Case Manager Introduction<>

Case Manager

What is Case Manager​?

Case Manager is a Quercus module which allows you to manage student requests and enquiries and to log student interactions with your institution. It provides an automated back-end for your existing Student Information Desk and brings together key features of CRM and help-desk software.

In addition, Case Manager improves your service to students by ensuring a fast, effective response to student requests. Academics, administrators and external agencies can collaborate, share up‑to‑date information and follow agreed paths when responding to particular types of requests and enquiries. Case Manager helps you to build a complete picture of how students are integrating into the life of the institution and provides support for intervention strategies in situations where students are in difficulty.

Route enquiries straight to the right people

Students’ queries are captured through a student enquiry portal on your web site and then routed automatically to the appropriate staff. For example:

A query about an overdue payment can go straight to Finance – they can check the account details and advise the student what action to take.

A question about the student’s course can be routed directly to the department or lecturer responsible. They’ll receive an SMS or email alert and can instantly access full details of the query.

The IT department can be automatically notified if a student requests a replacement password

Once a student (like Joan in the example described in the Preamble) submits a query she receives a ticket and she can check its progress, revise it and add more details as required. There’s never any doubt about what’s happening and no danger that it’ll fall between the cracks.

On the admin side, Case Manager has full-functional call logging, call assignment and call escalation facilities. Queries are automatically categorised and assigned to individuals. If you are running a phone-based call system then operators can log details of the call on behalf of the student.

Follow the progress of enquiries

Once a call is in the system you can monitor its progress — and authorised individuals can re-assign the call, change its status or invoke an agreed escalation procedure. The call owner can invite colleagues to assist in the resolution of the call and the resulting ‘virtual team’ can discuss the case and can upload and share documents and other resources.

Until a query is resolved it will remain in the list of outstanding issues. You can escalate queries that have been unanswered for a given time period.

The route which a query takes through the system can be defined by academic or administrative staff. For example, a course-related query could move straight to the relevant department, or be routed back to the central help-desk if it is not resolved after a certain time period. More complex queries, such as those related to disciplinary matters or exam result appeals, could be assigned appropriate workflows, possibly involving several stages of oversight.

See everything in one place

All interactions with a given student are associated with the student’s record. This allows individuals with the appropriate authorisation to gain a full picture of the student’s interactions. Queries submitted through the student enquiry portal can be seen alongside other interactions with the student such as attendance, email threads, assessments, exam results and fee payments.

Plug in to your institution’s web site

Case Manager fits unobtrusively into your existing web site. From a student’s perspective it’s just a matter of visiting the site’s student enquiry portal and choosing the appropriate option. The Case Manager magic comes into play at that point. Students complete an enquiry form tailored to the enquiry in question (these can be set up easily by non-technical staff) and, once the form is submitted, the enquiry is logged by the system and routed to the right staff. Not only that but if a query can be handled automatically — such as a request for a replacement ID card — the system can handle the request in real time, process any necessary payments and trigger the relevant delivery process.

Check your performance

Case Manager comes with a range of sophisticated graphical reporting tools which give you an instant overview of all your key performance indicators. Want to know how many priority one enquiries have been resolved with 24 hours? The answer’s just a mouse-click away. Need a list of all the students who have logged enquiries relating to the Prehistory course over the last ten days? Again, getting the answer is simple. Case Manager comes with a range of dynamic graphical reports, all of which can be explored by end-users with no technical expertise.

Access to Case Manager is via the Submit Request option

Case Manager is accessed by the administrative user via the Submit Request option within the Interactions and the Services areas. The Submit Request option appears in the Engage group of services.

Note: the buttons are labelled as ‘Submit Request’ rather than ‘Case Manager’ because the initialisation and subsequent processing of a case begins with the submission of a student request for a particular service. When the request is being processed we refer to this as an ongoing ‘case’.

LDAP membership

In order to access Case Manager a user must be a member of the relevant LDAP groups which grant access to the various interactive services (note, these also give access to other Quercus online services). This is shown below.

There are two LDAP groups which control access to all student-related online services, including Case Manager services. The significance of these groups in relation to Case Manager is described below.

LDAP Group

Significance

OAPL_APPLICATION

Required in order to access to service requests received through Case Manager services

OAPL_SERVICE_ADMIN

Required in order to set up and manage new student-facing Case Management services

The screenshot below shows how membership of the OAPL_APPLICATION and OAPL_SERVICE_ADMIN LDAP groups affects the visibility of the Interactions and Services buttons on the Home screen of Quercus. If you cannot see the Interactions button you will be unable to access student requests received through Case Manager. If you cannot see the Services button you will not be able to set up new student-facing Case Manager services.

Access model in use

In addition, the access model you are using will affect the visibility of courses and modules. For example, if you are using the INSTANCE_ORGANISATION_NEW access model users will only see the requests received through services which are associated with the organisations of which they are members.

To associate a service with an organisation

1From the Quercus Home Page choose Organisations.

2Use the search facilities to select the Organisation with which you wish to associate the service.

Click the Courses tab (remember that services are stored in the database as course objects).

3In the Tasks List, click Add Course.

4Use the search facilities to select the service with which you wish to associate the service.

5Click the checkbox at the end of the row to select the course and click the Add button. The course is now associated with the organisation.

The service will now be visible in Quercus only to employees of the organisation. In order to see a request received through the service you need to belong to the organisation in question AND be a member of the OAPL_APPLICATION LDAP group.

Note that the service will still be available to all students. Access to the service is restricted on the administrator side, not on the student side.

Restricting access to Case Manager

By default, Quercus users who are members of OAPL_APPLICATION and OAPL_SERVICE_ADMIN will gain access to Case Manager along with access to other online services such as Apply Online and Build Curriculum. If you wish to restrict access to the Case Manager services you can associate Case Manager with an LDAP group. Only members of this LDAP group will then be allowed to access the Case Manager options in Quercus.

To restrict access to Case Manager via LDAP membership

1Go to Control Centre > Set-up > Service Administration.

2Select the Submit Request service.

3Enter the name of the LDAP group which will be used to control access.

In the example below this is CRM_ENQUIRY_ALL. (Note that the LDAP group must already exist.)

4Click Save.