Take Action on Alerts (Support Staff)

Act on an Alert

Edit an Alert record to keep its Priority, Status and other fields up-to-date. Some Alert records include a handy path at the top of the page. The path provides a simple way to move the Alert through its statuses until it's resolved.

1. Open an Alert from an Alert list view or from a student record.

2. If the Alert has a path, you can:

   • Change the Alert's status by clicking a new status in the path and then clicking Mark as Current Status.
   • Expand the path by clicking the arrow on the left, then click Edit to change the Student Contact, Priority, Status, or Reason. Save your change.

3. Change details about the Alert by doing any of the following.

   • Click Edit in the highlights bar, change any fields, and save your changes.

   • Click the pencil icon for any field in the detail panel, change the value, and save your change.

Mass Update Alert Statuses

To help you keep Alert statuses current, your Student Success Hub administrator may have enabled these options that let you update the statuses of multiple Alerts at once.

Create a Case from an Alert

If the concern being tracked in an Alert calls for escalation, you can create a Case directly from the student's Alert record.

1. Access the Alert record for the student.

2. Click in the Case field and select New Case.

3. Select the appropriate record type and click Next.

4. Enter the Case details.

5. Save your changes to the Case record and then save your changes to the Alert record.

The newly created Case is associated with the Alert that prompted the escalation.

Create Cases from Multiple Alerts with a Mass Action

When you want to escalate many Alerts in the same way, save time by creating Cases from multiple Alerts. You can create multiple Cases from multiple Alerts for multiple students from an Alerts list view. Or you can create multiple Cases from multiple Alerts for one student from a student record Case page.

Either way, you create one Case for each selected Alert. You can select Alerts of different record types, but the Cases that you create are all of the same record type.

1. On an Alerts list view page or on the Alerts tab of a student record Case, select the checkboxes for one or more Alerts. You can select up to 50.

2. Click Create Case.

3. Select a record type and then click Next.

   You can only choose from record types that your Student Success Hub admin makes available to you, and you can't select the Student Record type. Ask your admin if you need access to a record type that's not listed.

   If you only have permission for one Case record type, Student Success Hub selects it automatically and takes you directly to the form where you can fill out other Case details.

4. Complete these fields.

   Priority

   The Priority options such as Low, Medium, and High depend on the selected record type.

   Case Owner

   By default, you're selected as the Case Owner because you're creating the Cases. But you can search for and select either a different support staff user or a queue that's associated with the Case object.

   Type

   Select the type of Case that you're creating, such as Problem or Question. The options depend on the selected record type. By default, this field is empty or a value associated with the selected record type.

   Case Reason

   Select the reason that you're creating the Cases. By default, no reason is selected unless there's a default value associated with the selected record type.

   Status

   Select a status for the Cases. By default, no status is selected unless there's a default value associated with the selected record type.

   Subject

   Enter a subject that applies to all of the Cases that you're creating.

   Description

   Enter a description that applies to all of the Cases that you're creating.

   Case Origin

   By default, the origin is blank or a value associated with the record type that you selected.

5. Save your changes.

If Student Success Hub encounters a problem creating any of the Cases, it displays an error message and no Cases are created.

To see your new Case records:

• Select Cases from the app navigation menu and then an appropriate list view, or

• On the student record Case page, click the Related Cases tab. If you don't see Related Cases, click More first.

Create Success Plans from Multiple Alerts with a Mass Action

When you want to address multiple Alerts by using the same Success Plan Template, Student Success Hub gives you two options. You can create Success Plans from multiple Alerts for multiple students from an Alerts list view. This method creates one Success Plan for each student with an Alert. You can create one Success Plan for one student from multiple Alerts from a student record Case page.

1. On an Alerts list view page or on the Alerts tab of a student record Case, select the checkboxes for one or more Alerts. You can select up to 50.

2. Click Apply Success Plan.

3. Confirm or change the students in the Apply To field.

   If you started from an Alerts list view and a student was assigned to more than one of the Alerts that you selected, their name appears one time, and Student Success Hub creates only one Success Plan for them.

   The option to apply an existing Success Plan Template is selected. If you started from an Alerts list view, you can't create a Success Plan from scratch.

4. Click Next.

5. Search for and select a template. You can filter search results to view templates owned by you or for a specific record type.

6. Click Apply.

If Student Success Hub encounters a problem creating any of the Success Plans, it displays an error message and no Success Plans are created.

To see your new Success Plan records:

• Select Success Plans from the app navigation menu and then an appropriate list view, or

• On the student record Case page, click the Success Plans tab and look in the Open Success Plans related list. If you don't see Success Plans, click More first.

After the template is applied, you can customize the tasks for each Success Plan and assign the tasks to the appropriate individuals.