1. Advancing Your Advising Using Innovative Technology
Presented by:
Alicia Santanella
Alaina Bouchard

2. The American Women’s College at Bay Path University
Bay Path University is a private liberal arts university in Longmeadow, MA
All women’s undergraduate programs
Co-educational graduate programs
The American Women’s College (TAWC) was established in 2013
One Day College on Saturdays and Online accelerated degree programs (Associates, Bachelors, and Certificates)
Non-traditional, female adult learners
6 week sessions with 6 different entry points for admitted students
Estimated 1400 TAWC students
More than 80% taking online courses

3. Who’s in the audience?
Determine what departments audience members are from.

4. Evolution of the CRM - Salesforce
2013 – Jenzabar Recruitment Manager platform created for Admissions
2015 – Sierra-Cedar creates Advising application within Salesforce
2017 – Salesforce access rolled out to Registrar’s Office, Student Financial Services, and Career Development
TAWC’s history with Salesforce

5. Life Cycle of a Student Record - Inquiry
-Snapshot of a student record in Salesforce when a prospective student inquires.
-Highlighted areas include when a student expects to start, comments provided by the student in the description, their major of choice and where they would like to take classes, and what medium they heard about us from.

6. Life Cycle of a Student Record - Application
-Snapshot of a student’s record in Salesforce when they apply
-Highlighted areas include what session they are applying for, Status field which helps the Admissions team track the student’s progress through the funnel, and degree information.
-Activity History tracks any communication the admissions counselor has had with the student
-Enrollment History tracks previous enrollments, admissions counselors can keep track of when transcripts are received and their prior GPA
-Salesforce information syncs with our SIS, Jenzabar – syncing fields include Stage, Start Term and Year, Enrollment Status, Session Start, Student Type, Division, Campus and Degree information, and the Enrollment History

7. Life Cycle of a Student Record - Accept
-Snapshot of a student’s record in Salesforce once they are accepted
-Highlighted areas include session start information, the Status field, and credit information – including number of transfer credits they are transferring in, number of credits they would like to enroll in, and the number of classes they would like to take each session (1 or 2 per session)
-Upon Acceptance, the admissions counselor can click a button in Salesforce that sends a document to the student for electronic signature indicating their intent to enroll with the university

8. Life Cycle of a Student Record - Deposit
-Snapshot of a student’s record in Salesforce once they have Deposited
-Highlighted areas include session start information, status (Defer is important for tracking when students defer from session to session), credits, and their orientation attendance

9. Life Cycle of a Student Record - Enrolled
-Snapshot of a student’s record once they Enroll and they are passed over from admissions to advising
-Highlighted areas include Exit Date & Reason (these fields are Read Only and are populated from the Registrar’s coding in Jenzabar)
-Also, when box is checked for computer challenge exam seeking, an is automatically sent to the student to register for the exam. Once the student fills out the form the register, the information for the exam type and date of exam are automatically populated.

10. Understanding The Case Rules Picklist Map
The Case Rules Picklist Map is a document the advising team uses to ensure data integrity and that all advisors are logging interventions consistently in Salesforce

11. -Interventions are logged in Salesforce as “Cases”
-Interventions are logged in Salesforce as “Cases”. These charts are examples of how specific interventions are tracked and recorded in Salesforce.

12. Example of a Case Using the Picklist
This is an example of a Case in Salesforce. It holds all relevant information for the advising team regarding the intervention with the student. Case Reason and Case Reason Detail picklist options are dependent on the field above them. For example, if an advisor chooses a specific Case Type, only the Case Reasons relating to that Type will be available for them to select. This ensures data integrity.

13. Communications Sent from Salesforce
Welcome
Academic Warning
-We have created templates in Salesforce that can be sent right from the student’s record.
-When templates are sent they are personalized with the student’s name and also the sender’s contact information
-All templates look like they are coming directly from the sender
-Templates ensure consistent messaging across departments

14. Student Record Automation
-Salesforce can automate the sending of templates
-In this example, the Challenge Exam Seeking box sends out the computer challenge exam template regarding registration information

15. Automation of Case Communication
-Advisors were logging cases and then also having to send out templates. We found a way to automate this process so that when advisors log certain cases that require follow up communication, Salesforce sends out the appropriate
-Advisors must log the cases accurately by the workflow trigger rules in order for the communication to be sent out (this is where the picklist map comes in handy)

16. Personalized with Contact Name from student record
Case creator’s information in the signature block
Example of a communication sent out by the logging of a case

17. Case Creation Automation
Excel spreadsheet with specific intervention and case information for multiple students (Case Type, Reason, Detail, etc.)
Spreadsheet input into DemandTools
Closed cases are mass uploaded into Salesforce
We now also have the ability to mass create cases. The advising team will give IT a list of students who they have reached out to that need a case created for them. Instead of having the advisor go into each and every student record and create a case, we use a program called DemandTools which can make create, delete, and update records in Salesforce. With an excel sheet we can mass create cases for all of the students on the list.

18. Coming down the pipeline…
Enrollment Status Form
Orientation Questionnaire
Transition to Salesforce Lightning
Reports & Dashboards
Future projects:
-Create the Enrollment Status Form in FormAssembly in Salesforce to better track students as they defer
-Create the orientation questionnaire in FormAssembly as well to trigger a completed case with the form responses in the student’s record when they fill it out
-Transition from Salesforce Classic to Lightning (Advisors as the pilot group)
-Once transitioned to Lightning, create interactive reports and dashboards

19. Audience Participation
Questions from the crowd.

20. Evaluate this session one of two ways…
How did we do?
Evaluate this session one of two ways…
In the online agenda, click on the “Evaluate Session” link
From the mobile app, find this session on the schedule -> click the associated resources -> the evaluation will pop up in the list
Evaluation information

21. THANK YOU!!! Alicia Santanella 413-556-1188 | asantanella@baypath.edu
Enrollment Systems & Data Management Coordinator |
Alaina Bouchard
Assistant Director of Advising |