Cloud contact management systems for Education

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thank you everyone for joining my name is jason norat i'm joined by bouyon and kevin from our team we are dedicated to serving salesforce customers especially in education cloud and we hope everyone from administrators to individuals new to the salesforce platform will be able to benefit from our presentation today where we'll go through a variety of things including a demo best practices and a few other helpful hints and tools that we've picked up throughout the years of our implementation and we want to thank amit from apex hours for having us today so a little bit about myself my name is jason norat as i already mentioned i'm a consultant at eigenneck i'm a salesforce certified administrator and if anyone has any questions or wants to get in contact with me feel free to connect with me on linkedin but the majority of my experience comes in higher education for salesforce with implementations spanning from the west coast all the way to the east coast with community colleges all the way through to um you know universities in ivy league so forth so kind of all over the place for higher education i'm going to pass this along to my colleague booyang good evening i guess good afternoon everybody um it's a pleasure to be with you all uh so my name is bhuyan thiagarajan i'm a salesforce mvp uh i specialize in higher education uh again i run the salesforce practice for eigenx we are an impact partner do a lot of work on a higher ed from you know public private and community colleges across the gamut i'm here to talk about best practices on what you need to consider when you go to kedah i'm going to have kevin introduce himself kevin over to you well hello my name is kevin dursight i'm senior consultant at iganex recently started at eigenx about two months ago i'm a salesforce certified professional and have over six years of experience working with higher ed institutions across the country implementing eda and also other managed packages and solutions such as targetx and many others feel free to connect with me as well on linkedin fantastic thank you both for kind of giving a little bit of insight into some of the work that you've done and without further ado we're going to get into the agenda and get right into things so you'll notice uh myself kevin and bouyon's images are going to drop off the screen so everyone can focus a bit more on the content for now all right so if everyone can see that we are going through what is education cloud and why use it we'll start broad and then we'll work our way down into more of the nitty gritty details so hopefully it caters to everyone we'll chat through some of the terminology some of the things that you may hear or see if you're using it org or if you've just you know in a community or something along those lines if you're using sal we'll touch on some of those key vocabulary and terminology demonstrations i will be going through an eda specific demonstration which focuses on an applicant then becoming a student after their application process some of the things that they may see and you know interact with some of the members of the university or the college that they're attending and then kevin will go through and focus on sal so that's the student advisor link and you know that whole 360 degree view of a student interacting with their advisors as part of that 360 degrees and then we'll chat through some of the you know administrative tips and hints that something that we've seen has been very beneficial when chatting with folks in the higher ed industry and hoping we can pass this along to everyone who's viewing this video and then lastly we'll get through some of the best practices when implementing some things that kevin have seen in his time with sal some things that bouyon has seen in his times with hida and which is now called eda in case you were wondering what the difference is between the two they're the same there was just a rebranding from salesforce and then we'll go through some questions at the end from omit and yes so without further ado we will get right into it so what is education cloud and why use it education cloud is a solution for an institution to better manage student experience without reading too much into the bullet points since everyone is able to kind of see these for the most part it is ultimately allowing us to get a 360 degree view of a student better tracking them their journey all the way from as i mentioned before the applicant status all the way through to a student to an alumni and everything in between that i may have missed so as you can see in the image on the bottom right it's kind of the wave of change in higher ed today is you've got workforce education and technology and we're really just honing in on the education facet of it you know right now but uh some of the things that you may see as you're going through an e-org or a cell org is affiliation so affiliation is pretty fundamental in the eda world and what that means is that there's an object inside of salesforce that comes with the eda package and it connects a contact in an account so an account gets created when a contact gets created and there's an administrative and a household ninety percent of the accounts that we deal with in an edo org get created as administrative accounts so for example example sophia student isn't an example student that we have they'll get created as a contact and then they'll also be created as an account just helps with managing and from the backend standpoint an easier way to kind of track everything and affiliations is that unique link between a contact and an account and that account meaning uh maybe it's the university maybe it's the program that they're enrolled in uh maybe it's the sport that they're playing so that's the unique relationship within that you kind of get into account record types that's exactly what i was just mentioning so you may the object account in salesforce can be repurposed so that way you're looking at oh this particular university is its own account but underneath of that so parent-child relationship is your programs your courses whatever it may be that you've put into that account or you know if they play soccer versus football things like that and affiliations helps connect those two then we've got the student advisor link this gives us the advisors the tools support and lead students on the path of successful education kevin will talk through that more advisee record this is the case object record which acts as a hub for students advising related data a case object is a native sales force object but it's you know once sal is installed it repurposes that object and adds in these type of records advisee records appointment and appointment is what exactly what it sounds like it is the meeting between an advisor and a student and having the ability to track that is key in any successful relationship between an advisor and their student success plan is a set of tasks for a specific advisee to complete and it's assigned by that student's advisor the success plan plan template can be repurposed in the reusable series of tasks to assign to these advisees and the advisee portal which is where a student can actually log in and set up their appointments and the demo is going to really focus on this from the south side of things and then alerts so any good portal and interaction needs uh communication and that's done through alerts and tracking concerns and kind of making sure that everyone's on the same page and kevin feel free to chime in on the sao architecture thanks jason um so the relationship diagram that we're looking at right now um shows all of this well all of the standard salesforce objects that interact with eda and sal really so objects such as case contact um user task etc we see those pictured in blue and the eda objects we see in green so this relationship diagram though a little bit overwhelming at first take um will uh really shows how these different packages work together in unison to create that 360 degree view that jason was talking about and so um we'll break down smaller snippets of this relationship diagram a little bit later in the webinar but the idea here is to see that the eda objects extend the standard salesforce data model specifically for education of course and then sal further extends the data model more so in the service related activities with regards to student success the pathways package oh i'm sorry pathways package which is over on the left-hand side is actually an even more recent edition which allows advisors and students to collaborate on courses so it's almost the bridge between sal and eda i'm going to turn it over to buian for the next slide thanks kevin so if you guys are wondering right as you guys have seen in the salesforce world salesforce is strategically focused on industries now now if you're an admin or you're a developer and you at some point would be working with an university so it is important when you get there to understand what this heda architecture is and the slides which you know kevin and jason kind of addressed talks to that now in the world of higher education it's important to understand what a student life cycle is so any student who goes you know to an undergrad or a grad here starts with an application right so if you want to do an undergrad and let's say computer science so you start there uh as an undergrad and for a university you are in prospect so when you get to the prospect and from the prospect uh at some point you will say maybe i want to join an xyz college or an university you do an application so there you go into the application management part of it um for folks you know who have joined or who went through uh you know your schooling in us it's a very tedious process where as part of the application you know you're supposed to answer questions you're supposed to give your grades your transcripts there's a whole life cycle to it and that's why you know the application life cycle management is an important piece now if you tie it back into the salesforce world that's the application object which is the core and there's a whole status tracking throughout that process at some point the student says yes i would like to join this college or you do not want to join the college if you join you become an enrolled student and so now uh your life cycle takes a different path because now you are into that institution undergrad you spend three to four years from an university standpoint they want to track you know what programs you start with a program like it's your undergrad you know major right it could be you know computer science or anything and then you go and take out the courses and at some point uh the student advisor comes and that's what kevin was talking about the student advisor point to maintain retention and the whole engagement of the student is happening through the portal so that's just from a typical high level uh process flow on what a student life cycle is if we can go to the next slide um as you can see uh from a salesforce standpoint what salesforce offers is different departments in the university so you've got the admission of the market or the marketing department their job is obviously you know to sell and so as part of it but you start as a prospective student so that's where the recruitment and admissions component comes in any university will start with heda so he does the underlying architecture and from the architecture you go as a student some universities when you're a prospective student let's say you're targeting high school students you become a prospect so that will be considered as a lead at some point you get converted to a contact and for those you know who live in the b2c world in person accounts if you're familiar with it that's what you would use but in the heda model it is an account and a contact so that's what it starts and from there you go to admissions and then you become enrolled and that's where the student advisor link comes in that's a student experience and at some point you get out of the institution you graduate and then you become an alumni and so that's the alumni engagement part of it so those are different um you know that's a life cycle of a student if you look at it from what salesforce offers so there's heda and then from an admission marketing standpoint you've got paradox marketing cloud and when you get to the retention part you've got the student advice link let's go to the next slide so as kevin touched up on this um the same it's an er diagram right as you can see the different objects the core objects which i just want to kind of talk to you are very high level every student record is stored as a contact and then you get an account obviously the institution like universities have different schools right there might be a college of business uh called engineering school each of that will be an account on the over large um architecture the programs which are offered or becomes accounts in this case and the reason is you know every school will offer different types of program so then if a student fills up an application and creates a record that's an affiliation because that's your program of interest you apply you go to the application object and some point the application you know you make a deposit you get enrolled there is a program enrollment object where that is tracking so in the world of higher education student information systems so once the student enrolls you are financially laid everything is tracked in as an sis system and usually there's an integration which comes into salesforce all those fields are tracked at the program enrollment level and then sometimes students will take one of course so that is a course object and a course offering and a course connection so those objects tie in if you are an individual student who are you know interested in a course and then on a very other level because students apply for terms it could be a spring semester fall semester those are terms so those are just very high level objects you need to understand from a heat up architecture standpoint if you can go to the next slide and then i will have jason kind of talk about from a demo standpoint go ahead jason yeah fantastic so thank you kevin and bouyon for kind of lending your insight for the er diagram as well as some of the functionality of sal as well so what we're going to do now is we're going to go through a scenario myself as an applicant and i'll be sophia student so i will try to put on the hat of sophia as the applicant and the student as well as kind of chat through what is actually going on so hopefully that uh is clear for everyone and then kevin will be doing the same but uh we will do a brief switch over to his view for sal so with that said what i'm gonna do now is kind of take a look as uh this is an rfi form that we would have for an individual who's looking to get a bit of interest about a university so we've got some fictitious information in here right now but ultimately we've got the apex hours university and inside of salesforce i believe that goes to arizona is the uh school of choice and we've got sophia's student so she's you know entered that basic information and then i'm able to kind of switch into the view of what's actually going on on inside of salesforce right now so on my screen we're seeing that sophia's student has uh oh given some interest and some of that information is being tracked she was able to provide her birth date and she was also able to give us just a little bit more insight into what's actually happening what ended up happening a few months later was that she decided that she wanted to apply to arizona and you can see that right here so what ended up happening is that she applied through their portal they may be using a form tool or they may be using um a different tool and she was able to successfully submit for the term 2020. now bouyon was able to allude to what term is term is what it sounds like with a lot of these things it's this could be spring 2020 this could be fall 2020 it's really up to the administrators in the business of what they decide for that you can see that we're in the application status of submitted and you'll also notice that there's a few other fields that have been filled out to show that she was applying for an undergraduate now this is quite important and you'll see why in just a moment or two but before we get there i do want to take a quick look at the actual individual sofia student yet again and now that she has applied you know what other information are we capturing so we're capturing race uh in a few different other fields and we're starting to leverage the affiliations so we were actually able to pre-populate this primary academic program with one of the from her rfi form we actually said hey she was actually interested in economics so we pre-populated this and then when she submitted the application we confirmed that via the application she was interested in economics we actually have an account for this so if i open this up this is the account that was set up prior to which connects were able to say oh we can see everyone who's in bs economics and maybe this is the you know something that she's tied to and you can see the hierarchy in here so we're seeing everything that falls underneath connected campus university or arizona university and we're able to actually see that bs economics so bachelors in economics and the account record type that i mentioned before is academic program so that's you know definitely insightful from a reporting standpoint and we know what she's interested in and we take it one step further once we've got this information and all her email and contact uh address from that student application because she after the rfi she was able to successfully submit this once this is marked to a you know an admit or enrolled status this is kind of where we get into um now we have a little bit more to work with so we can start leveraging the affiliation object and a few of the other objects for example program enrollment so if i go back to sophia and i look in her related tab section we'll be able to see that she submitted that application so that's the one i already have on my other screen we even get to see the courses that she is now going to be enrolled in going forward her affiliated accounts as we already mentioned bs and economics but like i said she may be in a few different other things as well so she's connected to the university she's connected to the bs in economics and we can add to that if she joins the sports team or something else we can do that we've got her address and we get here's that program enrollment that i was mentioning so if i click on this this bs economics you'll see i'm brought to that same record that i was for the affiliation so this is gonna it's like a junction object connecting contact and account objects and it's really gonna let us allow allow us to see the association between the student and more than one academic program because naturally they may be in multiple and as i go through and i look at the course connection as well we can see that she's she's now in an actual course that's called chem 1020 and she's in section 9. now depending on the integration that is set up for this particular salesforce organization maybe she's connected to this is connected to a blackboard or a different tool out there and we can actually pull in her grate as well so it's a one-stop shop and then if there's a portal for students to see they could see all this as well otherwise this is something as an administrator advisor whoever from the university is using it this is just critical critical information uh to kind of work through and ultimately what this has left us with is a relatively clean contact record where i'm then able to take it to the next step and that's where kevin's gonna help out with sal and it's gonna just allow us to kind of you know see what's her life like as a student and you know how she's dealing with her advisor and how she's getting through her day-to-day and you get a little glimpse of that on the right hand side of the screen where you can kind of see you know call professor meet with a student abroad advisor and so forth so i'm gonna stop sharing my screen momentarily and we're gonna let kevin kind of give us some insight thank you jason so i am going to start my portion of the demo from inside the advisee portal or um an experience that we've set up for student sophia student in this case if you're just getting familiar with sal um i encourage you to check out um the sal documentation on the powerbus hub where they have some information about the express setup the express setup will give you out of the box pretty much a full setup for sal um provided you are at least inquiring or purchasing sal um you'll be able to all of the features including a a pretty solid baseline advisee portal which you're seeing right now out of the box express setup gives you five different tabs here across the top for a logged in student and this would be home where you have the my agenda component that you can put on the home page you could of course put other components that are available through experience or custom components that you build we'll see some things populating on this my agenda in a few seconds but um the next tab would be my team this is where the student can see the success teams that are assigned to them the success team in salesforce on the back end is a case team so you'll get to see what that looks like when we're logged in as an advisor but suffice it to say that we have one um case team assigned to the student and that's the career services team and jason and i are on this so jason's the primary academic advisor not the primary career services coach those are our case team roles you could have multiple teams assigned to a student you know perhaps you have an admissions team earlier on in the process perhaps you have a career services dedicated team an academic dedicated team it's really how your institution breaks it down and what's most helpful for them so i can click into a staff user as a student and see whatever we're exposing to the student through the portal so this could be appointment availability office hours etc some basic contact information whatever it is that you need to expose you know from the user profile in the crm the next tab that we have is called my plants this is where a student can see success plans that are assigned to them and it's typically one that an academic advisor will assign to a student success plans are grouping of ordered tasks to complete centered around a specific goal or milestone so you saw a hint of this on jason's screen when he was showing so we have study abroad track essentially that's been assigned to the student a success plan specifically for study abroad so these are the things that the student needs to complete in order to become a study abroad student so they'd see the due dates and what have you and they would be able to actually complete these tasks or click in to see more details you would just see a task detail record there on the my tasks tab you would see all of the tasks that are assigned to a success plan or that are related to a success plan i should say but you would also see one-off tasks that may have been assigned by an advisor or professor of the student um and so we see one that has been assigned to the student to meet with the advisor on the 12th um or by the 12th and so um certainly the person who assigned this could put comments in here directing student to why they need to meet with an advisor and then the student would go ahead and try to complete this task so that takes us to our next tab which is scheduling an appointment so this is one of the main features of sal and that is the ability for students to schedule one-on-one appointments with advisors there's a great sort of appointment scheduling tool that comes packaged with sal so you don't have to build your own or develop your own components you get some some great functionality sort of right out of the box so it allows you to either sort by topics or just click into one of the staff members that's on your success team so since jason and i are on sofia's success team in various case team roles she has the ability to go ahead and click in and schedule an appointment so she clicks in to one of the staff members she can then pick one of the topics that that staff member allows students to request appointments for under their availability you'll see what that looks like when we're signed in as an advisor but right now i'm not quite sure why i need to meet with this advisor but i'll just set up set up some time here and i need to do it by the 12th so i'm going to do it on the 12th and we can do this in person and so that's actually been scheduled sophia can manage this appointment from here um add comments for the professor to see or the advisor to see in this case or reschedule cancel if i go back to the home page here oops when did i schedule this for on the 12th i can see that this appointment has been scheduled so with that i'm going to jump over into salesforce so that we can see what it looks like from an advisor's point of view so i'm in the advisor link app which is a console app which allows you to multitask and have multiple records open at the same time gives you some great views sal does give you some great lightning pages and components right out of the box and not much configuration needs to be done in order to get to sort of see what you can work with then of course you can make customizations as necessary in sal each student gets um an advisee case that's assigned to their student everything related to that student's uh journey to through student success at um their institution is centered around that case so everything is really related to this advisee record case the advisee record um is a record type for cases and you would only have one open for a student at a time so that you can sort of relate all of these other different pieces from sal and some from eda and see them all from one place it's really how you build that 360 degree view you can see i don't really have case details exposed here because that's not really the important part the important thing is all of the different components of sal and eda that are related to this case record so um i can see uh from this view the success plans um that are assigned a student so i can see that study abroad success plan i could manage that see how many open tasks are remaining the status of those tasks what have you i could even add new tasks to that success plan that's one of the pieces that we can see from the advisee case record i can take notes as an advisor one of the models that we've seen is for each staff member to sort of have a running notepad so that there aren't tons of records building up underneath each case advisee record but you could certainly do a new note for each topic you can create tasks and so you can see here is the task that um i assigned um sophia to meet with an advisor and then um that the reason for that appointment was because of this alert and so um under alerts this allows uh from an internal perspective uh staff members to indicate when there is a concern regarding a particular student this could be automated based on the data that you integrate with your crm so it's when grades reach a certain point if you are bringing that data in you know that could raise an alert or if you're bringing attendance in to the crm which in this case we are um this particular alert is uh because sophia has missed a couple classes in a row so that would be why i might have gone ahead and assigned her a task to meet with an advisor and then then also check in with the professor maybe have jason do that since he's on the academic side so we can deal with tasks alerts um we can see the upcoming appointments and past appointments you see the one that she just scheduled with jason and i can see okay so that's um that's working out um as far as that alert and then maybe i would double back to that alert and go ahead and close that if it feels appropriate success teams as we mentioned this is where we can add and remove teams success plans notes and then all related activities the rest of these related risks the lists are actually more so related to the contact but you can do really any related list that also relates to the contact you can include on this page again this page right here comes out of the box with the express setup with sal and so it's a great way to sort of see what you're working with with sal last thing i'm going to show here from an advisor perspective is this really cool widget here on the utility bar called the appointment manager again not something you would need to custom develop this is packaged for you with sal it allows you to see your availability manage your availability from this edit appointment availability section as an advisor they can set their notification preferences the topics that they're available for some cool features like allow making sure there's buffer time in between appointments so that you're not rushing from one to the other and to make sure that a student can't sign up 10 minutes before they want to meet with you if it's not a walk-up situation so you can manage your availability there you can um also if a student does happen to show up at your office and you have walk-in times you could log that appointment or if you're scheduling an uh an appointment for the future um you could do that as well and relate it directly to the student and then it would show right up here on the advisee case record so jason what do you think so for my set of things i mean i hope and i fully expect that everyone uh viewing this presentation probably has a better idea of sal than they when they started so thanks for the insight kevin and from what i'm thinking i'm putting on my administrator right now is and for anyone else out there who's on the admin side of things is what permission sets might be like associated with sal that we should know about yeah so it's uh permissions are definitely something you want to think about as you're implementing sal and i'll just take a peek here in the setup menu this will look cite you know any of the admins that are watching this video i'm not going to go into object manager i'm not sure why i did that i'm going to go into permission sets and you see this advisee and advisor this is one that's act these are ones that actually been packaged along with sal and a great way to get started and become familiar with the objects that you would typically expose to the advisor from the internal logged in view and the advisee which would be the community or the experience logged in vo um so again permissions is definitely something you want to consider because you're dealing with external and internal users so maybe you haven't had to think about permissions too much because in your salesforce org everyone sees most contacts and most data you know you definitely want to look through the permissions that are packaged uh and determine you know are there things we want to add or sort of take out from the advisee experience to make sure we're not exposing too much information one of the things that we didn't see in the advisee portal that you can certainly do is expose course connections um and pathways and so the student can interact with the courses that they're signed up with a bit more than we saw in that previous demo perfect that answers all my questions and especially related to the permissioning side of things my my other questions kind of start with you know are there any triggers or custom settings that might be related to sal that someone as an administrator should know about yeah so anyone familiar with eda um will not be too confused by sal because it's pretty much set up the same way so if i were to go into my trigger handlers area if you're familiar with eda you know that most of the automation or almost all of the automation that is around eda it can be found and managed in this trigger handlers object which allows you to simply turn it on and off and once and manage some ordering and filter on some of the automation that's sort of running on behind the scenes there this is not something that staff members would see it be more something than an admin be working with but the reason why i brought you here is you can see this salesforce advisor link prefix on these triggers here this would be the automation relating to sal so one good example that i'll give you that's a trigger handler remember how i said that there is one open advisee record type case per contact um there is a trigger in here that comes packaged that makes sure that there is only one so if you were to try to open another one for a student case validation i believe is this one um if you would try to open another one it would say there's already one open fantastic and then on the other side of things you know is there any specific licenses that are associated with style that maybe someone is listening on this call is more on the decision-making side of things would uh encounter yeah so there's definitely um a cost as far as um you know for the sal package itself but when you're thinking in terms of what's this going to cost for um for institution uh one of the other things that you'll need to consider is the community user or the experience user uh licenses and so the model that typically is used with sal because you're dealing with a lot of different custom objects and the student needs to you know see cases and and you know work with lots of different uh managed components um they actually do have the uh customer community plus licenses um so not the bare minimum login once you would actually have the plus or plus log in gotcha that makes total sense and i think the the last thing if um before i take off my administrator cap is a mobile view versus the desktop view that comes up quite a bit especially in the world of higher education just because so many of the students and applicants are using their mobile phones and different size screens and so forth i'm just curious to know is how foul and for that matter eda may hold up with for both views yeah so the answer is great uh so the components that we see and that are packaged uh for the advisee portal as well as internally here such as appointment manager and on the different record pages that have been configured they've all been built to include the latest and greatest sort of lightning functionality renders you know great whether you're looking on a desktop or on mobile so i'll give you an example um recently you know with most meetings happening virtually rather than in person um salesforce also added the ability to pretty much you know one click join a virtual meeting from your appointment record whether you're in the advisee portal or or on this side so as long as the advisor sets up that zoom information correctly with the passcode and what have you um the student with one or two clicks from their cell phone can jump right into the meeting so not only is it look great it's also user friendly and helpful perfect i think ultimately uh we could probably get right into best practices and i know you and bouyon have some advice uh for everyone who's listening on this call yeah so thinking in terms of best practices and integration i promised that we would get into some of the smaller snippets of the entity relationships when thinking in terms of eda and sal and so um when jason was demoing the account we saw the account hierarchy um that he referred to and it's really uh important that you not only uh select the correct account model uh when you're setting up eda so the administrative versus the household account administrative is what we're showing here where you have a one-to-one relationship between students and accounts it's not only important you get that established you also want to make sure that your institutional account hierarchy is set up correctly because this is what really allows you to get that 360 degree view not only of your institution but of the student and everything that they're affiliated with so when we talk about the hierarchy we're thinking the educational institution at the top so connected campus university was the example that we saw as an educational institution record type the terms and academic periods sort of sit under that with a massive detail relationship so that we can roll up uh any any statistics from that object under that we would have all of the departments of the institution and that's where the courses live so if you have a business department you have all of the business courses underneath that department and then um you can roll up the information from the courses to uh the department because you have that master detail relationship there as well to the account then you would also have your programs that relate and that's under your department and so that's where a student can have an interest in a program or they can actually even enroll in a program and so the whole point of this is you know the account model is really key in eda but not only just for that administrative versus household but also in that hierarchy that you're setting up for your institution next thing i wanted to mention was success plans when we think about success plans um in sal success plans allow advisors to assign that ordered series of tasks to the student um tasks are grouped you know towards a specific goal we saw the study abroad um example in um in the demo and so they have an ordered series of tasks they need to complete each by a certain date the student can complete them themselves the advisor could complete them for the student you know whichever is appropriate for your institution but the thing here to know about success plans is that you can set up templates uh tasks associated with those templates so that when you assign a success plan to a student and then that shows up in the portal all of those tasks from the template essentially get cloned and added to that success plan a success plan is what relates to the student and the tasks that are under that success plan are what the tasks that the student actually sees but the templates are what allow you to like quickly generate those success plans okay i actually missed one slide which we'll go back to right now and the last thing i want to talk about is the advisee case record so we saw that one case for sophia where i as a logged in advisor could see pretty much everything that relates to the student you can see that the case advising case record is really the center of the universe all of the advising related data ties back to the advisee case and so the advisee record again is a record type on the case object and you can only have one of those open per student the only other thing i wanted to mention here is that you can have tasks assigned to a student and when you want the student to see them they would be assigned to the user student right the logged in user and the advisee portal but maybe you have internal tasks such as we need to talk about this one issue great concern for a student with a professor maybe we don't want the student to see that we can assign it to an advisor or another staff internal person and that can be done on the user record it's really that key field is the assigned to on the task and the student will not see that if they are not the assigned user so with that i'm going to turn it over to bouyon all right thank you kevin and jason for the demo so in a nutshell right so we talked about how hida or eda and sal kind of fit in into the world of higher ed right so now let's say if you're a consultant or you're a university user who's kind of thinking about uh how do i go about implementing this in my r so there are a couple of use cases to think about so scenario one you might be having a salesforce org already in place uh you might you may not have heda on it and you might be using you know contacts accounts and the other standard sales force objects this is very typical of most of the universities who are already in because here i came three years ago and you know a lot of universities are jumping onto the bandwagon migrating it the first thing to consider this is it's a data migration project to think about and why do i say it's a data migration because at the end of the day you have to retrofit your current data to fit the heat up model uh kevin kind of talked about the accounts contacts the affiliations and all that so you'll have to kind of do this in a sandbox and make sure all your accounts are mapped to the right heda account types right institutions organizations and all that one of the things i always seen with a lot of universities is that they kind of put this concept of bucket account where a lot of contacts will be jumbled together with this one account which again is a performance nightmare because if somebody deletes the account the contacts will go away so in the world of heda it's like the b2c model where you have one contact and one account the other thing to consider as part of the migration a lot of universities tend to use customer objects for programs of interest and think about that might somehow put it over to an affiliation object because that's where it will reside in the world of era and then the last part is that you really need to define the student life cycle now when you talk about higher ed there are two life cycles which are important the student life cycle and the application life cycle from a student's life cycle you start you're interested in that university or prospect at some point you get enrolled you're an enrolled student and at some point you might be you know you finished your graduation you become an alumni but those are stages tracked at the contact level under the application standpoint you might be initially you know you might be pending status at some point you know you would be uh waiting for more uh documents and then you might be approved uh so that's another uh life cycle so make sure that you define those life cycles and based on those life cycles you know you have different stages to think about the other aspect of it the integration i'll address that in a minute uh we need to also address multiple emails students use a lot of emails you know there might be yahoo email gmail and all that he has a lot of its own custom objects related object to handle that and then also multiple addresses uh you might have to like load that into the junction object which is the address object and then you link it to the contact and lastly you need to have a security plan to make sure that the right objects are exposed because there's a student portal that jason and kevin talked about and you don't want to expose you know all the data to the students you know there's ferpa compliance involved in a higher ed standpoint so if we go to the next slide um kevin uh so let's talk about the second use case uh where if you are existing or so most of the universities typically have this kind of use case where you might be using for target x and enrollment arts are very common packages most of the universities use this is primarily used from an admission standpoint and universities are thinking you know what now i got my salesforce product involved i need to expand campus wide so in that scenario what do we do how do i get to the heda world so the first thing is to contact the vendors obviously these two targets and enrollment directs or here are compliant but you need to work through their documentation which would be involving a little bit of a configuration and with that configuration involved you set up in a sandbox and once the configuration is in place target x and the enrollment rx will populate the heat objects like affiliations and the relationships and all those objects one of the things to consider there could be possibilities of duplicate objects like programs of interest an application object i mean the architects enrollment rx are using application objects they won't heda has its own application object the question is why do i care but here here's the key at some point down the line you want to kind of you know look at maybe salesforce as your admission engine and very recently salesforce has come up with an admission connect product which is interesting so if you want to kind of leverage that what we need to do is build an automation so that whenever the target x or enrollment rx application object is you know updated the heat application is also synced up uh the other last piece is the existing triggers uh which are part of the manage package in this target x and enrollment rx we'll need to be uh following a td tm which is the architecture which uh heda follows and so you might make sure that you uh are in compliant with that so let's go to the next slide so those are the third use case would be what if i want to start new so i'm in university and i want to start brand new with a header implementation how do i do that again the same thought process you might have a crm already or you may not have a crm so if you have an existing crm make sure you have you know your data out data quality you need to manage but as part of the data strategy data migration strategy you need to have a data mapping deduping and synchronization strategy so for your contacts for your program of enrollment for all the programs i'm interested in you when you load it in salesforce you're going to get the salesforce ids but you make sure you use your own external ids from your other system so that you can manage the deduping part very easily and then you also have to follow a very linear data loading sequence you start from the top the accounts which are the universities the programs then to the contacts then to the affiliations then to program enrollment and then course another object so it's important that the sequence of data loading is followed there and the other part of it is also that you also update the right account types and the contacts could be reloaded with the administrative account which basically means you need to update the account and then you have to do the contact if you have the heda triggers the tdtm triggers enabled as soon as you hit load the contact it automatically creates an account so that piece may be automated for you and you need to have a plan to address multiple addresses because i mean most of the crms will have junction tables which will have addresses and function tables it will have multiple emails beware that you need to load that into the heat objects to keep that in sync and lastly the life cycle stage is an important thing to kind of let's go to the next slide so now you have migrated to heda now what happens is from an integration standpoint so that is a very important thing because most of the universities at least have uh more like three to five systems sas system if you're in the manufacturing world it's like an erp system so that's the system which needs to be integrated and on top of it you would also have some applicant tracking systems you know your financial systems all of that come into play one of the key things you need to think about is a record mastering strategy so what i mean by that is whenever you have student data there's prospective students and enrolled students so you need to identify which system would be the source of proof so most of the scenarios your prospective students would be from salesforce because you're marketing uh and everything lives there and so that will be the source system and once the student gets enrolled most of the data is handled in your sas system so having that strategy and hand having a strategy to enroll to handle conflicts what i mean by conflicts is there are scenarios when data can be migrated from different systems obviously there will be an etl tool as part of it so during that part you need to have a data mapping exercise where you would say okay if my source system is let's say you know if the student is prospective student and if the data is coming from a third-party marketing tool which fields in the contact which should update and how should it update so defining that upfront will save a lot of time during integration otherwise you know it's a painful process you know data becomes a junk data at that point the other thing to think about is having audit fails to know who updated because when you do integrations uh with etl tools you need to have something like a record creation so which system created the record to which system most recently updated it could be your sas system it could be a marketing automation tool it could be anything else and also have a feel for incoming source uh whenever you know external systems come in they will have a field called incoming source they identify which system it is and then based on your record mastering strategy you could kind of handle that and also have a login for exceptions again this is again another integration best practice if there is any exceptions uh we need to log it and for the id team to take control of it and you also there might be scenarios where there might you might end up with complicated rules because you know there are scenarios on when a student's email or address can be updated based on the stage or based on a specific program if you get into those kind of leads most of the solutions are custom code where you might have to end up writing a trigger on the contact level and in that case you would have to follow here compliant tdtm model which is pretty cool in one way because once you implement you follow the model you could control when your apex class can run you know your triggers can run so that's the flexibility you get with that and lastly there would be a possibilities for you know when you get to you know bigger universities they also use target x and enrollment rx so those systems for example a student on the applicant side can update his phone number well if the student is already in your system as a contact uh which one should you rely on so that is the rule and most of the time you know if the student updates it it might be the uh the source system and that might be the source of truth but again having audits on emails and phone numbers will be extremely helpful in terms of thinking about it so again it's just a quick overview from an implementation standpoint on different things to consider from an implementation as well as from an integration standpoint you can get to the next slide i think we are uh pretty much uh if you can go to the next slide um kevin i think the forward yeah so uh once again i want to thank each and everybody you know uh for your patience and i think we give you a pretty good overview of what heda looks like and from an implementation standpoint thank you very much thanks everyone any questions amit that bouyon kevin or myself could answer