The One-Stop Shop team is beginning to review the features and functionality of our Salesforce CRM to identify the features that will provide high quality services to students. Salesforce delivers the capability to swipe students in, track and work queues, document knowledge for self-service or face to face problem resolution, provide online chat services, and manage student cases.
Demos are currently being scheduled with Salesforce to review their standard functionality as it relates to Case Management, Live Chat, etc. Evaluation of the capabilities will result in understanding the tools, as well as any gaps in feature sets. Using this information, the team will be able to set budgets and timelines.
In the meantime, the team is reviewing existing Knowledgebase articles (which our support teams currently use), and will revise and enter them into the One Stop Knowledgebase in Salesforce over the next couple months.