Enquiry Details Screen
This section will explain the fields included in the Enquiry details screen and their population and will assist in logging an enquiry. It should be used alongside the Logging an Enquiry section of this manual.
- Enquirer details - This section relates to the enquirer. If you have reached this screen by the “Logging an Enquiry for Enquirer” option this information will be populated already.
If you have reached this screen by the Quick Enquiry Log option you now need to populate the enquirer details by clicking on the “Student Look Up (Pop Up)” link and select the enquirer details.
- Enquiry Category – This field relates to the category that the enquiry sits under and will also determine the team that the enquiry is allocated to.
If you have reached this screen by the “Logging an Enquiry for Enquirer” option this information will be populated already. If you have reached this screen by the Quick Enquiry Log option you now need to populate the enquiry category details by clicking on the drop down list and selecting the relevant category or sub category.
(TIP: The list is not in alphabetical order when you first open the list to put into alphabetical and category order, select a random category, then go back into the drop down list and the top level categories are highlighted in yellow and the sub-categories appear underneath)
- Parent Enquiry Number – if this enquiry is to be linked to another enquiry already logged by this enquirer you can add the other enquiry number in this box. The enquiries will still be separate entities but will show a link.
- Enquiry allocation – once you have selected an enquiry category the enquiry allocation will be populated already, but if you would like to allocate this enquiry to yourself, another team or another advisor this section will allow you to change the enquiry allocation.
On selecting the Manual Allocation option a pop up list option will appear to allow you to select the relevant team or advisor.
- Private Enquiry – this field allows you to set the enquiry to Private – at which point the enquiry details will only be visible to the allocated advisor and the enquirer, or to Hidden – at which point the enquiry only becomes visible to staff.
Private Enquiries will be used mainly by the Wellbeing and AccessAbility teams and Hidden Enquiries for administrative uses only.
- Source of Enquiry – will allow you to select how the enquiry was made. This is an important selection to measure usage stats.
- Severity – this is default to low and SLA’s will reflect this but it can be altered if so required and SLA times will be shorter than standard.
- Title – this field will show the title of the enquiry and is automatically populated by the category selection. It is however a free text field and can be altered. It is the category title that will appear in the automated notification emails.
- Description – this is a free text field and should be populated with the enquiry description. As much information relating to the enquiry should be populated in this field to assist advisors in providing as solution. This description text will be included in the automated notification email that advises that an enquiry has been logged.
- Sensitive Information – this field is free text and should be used to log any sensitive information relating to the enquiry or enquirer. Please be aware that this is not a restricted field and can be viewed by staff and by the enquirer should they so request. It should be populated professionally.
- Solution – If you are able to provide a solution to the enquiry at the same point as logging the enquiry the information should be populated in this field. It is a free text field.
- Send email – this field once ticked will send an email confirming that the enquiry has been logged.
Student Information Desk Advisor – tick this field to send an email to the allocated advisor/team
Enquirer – tick this field to send an email to the enquirer.
- Close enquiry after logging – if you are able to provide a solution to the enquiry at the same time as logging, and the solution details have been entered into the free text “Solution” box you can tick this box to close the enquiry. Do not tick if you have not provided a solution as the enquiry will not appear as an open enquiry.
Click on the “Log Now” button to log the enquiry.