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Watching graduation rates soar; increasing on-time graduation; boosting student retention and persistence; improving the overall student experience. These all sit high on the priority list for most colleges and universities. For some, departmental silos or lack of quality data act as barriers to student success. However, others have embraced the concept of campus collaboration and committed to leveraging investments in systems across multiple departments. Join us to learn how Fresno Pacific is using the power and flexibility of the Salesforce Platform to track and help administer a variety of Student Services, despite very limited staffing dedicated to development. Applications are active for Tutoring, Campus Nurse/Medical Records, Mentoring and Retention, Fitness Center, Helpdesk, Conduct Management (discipline), with plans for continued expansion.
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sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Tuesday, June 25, 2013 Wayne State University
Detroit, MI
Higher Education Summit
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Presented by Jonathan Maher - [email protected]
The Roadmap for Student Success
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Fresno Pacific University… � …is a non-profit, independent, Christian university serving
about 3,500 traditional-age undergraduate, adult degree completion and graduate students at the main campus and four regional centers in California's Central Valley.
� …serves many students who are the first in their families to attend college, qualifies as a Hispanic Service Institution and is among The Hispanic Outlook in Higher Education Magazine’s top 100 institutions for Hispanic students.
� …has the highest four-year graduation rate in the region and offers four-year guarantee
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Medical Records
Registration
Medical Interactions
Academic Standing
Financial Aid
Institutions Attended
Payroll Records
Student Restrictions
Academic Credits
Student Programs
Course Sections
Campaign
Account Contact
Campaign Member
Lead
Donations
Advancement Contact
Opportunity
Case Sanction Discipline
Process
Conduct Relationship
Conduct Report
Resource
Inventory
Inventory Allocation
Tutoring
Supplemental Instruction
Salesforce at Fresno Pacific � Recruiting for Graduate,
Degree Completion, International, Traditional Undergraduate and Continuing Education
� Advancement donor management & reporting
� Academic tutoring � Supplementary coursework
management for STEM grant � Project management
� Case management for IT Helpdesk and Continuing Education
� Medical records & Nurse’s Office appointments
� Resource/Inventory Tracking � Student Life discipline
tracking � Satisfactory Academic
Progress management � Internal collaboration
(Chatter)
Medical Records
Registration
Medical Interactions
Academic Standing
Financial Aid
Institutions Attended
Payroll Records
Student Restrictions
Academic Credits
Student Programs
Course Sections
Campaign
Account Contact
Campaign Member
Lead
Donations
Advancement Contact
Opportunity
Case Sanction Discipline
Process
Conduct Relationship
Conduct Report
Resource
Inventory
Inventory Allocation
Tutoring
Supplemental Instruction
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Services: Vision � The roadmap depends on your vision for the platform
� Department focused rollouts � Configuration and planning focused on the needs of a single department � Development / administration may be managed by the department � May or may not share instance with other areas of campus
� System of Record / System of Engagement � Salesforce to be used across campus, often as the only system a staff
member needs to use � Student Information System remains the “Bible” for key student data
� System of Record
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Services: Identifying Opportunities � What departments/processes are underserved by the SIS?
� What is the nature of the SIS’s shortcomings? � Lack appropriate screens/fields to store data � Lack of ability to automate processes � Application is difficult to use
� What are the costs to the college of not moving a given process to Salesforce?
� Other departments left without key data � Student (and staff!) frustration
� Which departments have mature processes and procedures, irrespective of the technology used?
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Student Services: Development � Services can be provided in a variety of “sizes”
� Leverage Salesforce without requiring user interaction (“Non-App”)
� Leverage an existing application with minor augmentation (“Nano-App”)
� Create a simple application (“Mini-App”) � Create a full-featured application
� Development can (and should!) be iterative � Think about your roadmap for the future when designing � Even the most organized department will forget to identify a
key need
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Project Alert � This is an example of a
“Non-App” � Leverages existing SIS to
Salesforce integration � Custom fields added to
Academic Credits custom object to allow for tracking within Salesforce
Academic Credits
Account Contact
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Workflow delivery using an Email Alert
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Project Alert Roadmap � No significant plans for
expansion, as this is based on data stored in the SIS and enhancements to grading would be managed there
� Data is leveraged in Satisfactory Academic Progress application; counselors can see if struggling students were warned ahead of time
Academic Credits
Account Contact
MAT Candidate Tracking � A “Nano-App” using 4
Custom Fields and 2 Views � Provides a team member
from Teacher Education with the ability to track candidates for our Master of Arts in Teaching Program
� Allows for collaboration with the Admissions Department
Account Contact
Opportunity
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The ease of use of Excel, with the power of a full database
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
MAT Candidate Tracking Roadmap � Plans for significant
expansion and replacement of legacy FileMaker Pro system
� Will allow for use with all Teacher Education programs and deeper collaboration between recruiters and the School of Education
Account Contact
Opportunity
Teacher Education Profile
Student Teaching Assignment
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Conduct Reporting
Account Contact
Sanction Discipline Process
Conduct Relationship
Conduct Report
� Residence Life Department responsible for managing discipline and Restorative Justice process
� Relied on paper folders � Very organized as a department, but in desperate need of a
database to help manage/report
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Main details and documentation
Individual(s) Associated with incident (points to Person Account)
Discipline Steps and Sanctions (punishments)
Private Chatter used to collaborate
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Conduct Reporting Roadmap
Account Contact
Sanction Discipline Process
Conduct Relationship
Conduct Report
� Document management upgrades (Spring CM, or Conga Composer)
� Possible “partnership” with Campus Safety
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Tutoring � Started as a “Mini-App”, requiring only one custom object � Replaced legacy “TutorTrac” system
� Allows for tracking of tutoring services � Facilitates better communication with students and is now
integrated with a FormAssembly survey � Expanded to also use the Resource Management application
Account Contact
Resource
Inventory
Inventory Allocation
Tutoring
Supplemental Instruction
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Basic student info is available to tutoring team for reference and reporting
Custom buttons allow for faster logging of appointments, resulting in happier staff and students
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Pre-Selected via Custom Button
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Tutoring Interactions logged with the right attributes automatically send an email to the student
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Clicking the emailed link provides direct access to the survey
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Data is immediately available in Salesforce Staff can use a reporting tool they are familiar with to analyze results
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Inventory manager created for another office, but was a perfect fit for the Academic Support Center
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Medical Records / Campus Nurse � Requires moderately
complex security model because our Salesforce instance is used by multiple departments
� Functions like the Tutoring Application
Medical Records
Registration
Medical Interactions
Account Contact
Opportunity
Medical Records / Campus Nurse
Medical Records
Registration
Medical Interactions
Account Contact
Opportunity
Visible only to Health Center
Visible only to Admissions
Visible to all
Always visible to Health Center, but only visible to Admissions when associated with a Registration for an upcoming term
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Satisfactory Academic Progress Management Academic Standing
Student Restrictions
Academic Credits
Student Programs
Account Contact
Tutoring
Supplemental Instruction
� Facilitates management of SAP, replacing manual process (FileMaker and Excel)
� Leverages affiliated tables and existing integration
Previous and Next Records are important in the context of evaluating performance over time
Appeals automatically processed using FormAssembly
Custom URLs link to summary reports
Simple formula field, passes variables to Report
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Satisfactory Academic Progress Management
Roadmap Academic Standing
Student Restrictions
Academic Credits
Student Programs
Account Contact
Tutoring
Supplemental Instruction
� Focus on additional automation � Develop Student Success features � Possible use for mentoring/advising
Medical Records
Registration
Medical Interactions
Academic Standing
Financial Aid
Institutions Attended
Payroll Records
Student Restrictions
Academic Credits
Student Programs
Course Sections
Campaign
Account Contact
Campaign Member
Lead
Donations
Advancement Contact
Opportunity
Case Sanction Discipline
Process
Conduct Relationship
Conduct Report
Resource
Inventory
Inventory Allocation
Tutoring
Supplemental Instruction
sfdc_ppt_corp_template_01_01_2012.ppt
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Jonathan Maher - [email protected]
Questions?
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.