Table of Contents

How Do I Work Onboarding Cases?

General Notes

  • Once the Account Executive marks an opportunity as "PO in Hand", processing will mark the opportunity as closed won.
  • An onboarding case is assigned to an Onboarding Specialist immediately by DaCota Cole or an appointed team member. No handoff email is needed from the Account Executive to the customer.
  • The Onboarding Specialist will send the welcome email to all contacts labeled with the  Implementation role and cc the Account Executive. The Onboarding Specialist will check the account record for all implementation contacts.
  • If an Account Executive has a question about the status of a school assigned to an Onboarding Specialist, the AE will email the assigned Onboarding Specialist.

Onboarding Specialist process

  1. In the Onboarding Cases listview, click on the Case Number to open the case record.
Click the thumbnail to pin the list view.
  1. Review the case details.
  • Account Name
  • Contact Name/Phone/Email
  • Date/Time Opened
  1. In the Additional Information section, select "Onboarding" for Case Reason. Click Save.
  2. Click on the Account Name to open up the account record. Hover over Subscriptions (End User) to view what licenses the school has. You can view school or district purchased licenses as well as trials.
  1. Return back to the case record. Send the welcome email using "Email" and insert the email template used below. Make adjustments to the email as needed. Feel free to add as many contacts in the "To" field as needed.
Best practice is to respond to emails within the case record.
  1. Call the customer. Complete the Onboarding - Rostering form. Click Next. Complete the rostering information. Click Next.
If the customer does not answer, please send the Progress Learning Welcome email that includes the rostering form for support.
  1. If you selected Classlink or Clever from the student and teachers upload drop-down, a case will be created for the support team. This case will be related to your onboarding case and the account. If you would like to see details regarding the integration case, you can find that in the Related Quick Links section on the account record.
If you choose "Manual" no case will be created for Support.
  1. Once you make all of the selections, the Kickoff Complete Date field will automatically update to today's date and the case status will update to "Rostering".
  2. Use the activity section to record internal notes.
Take a look at the activity feed to see any applicable notes logged on the case.

  1. If the customer selected manual rostering, update the Rostering Complete Date field to the date the upload has been completed. The case status will update to "Monitoring". If an integration service was selected for rostering, once the integration is complete, the date will automatically update to that date. The case status will update to "Monitoring".
  2. During the "Monitoring" phase of onboarding, use the "Email" option on the case to send Lightning templates that are appropriate. Monitor usage in the CRM and post usage updates using the "Post" option in the activity feed.
  • Use this Google Sheet to view Usage Data. The most valuable tabs are: Schools with no usage 0928 and By Question Answer Date0928.
  1. Once the account has met the usage requirements, fill in the date in the Usage Requirements Met Date field.
  2. Once onboarding is completed, navigate to the account record. Click on Outreach Extension from your toolbar.
  3. Send the appropriate Outreach Onboarding Complete template email through Gmail using the Outreach Template option.
  • Onboarding District Handoff Email to CSM
  • Onboarding School Handoff Email to CSM
If the email does not show up in the "Activity" section of the Account record, click Log a Call - Subject: Handoff Email sent to CSM and click Save.
  1. Mark the case status "Closed" and click Mark Status as Complete.

Lightning Email Templates to use:

  • Progress Learning Welcome Email - 1st email to send to any school/district other than K-5 Texas schools/districts.
  • Education Galaxy Progress Learning Welcome Email - 1st email to send K-5 Texas schools/districts

How did we do?

How Do I Assign Onboarding Cases (Manager)?

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