If the case is the topic of conversation, the message is the back and forth. The actual words, the actual details of that conversation. Okay? So, you'll see things have already pulled over. Related to the case. The student. Now, you're like, hey girl, we have separate case message owner and set by. Why is that? Well, think about this. We are not on islands, right? We are generally a team. Juan, who's on your team? Who works with you? Joy and Lois and Octavia. Okay. So, let's just say Octavia's on vacation. She's in Bali doing all types of island life. And work comes in for her. And you're like, okay, I'm her backup. Right? This is something that is owned by Octavia, but I'm the person who sent it. Accountability and transparency. You own that conversation. You're the person who's responsible for that student in real life. But I'm the person who had this particular conversation with them. Does that make sense? Yes. Yes? Okay. So, these are independent. And again, these are just users in the system if it ever decides to load up on me. Which doesn't look like it is. Still. Why? Technology, right? To the right of that message type. Incoming. Student initiated. Outgoing. Roger Williams initiated. Internal. A note. A comment. About this topic that we have not communicated with the student, but it's important for anybody who is talking to them. Does that make sense? My example in my tenant, I have a comment here that says, beware of fraud. It's a comment. Lady Mary was like, hey, this thing forever. What this says is she had her identity stolen, so hey, everybody be on lookout for like fake financial aid applications coming in on behalf of the student. Right? Well, there we go. Boom, boom, boom. Is that doing that? That's the wrong one. Did you get the idea? So, I'm going to say this is outgoing in this case. That, or Tracy in this event, got the case. She's making the call. It is outgoing. I'm now calling the student a response. Underneath that is the case message subject. What did we talk about this time? And so you saw that on my Lady Mary. App fees required. That's what we talked about this time. So anybody can pinpoint saying, oh, there's an app fee conversation in the whole topic of applications. You following? Okay. Channel. Again, specific to this conversation because as we're talking overall topic, it could be e-mail. It could be phone call. It could have come into the office. What happened this time? So let me put a subject in. I'm going to say inquiry follow-up. There. Channel, phone call. Message content required. Now we're going to go ham and cheese on details. So called student. I'm interested in doing legal studies. Mom was in care of legal. My students have come to. And again, I'm just making this up, obviously. But this is what you're going to do. You're just recording the details of this conversation. I'm a personal fan of be as detailed as possible. Right? Because again, you're going to want to reference these notes. And if someone else is your backup, you're going to want to reference these notes. Okay? Now I'm going to save this case message. At some point. In the future. Alright, this is going to enter. From the internet. Roger Williams, get your internet in order. I think the Wi-Fi went down. Oh joy. Yay. This is fun for tech training. This is the time for a break, right? Okay, let's take a break. Nobody else? Los is like, I am ready to go. Fine. How do we? Fine. Who is this? Apparently nobody. You don't want nobody? Not so fast. Hi. Yeah, no, you're my hotspot anyway. She's sick, she's got a baby. What? Yeah, a baby. Wow. Do you see her? Yeah, I think so. Yeah, I think so. It looks like a baby. Damn. But don't bring it back over here. Are you getting a good traveler shot? Yeah. Thank you. We should at least get you happy. That's why you do something. She's looking at my resume. And a boy with a pizza. She's thinking why did I do this for her already? I didn't even work in this before. Why would I have to do one thing? Like a month. That's where we're going to do this. You don't want a break? I don't want a break. Yeah, we're breaking. I'm sorry. No, I'm good. Right? I'm going to go to the bathroom. Maybe we can start in the router. That's what the S.L.A. is. You know how much it's funny? I was wondering if you were going to go to the bathroom. I'm going to go to the bathroom. I'm going to go to the bathroom. I'm going to go to the bathroom. Yeah, it's right there. I'm going to sit up and be with my wife. What's this? I'm going to go to the bathroom. We can take the car if you want. Why's he whining? I want to see him. You don't understand it. I'm a big murderer or something? The wifi. Do we have someone to call? Yeah. Because it's also, you know, it's kind of weird. You know, it's like a contest. You drop it on the whiteboard. It's really weird. I'll say something. They don't like to smell the taste of it. Well, I mean, I don't care about it. You know, I don't know anything about it. I don't know anything about it. Because I wouldn't be happy if it weren't for you. Oh, right now. Whenever I'm on whiteboard, I have anxiety when I'm on whiteboard. I mean, it's funny. I was just going, I was excited. We'll get some dress on our shoulders. I think we're going to be okay. Hopefully, you can do whatever you want. You know, I'm not bad, obviously, but keeping on working with. I'm trying to accelerate this. It's not my fault. I'm going to break what she just said. And I'm going to have to pay because she's coming up. Can you make sure that I don't break this? I don't know what I'm going to do. I don't know what I'm going to do. I'm going to break this. It's not your fault. I'm going to break what she said. I don't know what I'm going to do. I'm going to break what she just said. I don't know what I'm going to do. I don't know what I'm going to do. Alright, we're back, we're back, we're back, we're back, and promise this is like the last time. Do this. Bring it in, bring it in, bring it in guys. Okay. Back on the case record, I saved my message, it takes me back to the case record. Look what I have up here. Everybody see? Case messages tab. How do I get that tab up there? Could you repeat that for me? Just go to related information and click on case messages. Yeah, what do you expect? Case messages is a smaller branch off of cases. So everyone, if you're in a case record, which you all should be, right? Yes. Related information tab? My record was huge. Remember because everything is connected to our tree trunk. Case messages for that particular case. Not safe though. Mine was back and now it's been weird. But you get the idea. It's very slow. Do something. Help me out. There was hope and now there's no hope. But you get the idea of what that is, right? Case is used for documentation of my individual interactions with students. And it is my call to action to reach out to them. So I think you had the question like the phone calls and all those things. Those are actually just case messages. Document on the contact log. They count as communications. Those will be documented there. In the contact log you will also be able to view the details of those individual interactions. Yay? Yay. So let me tell you this. Case and case messages is the hardest part of this, okay? Every single client, and I've been doing this for four years. I'm on the road 80% of the time. I see a lot of you guys. Universally this is the hardest thing to adapt to. All right? It's a very different way of thinking. And it's a lot of business processes that have to be adjusted in order to make this very successful. All right? Take the time to really think and plan out how you really want to maximize this stuff. You see there's a lot of information that can be housed there. Very valuable. So you got to think about what's realistic for you. Okay? And also that standardization. So Lois said that earlier. Are there ways to standardize? Heck yeah there are. And we definitely want to do that. Now I wish I could show that to you right now. You got Gina. You got Nadaj. And we got Marcus. So you're not going to do that. No. No. It's not her. She didn't do it. There are something that is called case template. So if you're starting a new case and if I can try to pull something up. I will try to do my best. But there's a case template. What this allows you all to do is to standardize those cases. Oh please. Maybe. Maybe. Ah! Case templates. I got lots of them. Right? Standardized things. So if we all talk about like the postcard case. Mail a postcard. This is somebody's follow up. Here's what we need to talk about with them. We have those options. Let me do this one. Five. It says call a person. Create a message with the combo. Bam. Right? The details. Notice how it filled out everything at the top for me automatically. We want to do that. Now one of the case message that's still on you. This is a huge step-saber, right? If we can standardize some of the content topics. Man, that's going to make this so much easier for us to adapt to, right? Can you send them some of the topics so they have something to work with? I sure will. Oh. They got it. He posted photos. Gina got that. Right, Gina? She's like, yeah. Yes, I said yes. There sounded like for the room, unless I'm misreading. It sounded like there's still some general. I know that there was a process question about how we're using cases versus case messages. And maybe I'm not sensing. Does that seem to be kind of nebulous at the moment? People still don't quite understand what we're using them for. People? I don't know. We're good. Because our thought was that when we create, you know, a five-day call, you go in and you make the note. And assuming you connect with the student, you make your note and you close it. That's the end of it. But if you have something like a student calls and says, I'm interested in a certain program or something, you create a case. But then you, say, want to talk to somebody and then assigns it over to, who's doing CWPD? Candice. Okay, so Candice. So then say, want to talk to the student and then says, oh, wait a second. This is a CWPD student. So he makes a case message in that case and then assigns the case over to Candice. Candice then follows up. And closes it. Thank you, Karen. Does that make sense? So every time you touch that student, you need to close that case afterwards. So there won't be a case that has 11 messages in it? Is that what you're saying? It can, but only if that activity needs to continue the message as it's asked would. So if the activity is completed, you close the case. But if it's an open activity where there's multiple people and multiple touch points, you might create, so for example, say one is the only one on a case. So he calls the student and gets a voicemail. Maybe he makes a note in a case message and says, got a voicemail. I need to keep this open and call him again. So then he goes in and creates and calls again, say in two days and puts a note and finally connected with the student. Close the case. And then now we have the initial email that opens the case. There's no other action besides that response email. We should be closing notes. The one that goes out from the data shouldn't stay open. So as soon as it goes out, there's no other correspondence within that case. We should close it. In that initial case, we have to decide how we handle it. In my office, we mail a packet of information. So for us, we assign it to the students. Because in that initial case, you can't get rid of it. It automatically happens. So we assign that to the students and that's their flag to send out the packet and they close it. But over here, maybe it's just a case that goes to Lois who then just acknowledges it was there and then maybe closes that case but then assigns a one day call to one or a zero day call to one. Whatever you guys want to do and then the Dej will build out the plan with Gina and whoever about what these follow-up calls will look like from a scheduled standpoint. That's not to say you don't make calls in the middle, but... And those will be called different cases? They would be different cases. Each interaction will be a different case or activity. Yes ma'am. I just want to backtrack for a second. I just try to do the same thing when you showed me and I missed that one. Okay. So from your contact list, from the training view and I want to go into one of those contacts. So one of those students, right? You said to go ahead and search it? Well, searching is if you know what you're looking for. Like I'm looking for an individual. I'll search up here. On my list, I can just click on their name too. Okay, so you suggested to click on what? Named. First name, last name, full name. Okay. To get to the student's record. And once you get into the student's record, I remember you saying something about to create a case or to go into the case you have to hit the inquiry part of it or... Cases? The cases tab? Or the ID. Case subject or the ID? What did you do into the case? What was that? To go into the... Case. Okay. Mine is still loading as well. Yeah. So from there, if I wanted to go... To cases? Okay, I've got you. All right. I get it now. Here or here? Got it. Sorry. Oh, no, that's fine. So that's what this is for. Thank you. You're welcome. Other questions. Because again, this is probably going to take you guys a few go rounds to really wrap your heads around how really you're going to be using it today. But be thinking about those processes and how you want to use this because it's super powerful. Very exciting. At least on my end. How do you feel about this? Feeling good? Mm-hmm. Okay. One more thing, then we'll take wrap up questions and then I will let you go into the world as beautiful butterflies like you are. Those are tasks. And I like talking about these together because sometimes we need to also create internal to-dos. All right? So cases specifically are student specific. You have to have a student assigned to a case. Tasks, on the other hand, you do not. Tasks are really good for us to create an internal workflow either related to a student record or to something else. So question was, how can you use them? Right? So tasks would be something like if you want to have a form created. I may say, hey, I'm going to create a task. Assign her as the owner. She would then have a task view that says, these are all the things that I need to do today. Tasks are non-student specific. More for internally user to user, I need you to do something. Tasks could also be where rather than assigning a case you could say, let's say I have a question for Jeannie about Andrea who's going to be coming into the PA program. Rather than assigning a case, I could assign a task. Yes. Yes. Life, right? But then you shouldn't assign a task because it won't be part of the record. Case information is reportable. Task information is not. Everything in the system is reportable. Everything in the system is reportable. Let me see if I can get some stuff up here in a second. Give me some. All right, the times. Every data piece is reportable, right? Everything in the system we can build a view on, which means you guys have to kind of make some executive decisions. So if you're asking a question about a student, does that really count as a communication? Not really. You're just saying I need details. I need information. I think in my opinion that may serve you better as a task. Yes. Hey, give me this piece of information or give this to somebody else who can do this job. Really, cases are directly related to the conversation, the interaction with the student. I'm calling them. I'm emailing them. I'm answering questions. That type of relationship, tasks are more so, I need to do something related to this. Can you push their financial aid app through because, you know, super admission? I don't know. You know your stuff. Things like that. Does that make, that difference make sense? Yeah, it does. It would be real great if I could show this to you. So I have a question. Yes. So on the student level, when you're looking at all of the correspondence between, I don't know, all the different areas, like if it's a case message, you can see the task as well. It's listed out there as well. Mm-hmm. Identifies it as task versus case message versus. Yes. Whatever. Yes. Do you have to log in to see when stuff is assigned to you or can you get notifications in your email? No. Go ahead. So when you're in the task, you can have a list as you an email. But I have to use the Outlook plug-in, and the Outlook plug-in actually syncs your task to your Outlook so you don't have to be logged in. So I might have been playing with that for the past week. So any task you assign yourself, you can actually load it to Outlook so you're not logged into the Outlook system. So when else assigns you the task yourself? If you're the owner of the task, because the Outlook plug-in is logged in as you. And so whenever you do the sync, it will sync you. So that's outside of being on the... But it doesn't work with 365. It only works with native Outlook. The actual application planner, do you mean? Outlook, it doesn't work with... Like OWA or Exchange. It has to be the actual Outlook app. It has to be the actual Outlook app on the computer. And those of us that are Mac users. That's true. Yeah, because there's no plug-in. As of now... We're superior, but we're superior. Now, there is... So Candice, there is an option for you to send a notification email when a for-task assignment. And higher level administratively, there is a way to automatically generate tasks and automatically communicate, but that's a bigger conversation we're going to have today. But the admins are aware of that. So if you have ideas about it... If you email notification now, it sends me the email because the task will be preferred. It sends the email right away. The doctors will put that email right away. That's the first one. There's a fair load of saying that those who are learning knew that you should just sign and just log in for now. Because what he's saying right now is totally like that. Yeah, no more dimes. Here's what I want you guys to do. Then we're kind of reaching the end of this. We all have test records in the system, and we have the test records of our colleagues. Right now, your system is a work in progress. Here's what I would love for you to do. Try to break it. They're probably like, Well, I don't say that, but yes, seriously. Here's what you guys... You got to know where the information is, and we now have records so we can play with them. Play with them like they're your real students. Change their information. Create cases. Build the views to find these items. Poke all the holes. Your administrative team has done a really good job of building what they can. Now it's time for you guys to say you need more. Because you're the end users. Right? So ignore what Juan said for just now. You're not quite there yet. But yes, get in here. You all have logins. There are test records that you can play with. Play with them. You don't have access to things you're not supposed to have access to. So don't worry about breaking things on that front. But build and touch and get really familiar with this. It is going to take some time for you to feel really comfortable. And the only way you're going to feel comfortable is going in there and doing stuff. Does that make sense? Provide internet. Yeah, internet connection is required. This is also available on tablets. This is web based. So you don't have to be on a computer. Tablets are okay. I will tell you this. If you're using like an iPad or something. Some of the secondary menus. So those arrows next to things on related information. Those things won't work on tablets. Because it just doesn't have the dynamicness to populate those. So that's everything else you're going to have available. So get in here and play with this. And get really comfortable with the tablet. And see what else needs to be built. You guys can actually work effectively in this system. Tracy, do you have a question? No. Okay, just to make sure. So let's get some feedback from you guys. What are you excited about in this system? What are you kind of nervous about? What are your next steps? What would you like to see happen? I'm a little bit nervous about the way we're working on these cases. I know as an advisor I'm supposed to go back and read and understand the history of the student. Is the task supposed to... Am I supposed to read those tasks as well to let the students know, for example, hey, you're supposed to get transcripts. Or is it assigned to the owner that's going to... I don't know. I guess I'm a little confused because... With the handle? Yeah. So maybe when the process for everyone then we'll all know what we're supposed to do. Yeah, I think right now it's a little up in the air. Right? Because again, we're all moving into this new thing together. But I think that's a really good question to pose to them because that puts that on their radar because it's actually something we really do need to hammer out. So that's awesome. Yeah, Tracy. So an inquiry comes in and Lois does her thing and then she assigns it to me. And so then it will come up in my cases as an inquiry. And I'll do what I do. And maybe I have to make a couple phone calls and a couple emails and then eventually a week later the student applies. Do I close the inquiry case? Lois will be doing that. Lois will close the inquiry. Lois will get the application because right now we're still using the paper. So she'll get the application and once she identifies the student who's already a prospect in the inquiry pool she'll close it. I'll convert it. Convert it. Yes. So let me just have to clarify. There's no inquiry case that just stays open. There are cases as we talked about and then what we're maintaining now that Lois is in the process of updating wherever you're going to try to convert and all that stuff will be a field that's a status field that's attached to the record itself. So that student will always stay as a person as an entity in context. But their status may change from a prospect to now convert it or whatever whatever names you all use for them. And then we can build processes that look at that field and eventually identify like their communication plans or the process or where the information should be now once they're in that status. So those are all things we're supposed to talk about. But just keep in mind that that status field will be the way that we determine where they are in the pipeline essentially. They're not going to be closing a piece of where they are in the home. I'm still, I don't know if I'm the only one but I'm still a little confused by the cases versus case message. I'm sorry, I haven't gotten that yet. That's normal. I think it's one of our issues. We started and Lois had to develop a system because we were working with it so we have to unwind. And what else is getting because this is this is going to be the first rendition. We're trying to unpack it the same thing when you're in like what we've been doing. Yeah. So that's kind of when we're trying to get clarity. Totally understand. This is going to take a little while to unpack. And that's a very normal thing to happen. Because it's so flexible, it's kind of hard to define it in very finite terms. Contacts are people. That's very easy. Cases can be touch points. They can be action items. They can be escalated issues. They can be anything. The idea is document. So just think of cases and case messages as level one documentation versus level two. Level one high, level two detailed. Right? If you start there and then start applying the documentation to certain topics, I think it'll kind of start to fall in line with it. I think once we stay in a nice, like you said in the cases, that will help us. Totally not. Because right now, I'm going to myself, I have to create those. I can pre-populate them. So I have to create them. And we want it to be consistent. Yeah. That's good. That's enough to define someone. Compass is it. That's it. Knowledge tab. If I click in there and say cases, it'll tell me how to do it? Yeah, there are help documentation. It goes cases, case messages, how to create, et cetera. There are also trading videos. They literally go. Everything in Compass. I will say however, though, that's technically how to use the system. We have process users on how we choose to use them. So cases versus case messages, we have to define internally. And that definition may be different here in Providence than it is for my staff. So we just have to determine what that is. So I think there will be some ongoing discussions in the coming weeks. Then we'll have to kind of leave and then we'll build a process around how that works for everybody. I have a question more for Gina. Do we have access to using this for applications? Is there a timeline for the rollout of that? Yes. What's going on right now is that because we're working with IT for IT solutions, we're only focusing at the current moment on getting prospects and applicants up. But your application is going to have to be built before we can put any information into the system for CWPD. Your inquiry has to be built and your application has to be built. And because we don't know what IT solutions are yet to force this information to Polly, we have to understand what you need from this to go into Polly. And right now the data workbook that we're currently working on only through the credits side, correct? So we have a couple things. For instance, we have one that we need to launch at the end of April. Should we just continue to use our old way of doing things? You know, Ross is just asking us a question too. I think that somewhere along the line we need to understand what your launch time is. But Jamie has been putting the focus on the credit side right now, especially with the new emissions process. But that doesn't mean you can't use it. I'm thinking next month probably have to use their old system to understand the needs. Well, maybe you and I and Gina and Jamie or whoever can have a sidebar conversation on that because there may be a short-term solution with the forms of things that we can come up with that would suit your needs. They wouldn't involve the much bigger picture. Could I be happy to help try to accommodate that? Just so you're not stuck in your current process if you want to try to... It just needs to happen. I know you guys have a lot of other pressures but we have to get the application probably up and down in the next couple of weeks and not everyone that applies is going to go into college. Right. Use it in a different way. Can you drop a fake application word even just what fields you need and that kind of stuff and shoot it off and then we can at least assess how big of a project it is and how long it can take and if we can do it. I'm not familiar with your process so it may be very straightforward and it sounds like it would work. We use web forms on the website in the past and it's a lot of manually can't export data from the web forms so it's like copying and pasting. We would just do iterations of an application before we're using terms for our iterations maybe we use a program for an iteration I don't know or maybe we do use a term I'm not quite sure and then we have to identify which one we want to go into college and we don't want to go into college and we have to put holes on the ones that we don't want to go into college because this is going to be a dump of all application information I don't want to say the word data dump but it's going to go into college so we have to tell the system don't pull these applications because the way it's being designed it's going to go into college so I'll send it yeah we'll start there no promises but we'll try anything else so when you did the compass piece no that's fine when you did the compass piece did you show how to navigate in there to define what you need I left that 11 so I don't know what you did for 11 no we didn't navigate the compass any of these menu items will take you directly to that page so like for the knowledge base for example you'll be able to pick the product radius and then you'll type in kind of what you mean so for you made cases and case messages and they'll pull up anything related to those items and I'll tell you this is a document this is you know what I'm saying and those etc and one more thing you have collaborate up there so what do each of those four things mean yeah I mean I know it's I can read I know what they need I totally understand so collaborate allows you to talk to other Hobson's clients that use your stuff and say hey we got new one help me out how are you guys using these things people do what you do every day instead of talking to Hobson's and how do we know when the answer email notifications and you can join groups you can create groups like New England radius users whats up small liberal arts continuing study states asking to and joining those conversations you'll get email notifications when you get replies back okay product suggestions you can see what other clients are saying hey make radius do this you can put in your own you can vote them up and down and get about quarterly developers get feedback like hey guys this is what we're doing this what we're working on versus like now we're good they won't say it like that but sometimes they will knowledge base obviously learning and support cases so when things go awry and you need help you'll be like hey please somebody help you do this or like the system is down is it down for everybody is it us is it you those types of things is this system is that help section is it a good use of support for people who are new yes this is a great onboarding to a lot of clients will direct new users here learn functionality then we will tell you how we use it like Marcus was saying this will teach you to click by click by click here obviously business processes dictate when and why that's your supplement but have them watch the videos you now know how to make a case let me tell you when you're going to do that now great question can you talk a little bit about maybe this is more for in the background the chain of what happened how do you elevate or escalate a question like Lois Lois had a question who does she contact and stuff like that do you want to answer this so related to a particular record or the system itself both problem so internally Gina's the project leave for SCS and then on the overall project lead so I would go with Gina first unless you have somebody in the middle that you want to work with and then if needed she'll involve me and then if we have to take it to the house and certainly do that answer go to your internal resources first there may be things that you're like I don't know what's happening and it may just be you don't have access to it as a user go to your internal resources if they're like oh this is a real issue then they can come to options on your behalf I also think this is the topic up and I've talked to Gina about this either but I think it might make sense for us to have a regular meeting whether it be monthly for the next six months or a year or longer that just I come up here at the touch point to help you all and maybe there's collective issues and great storming and process we can always talk about that might make sense to get us all together when do you say you come up here what do you mean are you not informed for no alright thank you all you were quite good thank you all so much good luck in radius remember to poke all rules