SOP: Requested Call on CF: Urgent! Need Help with eLearning Course

1. If the answer to question #1 on the form is "NO", skip to Section 2. 
    
2. If the answer to question #1 on the form is "YES", go to next step. 
    
3. If you are Kaye, Leah, Nia & Jules is working, send this message to Consultants K,L,J group: Urgent! @Jules Karen asked for you to please call immediately. Please don't do any research, just follow the steps on the internal note. If you are available to call, give a thumbs up. If not, give a thumbs down and say when you can call (link to ticket) 
4. Add internal note: Jules, follow the steps here: SOP: Requested Call Need Help
    
5. If you are Jules,  please call cm immediately. Please don't do any research, just follow the steps below. 
    
6. Say, "This  is DIVE into Math & Science, may I speak with ___? After they reply, say, I'm calling about the message your sent requesting help with your Shormann Math course. 
    
7. Listen to issue then place on hold. 
    
8. If this is a login or tech issue, start with #1 here: SOP CF I Need Help Using an eLearning Course
   
    
9. If NOT login or tech, go to next step. 
    
10. Open two windows, one with the SOP and one with the ticket. 
     
11. Select Public Reply and insert macro: Requested Call Need Help with eLearning Course
     
12. Select the KB icon and search the KB for the Issue they selected on the second question of the form. (if the issue they explained is different than the one on the form or there is no issue selected on the form, find the issue here:   I need help with an assignment 
     
13. Click Call Karen to confirm you have the correct KB
     
14. Insert the link to the kB into the macro where instructed (see red text in macro)
     
15. Submit as Open.
     
16. Open the KB so you are ready to discuss it if needed. 
     
17. Take off hold and say: I have sent an email with a solution.  Can you check and see if you have received it? 
     
18. Have CM open the email and select the 1st link. Say: This article has detailed information concerning your issue. May I place you on a brief hold? 
     
19. Then take off hold and say: Does that resolve your issue? 
     
20. If they say no, or need more help, place on hold and cliq Call Karen. If she is not available, cliq call the Consultants KLJN group and ask Lana/Julie/Karen if you can transfer the call.
     

21. If not, say: I'm so sorry but I don't have any math specialists available right now, but someone can call you at __ Central Time.  

    
    
    SECTION II - NOT an Urgent Issue Preventing Student from Completing Assignments

Jules or Kaye, follow the steps below to call Immediately, even if you don't know the answer!
 

1. Say, "This  is DIVE into Math & Science, may I speak with ___? After they reply, say, I'm calling about the message your sent requesting help with your Shormann Math course. 
    
2. Listen to issue then place on hold. 
    
3. If this is a login issue, tech issue, see tech/login here: start with #1 here: SOP CF I Need Help Using an eLearning Course
    
4. Select Public Reply and insert macro: URGENT! Need Help with eLearning Course
    
5. Select the KB icon and search the KB for the Issue they selected on the second question of the form. (if the issue they explained is different than the one on the form or there is no issue selected on the form, place on hold and call Karen)
    
6.  Insert the link into the macro where instructed (see red text in macro)
    
7. Submit as Open.
    
8. Open the KB so you are ready to discuss it if needed. 
    
9. Take off hold and say: I have sent an email with a solution.  Can you check and see if you have received it? 
    
10. Have CM open the email and select the 1st link. Say: This article has detailed information concerning your issue. May I place you on a brief hold? 
     
11. Click Call Karen/Lana to confirm you have the correct KB. 
     
12. Remove from hold and say, Were you able to find it? Would you like me to walk you through it? 
13. If they say no, end call. Mark as solved. 
14. If they want help, walk them through it.  
     

15. If that doesn't resolve their issue or need more help, If this is this an urgent issue that is preventing your student from doing an assignment, I can try to find a consultant who can help you.  

    YES: Place on hold and cliq call Consultants KLJN group and ask Lana/Julie/Karen if you can transfer the call.
    
    No:  I'm so sorry, we don't have a consultant available to help you but you can use the link on the email to schedule an appt. 

STOP HERE 

Find the issue here:  Webpage for I need help using eLearning course
 

1. If you're not sure or can't find it, call Karen and transfer to her.
    
2. Remove from hold and say  diveintomath.com/help (you should walk them to this page by opening it, too).
    
3. Show them the link for their issue and have them open it (you open it, too).
    
4. Walk them through the article and make sure they understand it. 
    
5. Then say, "Try that, then if you still need help, call us back".

This is the original text we added after Nia had a really good call but it wasn't really an urgent need help with eL course but I saved it to use on a non urgent issue. 

1. While CM on hold, open Public Reply and insert macro: URGENT! Need Help with eLearning Course
2. Open the 1st link in the email you sent, so you are ready to discuss it if needed. 
3. Take off hold and say: I'm so sorry but we do not have a consultant available right now. However I have sent you an article with some information and a link to schedule an appointment with a consultant. Can you check and see if you have received it?
4. Have CM open the email and select the 1st link. Say: This article has detailed information concerning your issue. If you have any other questions or would like to speak with a consultant, 
5. Say:  If they ask any other questions, say: I'm so sorry but I'm not sure but a consultant will be able to help you with that.
   Show them the link to schedule the appointment
6. Say