Onboarding Specialist Hands-on-Learning

General Onboarding 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 Mackenzie Maddox 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.

Step 1 - Review the new account

  1. In the Onboarding Cases listview, click on the Case Number assigned to you 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. Click on the Account Name to open up the account record. Hover over Subscriptions (End User) to view what licenses the school has. Click on Licenses from the Related List Quick Links to view school the individual licenses.

  1. Return back to the case record. Click the Email tab. Ensure Haley Test is in the "To" field. Click the insert template icon. Click Insert Template. Select "All Lightning Templates" from the drop-down. Click "Progress Learning Welcome Email". Make adjustments to the email as needed. Click Send.
Best practice is to respond to emails within the case record.

Step 2 - Create Admin Accounts

  1. Navigate to https://academics.progresslearning.com/. Log in using your credentials.
  2. Click the Schools tab to make a school search.
  3. Search for the school listed in your Salesforce case record using the following fields:
    • State drop-down: select the state: You must select the state
    • School field: type in the school name
    • District drop-down: select the district
  4. Click Filter.
  5. Click the icon under Action to create a school administrator login for the school. (scroll over if you do not see this option)
  • First Name: Haley
  • Last Name: Test
  • Username: Customer's Email (locate in Salesforce)
  • Password: shhigh89
  • Email: Customer's Email
  1. Click Save. In the Salesforce Case Record, make a "Post" with the customer's admin information you created plus the Account ID. You can find the Account ID under the "Account Login Name" in the CRM.

Step 3 - Kickoff Call

  1. Watch these kickoff call recordings while referencing this kickoff script. Make a copy of the Kickoff script to take your own notes. My suggestion is to make a copy of this document for each kickoff call as you conduct them. Input information before your kickoff call and during the call.
  1. After watching the Kickoff calls, slack Haley Harper to schedule a Kickoff call overview.
  2. After your call with Haley, input the following in the Salesforce case (Onboarding - Rostering Form):
  • How do you plan on utilizing the platform? For shared assessments across departments and credit recovery.
  • By when should your staff be utilizing the platform? Janurary 3, 2023
  • Training Options: Free, On-Demand Webinars, Free, Live Weekly Webinars
  1. Click Next.
  2. Complete the Rostering Form:
  • How will students and teachers be uploaded? Manual
  • What is the email of the data administrator? haley@progresslearning.com
  • Will teachers want to link their accounts to either of these education platforms? Google Classroom
  1. Click Next.
  2. 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".
  3. Use the activity section to record internal notes. This is where you will log your kickoff call notes if applicable.
Take a look at the activity feed to see any applicable notes logged on the case.

Step 4 - Rostering

  1. Navigate to https://academics.progresslearning.com/. Log in using your credentials.
  2. Search for the school under the "Schools" tab. Under the Teacher and Student Count columns, locate the number. This is the number of students and teachers created for the account.
  3. For this example, we will pretend there are students and teachers uploaded. Return back to your Salesforce case and update the Rostering Complete Date field to today's date. The case status will update to "Monitoring".

Step 5 - Monitoring

  1. Fill today's date in the Usage Requirements Met Date field.
  2. Send the appropriate Outreach Onboarding Complete template email through Gmail using the Outreach Template option.
  • 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.
  2. Create a task for Haley on the case to make her aware you have completed the activity.

How did we do?

Contact Management

Trial Procedures

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