CRM Module 2

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What is UAT?

For this training we are working in a “sandbox” which is a clone of production.

This is real student data and data confidentiality applies.

Audience

This Module is designed for all CRM Users who will be utilizing the Recruitment Functionality of the CRM

Agenda

• Inquiries
• Event Registrations
• Activities
• Private Events

The Funnel and How It Affects the CRM

These stages are exclusive in the CRM! 1 stage per RLC

Duplicates

Matching is on four items

First name, Last Name, DOB, Email Address

If the four items match, the contact will be updated. If it doesn’t match, another record will be created.

Duplicate review and resolution is handled by Kent UG for all admitting units.

Inquiry Form(s)

External Form – from your campus website

Internal Form – available in the CRM

Prior to Creating a New Inquiry – Search for Student Contact Record!!

Source Codes!

• Required for all inquiries

• There are over 60 to choose from

• There is a list of commonly used source codes available in the knowledge base.

https://docs.google.com/a/kent.edu/spreadsheets/d/1QNXjZioa2meQJ9qKyt52Wfo7g3xH42NWVl9NhQWzAlo/edit?usp=sharing

Inquiry Form

External form that students

complete from your website

Internal Inquiry Form Details

Can Select New Inquiry from the Inquiries Tab When in the Recruitment Manager App

Internal Inquiry Form Details

When in the Drop Down Choose the Appropriate Admitting Unit

Internal Inquiry Form Details

When inputting the inquiry there is the student information, inquiry information and regional campus information

Internal Inquiry Form Details

When inputting the inquiry there is the student information, inquiry information and regional campus information

Internal Inquiry Form Details

When inputting the inquiry there is the student information, inquiry information and regional campus information

Contact Owners

• Each admitting unit has pre-determined how contact owners are assigned
• The process for assigning is automated
• The contact owner is on the RLC

Key Fields on the Contact Record

• Address Information
• Academic Information
• Biographic Information
• Account History – Required for All Contact Records
• Activity History
• Banner Applications
• Event History
• Inquiries
• Notes & Attachments
• Open Activities
• Recruitment Lifecycles

Key Fields on the RLC

Most activity lives on the corresponding RLC

• Recruitment Lifecycle Detail
• Name, Contact Owner, Source Code, Admitting Unit, Student Type, Term, Stage
• Contact Information
• Address, Email, Phone Number
• Biographical Information
• Kent State ID, DOB, Gender, Ethnicity

Key Fields on the RLC

Academic Information

• School/School Code, Self Reported Grad Year, Program of Interest 1 & 2, Highest Composite ACT, Highest Total SAT, Self Reported HS GPA, Self Reported College GPA

Recruitment Information

• Counselor Top Prospect, Counselor Rating, Campus Visit, Group Visit Date

Housing Steps

• Housing Application, Parental Permission, Commuter Exemption

Initial/Current Prospect Information

• Initial/Current Prospect, Initial/Current Prospect Source, Initial/Current Prospect Program, Initial/Current Prospect Program Date

Key Fields on the RLC

Current Inquiry Information

• Current Inquiry, Current Inquiry Source, Current Inquiry Level, Current Inquiry Date, Current Inquiry Student Type, Current Inquiry Program

Banner Application Information

Open Activities

Activity History

Inquiries

Event History

Banner Applications

Notes & Attachments

Recruitment Lifecycle History

Event Registration Purpose and Relation to RLC

Event registrations are tied to the Contact Record.

A registrant who is not in the CRM becomes a new Contact Record with their event registration (this is a type of inquiry).

A Recruitment Lifecycle is also created with a NEW contact through event registration. The event registration is the original source code.

Organization Calendar

Internal searchable calendar

List on/off campus events for the university

Searching for an Event

Filtering is utilized

There are four areas for filtering: Event Owner, Event Type, Event Category and Event Classification

How to Register Someone for an Event

If the Contact isn’t in the CRM use the external event registration form either on your website or in the event details on the calendar.

If registering an attendee internally and there is a max attendee limit the max limit will be overridden by the internal registration with no warning!

If the contact is in the CRM then register the contact through the Contact Record’s corresponding RLC.

Make sure you are in the Recruitment Manager App

Go to the Contact Record – Choose the Corresponding RLC

Choose Event History

New Event Registration

How to Register Someone for an Event

Verify Student Information

How to Register Someone for an Event

Verify Event Information

Resending Email Confirmations for Events

Go to the Event on the Organization Calendar and Click on the Event and Scroll to the Bottom to Event Attendees

Resending Email Confirmations for Events

Click on the envelope and it will resend the email

Attendee Cancellation of Event Registration

• Go the Event Calendar
• Select the Event
• Scroll to the Attendees at the Bottom of the Event Form
• Select Canceled

Activities: Purpose & Relation to the RLC

 Activities are communications and actions associated with a Contact Record’s RLC

Ex :) Cindy calls into your office (she is not a new inquiry). She would like you to send her a flyer on Nursing. You go to Cindy’s Contact Record and click on RLC and then choose the corresponding RLC. You would then choose Log an Interaction and fill in the details

Activities: Detail for Logging an Interaction on the RLC

Organization Calendar

Internal searchable calendar

List on/off campus events for the university

Activities: Purpose & Relation to the RLC

What is the Difference Between an Initial Inquiry vs Activity on a Contact Record?

If the contact is in the CRM then the activity must be logged on the corresponding RLC in the Activities tab

If a caller/emailer/contact is not in the system then the activity is logged through the inquiry form and source code (ex: Someone calls in who isn’t in the CRM then the source code is phone call). This creates this Contact Record and RLC!

Log an Interaction

Log an interaction is the recording and tracking of an interaction.

Student contacts should all be logged onto the corresponding RLC when appropriate.

If a caller/emailer/contact is not in the system then the activity is logged through the inquiry form

Notes

Notes are utilized for additional information about the Contact Record tied to the corresponding RLC. They are not reportable but should be worded professionally! It is a public record!

Notes

Ex:) Cindy loves art and is interested in student clubs

One Time Emails

Ex :) You ran into Cindy at the mall. She wants you to email her application information. You go to Cindy’s Contact Record and click on RLC and then choose the corresponding RLC. Email from the RLC.

**If you want your communication to be on the Contact Record you must use the CRM!!!**

One Time Emails

Tasks

Items to be completed for an individual contact record

Assigning a Task

Ex:) Deb at Stark wants Will C. to call Cindy to see if she has questions about the Nursing info sent to her.

Tasks

Click “New Task” button from Open Activities on the RLC.

Enter Subject

Enter Due Date

Add Comments

Scroll to Activity and Click on Create New.

Completing a Task

The call must also be logged on the RLC as with other activities

Recruitment Travel Events

• High School Visits
• College Fairs

• Contact records can be associated with these events. For example: Cindy met Admissions Counselor, Aaron, at the Northeast Suburban College Fair in October 2017. She is interested in Fall 2018 and both the Kent and Ashtabula admitting units.

Creating a Travel Event

Ex :) High School Visit, College Fairs **These are not public events**

1. Go to event calendar and click on your event date

2. Click on New Event

Creating a Travel Event

Creating a Travel Event

Ex :) High School Visit, College Fairs

Do Not Check Public! This is a Private Event!

Questions?