Non Course- Related Scenarios
Below you will find escalation information regarding non course-related scenarios. These scenarios involve things outside of Canvas.
Client contacts you directly(via email, teams, etc.) asking for help
OR Helping the client is going to take longer than the scheduled meeting
OR Client would like to continue meeting with a specific ID at the ID Clinic
OR Client continues to message you over the Teams chat from your appointment
after the appointment as ended
Questions to Ask the Client:
- Have you worked with the ID Clinic before?
- Have you worked with an Instructional Designer before?
- Have you ever used Bookings before?
- Do you know where/how to find our website?
- How did you hear about us?
You have not worked with this client before AND/OR the client has never been to the ID Clinic before
Explain how the ID Clinic operates and direct the client to Bookings to make their own appointment.
You have worked with this client previously in some capacity AND/OR the client has worked with the ID Clinic before
If you would like to continue to work with this client
You are free to do so (until otherwise stated by Renee).
Go through Bookings and book an appointment for client and yourself at a later date OR direct the client to Bookings where they can make their own appointment. Reassign yourself as their assigned ID once their appointment is made.
If the client is requesting to work with a specific ID that they have worked with previously – You can reach out to that person and ask if they would like to continue working with this particular client.
If the previous ID that worked with this client is willing to continue working with the client, have them reach out to the client directly (email/Teams) to begin the process of helping them
NOTE: make sure a Teams Link has been generated when making a booking for a client. Check the Outlook Calendar. If there is no link generated, you will need to manually create one and send it to the client.
If you (or the client’s previous ID) are unable or unwilling to work with/continue working with this client
Redirect the client to Bookings link and advise them to make a new booking through the provided link.
Inform the client that when working with the ID Clinic, you may not always get booked with the same ID every time.
Helpful Documents:
- Quick Reference Guide
- NOTE: You can have a Status Message set up in Teams, so that clients will know when/why you are busy and how to make a Booking with us.
Specific Examples:
- A faculty member messages you directly after seeing you during a ProS handoff and asks for help on their course.
- A faculty member hears about you from their colleague that previously worked with you, and reaches out to you via email asking for help on their course.
- You are one of the shared IDs, and you completed a course design with a faculty member who wants to keep working with you.
- You are helping a client with a task and it simply takes longer than the scheduled meeting time
- You are helping a client with a task and rather than make an appointment with a new ID for next time (meaning the client may need to re-explain themselves, taking up time) – they want to make an appointment with you in the future.
- The day after your meeting with a client, rather than send the ID Clinic an email with a question, they find your meeting chat on teams and send you a direct message asking for help.
Client is asking for help with an OCAP or ProS course.
Questions to Ask the Client:
- Is this course completed?
- Do you have an assigned ID?
- What type of changes are you looking to make to the course?
- What External Tools are used in the course, if any?
- Who built this material originally?
The ProS/OCAP course is an active design project with an assigned ID and the client is coming to us during normal hours for something their assigned ID should be helping them with
Refer them to their assigned ID.
Explain that we are able to help them after work hours and on weekends, but their assigned ID should be their main go-to person for support as long as the design project is active.
The ProS/OCAP course is an active design project with an assigned ID, but the client is coming to us after work hours or on the weekend
AS LONG AS THE ISSUE IS SMALL – we can give them the support that they need. If they need extended help or help with an external tool – they need to be transferred to the appropriate team OR they can wait for direct support from their assigned ID during normal work hours.
Explain that their assigned ID should be their main go-to person for support as long as the design project is active.
The OCAP course is completed and the client is coming back for personalized changes to the course
We can help them by showing them how to make the desired changes to their course.
The client is doing the majority of the course build, and we are there to give them the tools and support they need to accomplish their goals.
You may meet with the client multiple times in order to complete tasks for their course.
The ProS course has been completed and the client is coming back for personalized changes to the course
Top Priority – White Glove Service
We will help the client with whatever they need. We will be completing tasks for them as well as showing them how to complete the tasks themselves.
Changes to ProS courses need to be documented in detail within ServiceNow to see if those changes should be made to the archetype later on.
Time tracking is important for ProS.
You can edit the Time Spent field in an Incident in ServiceNow to reflect the accurate amount of time you spent with the client, researching their needs, and following up.
Add a “TAG – ProS” to your incident if it is not already added.
Helpful Documents:
- ProS Help –
- OCAP Help –
- External Tools Help –
- General Help –
Specific Examples:
- ????????????????
A Client reaches out via email/Teams and requires immediate assistance from an ID
Questions to Ask the Client:
- Have you worked with an ID in the ID Clinic before? If yes, who?
- Look at the client’s Canvas course to determine whether their problem is an IT issue or something we can help with.
- Is this a ProS course?
- Does the issue involve an External Tool not working as expected?
- Have we helped the client with this exact issue before?
If this is truly an IT issue that requires immediate support
Direct the client to the IT Help Desk for Immediate Support with their issue.
We are currently not an immediate support center.
The client’s issue is not actually urgent, and the ID Clinic can help with their issue
Assure the client that we will help them as soon as we have an available Booking time.
Redirect the client to the Bookings link and advise them to make a new booking in the near future
You (or someone on the team) has worked with this client before
If you would like to assist or continue to work with this client
You can meet “immediately” with this client if you or a colleague has a relationship with them, but you are not OBLIGATED to.
If someone else on the team has worked with this client before, you can reach out to that person and ask if they would like to continue working with this particular client.
If the previous ID that worked with this client is willing to immediately assist, have them reach out to the client directly (email/Teams) to begin the process of helping them.
If you (or the client’s previous ID) are unable or unwilling to assist with/continue working with this client
Redirect the client to the Bookings link and advise them to make a new booking through the provided link.
Inform the client that when working with the ID Clinic, you may not always get booked with the same ID every time.
Feedback/Errata