Logging an Enquiry
Students may often contact services or the Student Information Desk directly by telephone or in person and in this case an enquiry should be logged for them. This will allow us to monitor footfall, any gaps in service delivery or gaps in the FAQ knowledge bank. It will also allow us to track each student enquiry to ensure that service delivery is consistent based on all information previously issued being made available to staff.
Enquiries can be logged in a number of ways from the profile screen.
1)Log Enquiry for Enquirer
This is the best way for front desk staff to log enquiries as it allows staff to search the FAQ’s whilst inputting the enquiry details. It acts as an aid to staff who are not specialists.
Under the My Options menu list on the left hand side of the profile screen click the “Log Enquiry for Enquirer” link.
The profile screen will appear which allows you to search for the student details in the Student Information Desk Online system which is directly linked to SITS. Click on the Student Look Up (Pop Up) link
In the new window that will appear enter the enquirers’ student number or name and date of birth and click on the search button.
In the search results select the relevant student by clicking on the “Select” button next to their student number.
If the enquirer is not on this list follow the “Logging an enquiry for non-students” section in the manual.
Once you have selected the relevant record it will populate the enquirer details screen with information from SITS.
Click on the “Log Now” button at the bottom of the page
The FAQ screen will allow you to search through the categories and sub categories for the question asked
You can then search through the relevant FAQ’s underneath each category or subcategory.
You now have 2 options to log the enquiry:
1a) FAQ answers the enquiry placed by the student.
If the enquiry relates to an FAQ in the list, click on the required FAQ and the Question, Answer and Helpdesk notes will appear.
Inform the enquirer of the answer and then log the enquiry by clicking on the “Log Enquiry for .... with FAQ ... as solution” link found on the right hand side of the screen.
This will take you to the Enquiry Logging screen
The system will automatically input all the information for you but any section can be altered should it so require.
Further information of the different sections of this screen are explained in “Enquiry Details Screen” section of this manual.
The “Solution” section will show that “The FAQ Answer text of FAQ 546 will be included as the solution when this enquiry is logged.” You can add extra information in this solution box should you need to.
As the solution has been provided put a tick in the “Close Enquiry After Logging” box and click on the “Log Now” button at the bottom of the screen.
The enquiry has been logged in the Student Information Desk Online, the FAQ text and the solution have been emailed to the enquirers Exeter student email address and the enquiry has been closed so will no longer appear as an open enquiry.
1b) Solution not found in the FAQs
When searching the FAQs you realise the question asked is not found you can log the enquiry manually. If the enquiry is a specialist back office question the enquiry will be logged with the relevant team or if it is a question that is not specialist but requires investigation the enquiry will stay open until a solution is found.
To log the enquiry details click on the “Proceed” button
At the “Enquiry Details Screen” enter the details as required. Full details of the fields and their population are found in the “Enquiry Details Screen” section of this manual. Please refer to this section when completing this section of the enquiry logging process.
As you are unable to provide a solution to this enquiry ensure the “Close Enquiry After Logging” box is UNTICKED.
The enquiry will be logged in the Student Information Desk Online system and the details emailed to the students Exeter email address.
The screen will also show that an enquiry has been logged and provides all the information about the enquiry such as who logged it, when it was logged and which department the enquiry has been logged to.
2)Quick Enquiry Log
The Quick Enquiry log should be used if you know the answer to a question without the need to check the FAQ’s or if you know that the enquiry is one which needs to be answered by a specialist.
To log the enquiry:
From the “My Options” menu on the left hand side of the profile screen click the “Quick Enquiry Log” link.
The Enquiry details screen will appear. At the top of the Enquiry Details Screen click on the “Student Look Up (Pop Up)” link
Enter the enquirers’ student number or name and date of birth and click on the search button.
In the search results select the relevant student by clicking on the “Select” button next to their student number.
If the enquirer is not on this list follow the “Logging an enquiry for non-students” section in the manual.
Once the enquirer details have been selected you will need to complete the Enquiry Details. Full details of the fields and their population are found in the “Enquiry Details Screen” section of this manual. Please refer to this section when completing this section of the enquiry logging process
If you are able to provide the solution to the enquiry at the same time as logging type the details into the “Solution” text box and tick the “Close Enquiry After Logging” box.
Leave the “Solution” field blank if you are unable to provide an answer and ensure the “Close Enquiry After Logging” box is UNTICKED.
To ensure details of the enquiry and, if applicable, solution are sent to the student tick the box marked “To Enquirer”
If you are allocating the enquiry to a specialist ensure that the box marked “To Student Information Desk Advisor” is ticked.
The screen will also show that an enquiry has been logged and provides all the information about the enquiry such as who logged it, when it was logged and which department the enquiry has been logged to.