Student Success SOP's
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      How to process an in-class drop

      Processing a Drop consists of three main parts: Hubspot, Paycove and Canvas.

       

      Hubspot Drop Process

       

      1. The drop process is initiated by setting a student’s applicable, active deal (deal could be in either the Enrollments or Service pipeline) to a dropped stage.

      2. When this happens, the user will be prompted to set the Drop Reason property from a preset dropdown of options on the deal. Once a drop reason is set on the deal, this value will be copied to a Drop Reason property on the student’s Contact (via a HubSpot workflow).

      3. When the Drop Reason is updated on the student’s contact, a HubSpot task to review the drop prior to processing will be auto-created and assigned to either the contact owner or service owner (via a HS workflow).

        1. If the selected Drop Reason option contains a ‘Pre-Class’ label, the task will be assigned to the Company Owner; if it does not contain ‘Pre-Class’ the task will be assigned to the Service Owner.

      4. Once the drop task has been created, they will need to navigate to the student’s contact record and manually update the Create Drop Ticket property to Yes.

      5. The step above will trigger one of two HubSpot workflows (depending on if the drop is deemed a pre-class drop or an in-class drop) that will: (1) Update the contact’s Enrollment Status property to ‘Dropped’, (2) auto-create a drop ticket with a status of ‘Drop In Process’ in the Drop pipeline and auto-assign the ticket to the applicable compliance associate, and (3) send the contact (student) an automated email containing a link to the (HubSpot-created) drop form.

        1. A drop is determined to be a pre-class drop if the deal that was marked as dropped was in the Enrollments pipeline. The opposite applies if the dropped deal was in the Service pipeline (drop is determined to be in-class).

      6. Once the drop ticket has been created, the Compliance and Admissions team will be expected to manually add the data that needs to be on the official Drop Refund Worksheet to the ticket record. There is a HubSpot workflow that automatically reassigns the ticket to the applicable party as the ticket is manually pushed through the drop pipeline.

      7. Once the ticket is pushed to the ‘Generate Drop Form’ status of the drop ticket pipeline, a HubSpot workflow will trigger a Zap (via a webhook) that runs a code snippet that will make an API call to GetAccept to auto-create the official Drop Refund Worksheet and attach a pdf copy of the completed document to the contact’s (student’s) HubSpot record.

        1. The Drop Refund Worksheet pdf will appear in the Attachments section of the HubSpot contact record. This also attaches a copy of the Drop Refund Worksheet pdf to the student’s file in ZQL (where it can be found for inspections).

      Notes:

      • All of the applicable drop process HubSpot workflows are located in the Drop Process folder of the Workflow section of HubSpot.

      • A Drop Reason property appears on 3 different HubSpot records (Deals, Contacts, and Tickets). In order for everything to work and flow as intended, any updates to one of these Drop Reason properties must be exactly copied to the other 2 as well. The specific names of the properties are listed below:

        • Deal - Drop Reason

        • Contact - Drop Reason

        • Ticket - Drop Reason (Internal and Student Drop Combined)

      • Any time an option is added to the Drop Reason properties, the options will also need to be added to the applicable If/Then statement branches of each of the following workflows: ‘Create Drop Review Task’, ‘Drop Triggers - Pre Class’, and ‘Drop Triggers - In Class’ workflows to ensure the automations work as intended.

      • The Create Drop Ticket property can be found in the left hand side of the contact records (without clicking to View All Properties).

       

      Concluding Future payments

       

      If a student still owes money, all future payments must be turned off in Paycove.

      1. Go to Paycove and search for students invoice.

      2. Scroll down to 'Edit Payments'

      3. Scroll down to 'Remove Unpaid Payments'

      4. Confirm 'Remove Unpaid Payments' and save.

       

      Concluding Enrollment in Canvas

       

      When a student is an lN CLASS DROP' we want to CONCLUDE their enrollment from the class in Canvas. This allows them to:

      1. No longer have access to our content and curriculum

      2. We are able to properly have them marked in our databases/up to date rosters

      3. We are still able to access their records for compliance and reporting purposes

      How to drop a student in Canvas:

      1. In Canvas, in the class you need to drop a student, click on ‘People’

       

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      1. You will see the roster of everyone in your class, including your instructors that have access.
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      2. Select the student you are dropping

      3. Once on their page, select ‘More User Details’

       

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      1. Select ONLY ‘Conclude this Enrollment’

        1. Selecting ‘Delete this Enrollment’ will delete ALL student records and this will cause issues for inspections and reporting.

       

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        1. After selecting conclude enrollment, you will be asked to confirm your selection. Please confirm this
      1. Then it will bring you to the same screen but now it will show an option to “Restore this Enrollment”
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      1. The student is now removed from the roster of the class and you are able to access their information from your admin panel under the people tab if you need information related to a particular student.