EA | Student Scenarios

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EA | Student Scenarios by Mind Map: EA | Student Scenarios

1. Role Play Profiles

2. Interactions Workflow

2.1. 1st Enrollment Call

2.1.1. Inbound

2.1.1.1. Conduct 1st Enrollment Call

2.1.1.1.1. No application, no financial documents, and schedule appointment

2.1.1.1.2. Application completed, no financial documents, and schedule appointment

2.1.1.1.3. Application completed, FAFSA completed, and schedule appointment

2.1.1.2. Schedule Appointment

2.1.2. Outbound

2.1.2.1. Conduct 1st Enrollment Call

2.1.2.1.1. No application, no financial documents, and schedule appointment

2.1.2.1.2. Application completed, no financial documents, and schedule appointment

2.1.2.1.3. Application completed, FAFSA completed, and schedule appointment

2.1.2.2. DNC

2.1.2.3. Schedule Appointment

2.1.2.4. Add other dispositions from Five9

2.2. 2nd Enrollment Call

2.2.1. Complete Application, Complete FAFSA, and Schedule Appointment

2.2.2. Complete Application, No FAFSA, and Schedule Appointment

2.3. 3rd Enrollment Call

2.3.1. Complete EC Introduction

3. Resources Roadmap

3.1. "I'm currently working with a student. I need to help them take the next step. What should I know before I call?"

3.1.1. 1. Prospecting

3.1.2. 2. Applying

3.1.3. 3. Enrolling

3.1.4. 4. Starting

3.1.5. 5. Completing

3.1.6. 6. Reapplying

3.2. "I want to know a Zovio or department policy for team members."

3.2.1. Workforce Management

3.2.2. Employee Benefits

3.2.3. Lead Policy

3.2.4. FERPA

3.2.5. DNC

3.3. "I want to some training to help improve my skillset!"

3.3.1. Call Library

3.3.2. Articles

3.3.3. Videos

3.3.4. Podcasts

3.4. "I need some technical assistance."

3.4.1. Five9

3.4.2. Salesforce

3.4.3. Workday

3.4.4. Jira Tickets

3.5. "I'm working with a specific population of student. What is different about the conversation and/or the process?"

3.5.1. Dependent Student

3.5.2. SSO Student

3.5.3. Transfer Student

3.5.4. Military Student

3.6. "I'm a new hire where do I go for documents during training?