Files to upload you can select the number of documents that will be uploaded to this – enquiry and select the” Attach files to enquiry” action to upload documents. Any documents uploaded can be seen by the enquirer and staff. External Reference if an external reference number is required for this enquiry this should – be added in this field. Reply by Date advisors can specify a date that enquirers, third parties or other advisors – should be reply by in order to keep in SLA deadlines by adding a date into this field. Cause of enquiry should an advisor wish to specify the cause of enquiry this can be – populated here as a default it remains blank. – The email options will allow the advisor to select how the action/response is sent. Include full enquiry text in email the standard email templates for updates to enquiries will – send details of the enquiry number and the enquiry title so this box does not need to be ticked unless you require all details of the enquiry to be sent. Hide email link to enquiry this should remain unticked if you are sending an update to an – enquirer or an internal service. If you are sending information to an external party who does not have access to Student Information Desk Online this can be ticked. Email Enquirer this should be ticked unless you want to hide an internal action from an – enquirer Email Self only tick this box if you require a copy of the action sent to yourself – Email Student Information Desk Advisor if you require your action to be alerted to the – Advisor who is allocated to this call tick this box, as the data remains in the Student Information Desk Online system this is not essential and should be used as an FYI only + Click here to select............ if you are sending an update to a third party, an alternative – email address for the enquirer or to a number of other advisors use this box to populate email address details. The text box is a free text field that allows the advisor to populate as required. The standard response drop down list will have a number of standard responses, the text of which will be included in the text field once the action has been logged. List of Actions.
Files to upload – you can select the number of documents that will be uploaded to this enquiry and select the” Attach files to enquiry” action to upload documents. Any documents uploaded can be seen by the enquirer and staff. External Reference – if an external reference number is required for this enquiry this should be added in this field. Reply by Date – advisors can specify a date that enquirers, third parties or other advisors should be reply by in order to keep in SLA deadlines by adding a date into this field. Cause of enquiry – should an advisor wish to specify the cause of enquiry this can be populated here – as a default it remains blank. The email options will allow the advisor to select how the action/response is sent. Include full enquiry text in email – the standard email templates for updates to enquiries will send details of the enquiry number and the enquiry title so this box does not need to be ticked unless you require all details of the enquiry to be sent. Hide email link to enquiry – this should remain unticked if you are sending an update to an enquirer or an internal service. If you are sending information to an external party who does not have access to Student Information Desk Online this can be ticked. Email Enquirer – this should be ticked unless you want to hide an internal action from an enquirer Email Self – only tick this box if you require a copy of the action sent to yourself Email Student Information Desk Advisor – if you require your action to be alerted to the Advisor who is allocated to this call tick this box, as the data remains in the Student Information Desk Online system this is not essential and should be used as an FYI only + Click here to select............ – if you are sending an update to a third party, an alternative email address for the enquirer or to a number of other advisors use this box to populate email address details. The text box is a free text field that allows the advisor to populate as required. The standard response drop down list will have a number of standard responses, the text of which will be included in the text field once the action has been logged. List of Actions.
Answering_Enquiries.docx