How Do I Assign Onboarding Cases (Manager)?

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.

Assign Onboarding Cases

  1. Before assigning a new case, identify the person with the lowest case number assigned to them using the Open Onboarding Cases report on the Onboarding 2022 Dashboard.
  1. Navigate to the All Onboarding Cases list view.
  2. Click the "Owner First Name" Column to sort the cases. If the case is assigned to anyone but the Onboarding Specialist, the case is new and needs to be assigned. Click the case number to open the case record.
  1. Scroll down to the "Case Owner" field. Click the icon to update the owner. Type in the appropriate Onboarding Specialist's name. Select the onboarding specialist. Click Change Owner.

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How Do I Work Onboarding Cases?

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