Student Enquiry System USER GUIDE

Transcription

1 Your global partner forstudent recruitment in higher education since 2002 STUDENT ENQUIRY SYSTEM User Guide Student Enquiry System USER GUIDE

2 First Time Usage Introduction The Student Enquiry System (SES) will save you time answering student enquiries initiated at one of Keystone s websites. In order to keep the quality of feedback high, SES has a built-in support for templates and autoattachments. In addition, Keystone will automatically manage a reminder system for you. We send reminders to students who have not answered your correspondence in order to maximize the best possible response rate. Keeping in mind that most students will have contacted 4 to 5 different schools, speed and quality from your side is vital towards your enrollment success rate. To use the system effectively,it is important to make yourself one or more templates that give you a quick start when you reply to student enquiries. In addition, you can upload attachments you often use. If you have not yet logged into the Administration Centre, please go to and log in with the user name and password that you received from Keystone. Then click Student Enquiry System in the left menu. The amount of time this system will save your admissions team is substantial. It will take you 30 minutes or so to set up the system and then you are ready to go! When the system is set up you can answer student enquiries in just 1 click whilst delivering all the key information you need. Figure 1: The Student Enquiry System start page. 2 3

3 First Time Usage First Time Usage Create and Edit Enquiry Templates If you don t have any typical answers or blocks of text that you use to respond to your potential students, you may skip this section. From the Student Enquiry System start page, click on the Manage Your Reply Templates dropdown menu, then choose Edit Reply Templates. From there, click Create new template. Give the template an internal name, so you can easily distinguish between them. You may then select which programs should use this template as a default starting point. Take your time making a great template. In order to insert links, select the part of the text you want to be clickable, and then click the chain icon. If you would like to personalize the to show the students name, you can do so by entering: For the first name only: $firstname$, For first name and surname: $firstname$ $lastname$, When ready, click Save template. If you need more than one template, please repeat the steps above until you have a completecollection of templates. Figure 2: Example of template. 4 5

4 First Time Usage First Time Usage First Time Usage First Time Usage Upload Attachments If you don t have any PDFs/documents that you often send to your potential students,you may skip this section. File Upload From the Student Enquiry System start page, click on the Manage Your Reply Templates dropdown menu, then choose Upload Attachments. In the File title box, type the file name you want the student to see, for example Master Program Content and Structure. Continue by clicking the Attach a file button and locate the file on your computer. Then click Upload. Repeat these steps until you have uploaded all your attachments to the system. Auto-Selection of Attachments When answering an enquiry, you can have the system automatically select the appropriate attachment based on the program that the student requested. To do this, click Auto attach to the right of the attachment you want to auto- select. In addition to all your programs, you will see the option All - Attach for all programs, which might be useful if you want to provide potential students with general information about your school. Select the programs and click Save. Repeat these steps to set up all the necessary attachments that you wish to be automatically selected. Figure 3: Overview of attachments. Notice the Auto attach link for each attachment. Figure 4: Auto-select attachments to specific programs. 6 7

5 s Ys TeM Us AGe System Usage s Ys TeM Us AGe System Usage The system is easy to use. We would like to highlight some of the functionality regarding statuses and template selection while answering enquiries. Enquiry Status The status of an enquiry can be at three different stages. The three stages are New, On-going and Finished. New: The potential student has sent you an initial enquiry, and you have not yet responded. On-going: The potential student has responded to your previous answer or has made a new request for additional information. Finished: You have responded to the student. Answering A Potential Student There are two paths to the page where the enquiry is shown; either click the link in the from Keystone, or click the enquiry row/subject from the SES front page. When looking at an enquiry, you have three options: Reply to student, Reject this enquiry and Back to Inbox. Press the appropriate button. If you click Reject this enquiry, you are redirected back to the front page and the status of the enquiry is set to Finished. This is for your internal use, no message will be sent to the student. The SES front page shows the enquiries grouped by statuses, which makes it easy to quickly follow up with New and On-going enquiries. Figure 5:New, On-going and Finished enquiries. Figure 6:Respond to a new enquiry. Choose between Reply or Reject. 8 9

6 System s Ys TeM Usage Us AGe System s Ys TeM Usage Us AGe If you click Reply, the browser scrolls further down the page where you can enter your response. If you have a template forthe specified program, it s shown by default. You can also pick another template from the dropdown box above the toolbar. Below the reply field you can attach files from your computer or select attachments from the previously uploaded files. If you have auto-attachments for the current program, these are selected by default and can be ticked on or off depending on your needs. When you click Send Message, the message is sent to the potential student and the status is set to Finished. If the user responds, the status is set to On-going and you receivean notification. Figure 7: Reply to a potential student based on template and standard attachments

7 System Usage Questions or Queries If you call a student, you can record that you have done so first by opening the enquiry. Under the box that contains the student s information, you will see Call the student with the student s telephone number. Tick the box and it will be marked as Called under Finished Enquiries. If you have questions regarding the system, please do not hesitate to contact us at: support@keystoneacademic.comor by phone at Figure 8: Marking that you have called a student

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