internal code policy - tips and additional detail
BOOK PACKAGE BUNDLED WITH A CODE
Scenario of Supervisor calls
> Midnight of 21st day expires (they will assume it's the day prior)
> 12:00am - the morning before in the registered time-zone
+ Attempt to clarify the midnight (12:00am) is the early morning of day set to expire not the next day
+ Guide the caller to the instructor's homepage for assistance with purchasing the Connect product
WRONG CODE IN PACKAGE
If a Supervisor is able to determine a global code issue across a course/section, he/she should immediately notify the Product Management Team.
Although CXG can replace the student's registration code, we can certainly take proactive steps to help correct the batch of codes (to prevent further support calls into the
center).
+ Supervisor should make sure that the front-line agents documents the case with the following information
~ Instructor's course URL (web address)
~ Student's registration code
~ Error message encountered when student is attempting to register for Connect (attached screenshot in case)
How to determine if there is a global code issue?
1 or more students (in the same course/section) encounters an error message when attempting to register for Connect using a registration code packaged within their
textbook.
See example error message(s) below:
Scenario of Supervisor calls
> Midnight of 21st day expires (they will assume it's the day prior)
> 12:00am - the morning before in the registered time-zone
+ Attempt to clarify the midnight (12:00am) is the early morning of day set to expire not the next day
+ Guide the caller to the instructor's homepage for assistance with purchasing the Connect product
WRONG CODE IN PACKAGE
If a Supervisor is able to determine a global code issue across a course/section, he/she should immediately notify the Product Management Team.
Although CXG can replace the student's registration code, we can certainly take proactive steps to help correct the batch of codes (to prevent further support calls into the
center).
+ Supervisor should make sure that the front-line agents documents the case with the following information
~ Instructor's course URL (web address)
~ Student's registration code
~ Error message encountered when student is attempting to register for Connect (attached screenshot in case)
How to determine if there is a global code issue?
1 or more students (in the same course/section) encounters an error message when attempting to register for Connect using a registration code packaged within their
textbook.
See example error message(s) below:
License expired - you can register for the free trial
Confirm if that is true (once the first 3 students are registered, free trial counts down)
NOTE: During the 3 week period (after the 3rd student registers for free trial, all students will have 21 days of free trial access)
Create account verifiers - email address, phone number, department
McGraw-Hill Avaya - account verifier
> Enter ISBN in case comments and check in SAT as well
> Agent tests code and if can replicate:
+ Check if code is redeemed
+ Replace code for correct text
> Rules:
+ If student is able to provide you with a code, you replace it
+ If the student has no code, no replacement will be given
+ If the caller is unable to decipher the code, the agent should send student an email from the case and request that they attach a picture of the access card from
their smart phone or any photo capturing device
+ Agent should enter the code into the case and take steps to replace the code and register
Connect for Connect
+ Send back to place of purchase if it is a different product code: OLC > CONNECT OR CONNECT REGULAR > CONNECT PLUS
~ Use SAT to determine type of code
> shop.mcgraw-hill.com to purchase - online bookstore
+ Complete purchase, select delivery method
+ Online instructions below:
+ If the student selected Access Card - it is mailed out to you 7-14 days
Confirm if that is true (once the first 3 students are registered, free trial counts down)
NOTE: During the 3 week period (after the 3rd student registers for free trial, all students will have 21 days of free trial access)
Create account verifiers - email address, phone number, department
McGraw-Hill Avaya - account verifier
> Enter ISBN in case comments and check in SAT as well
> Agent tests code and if can replicate:
+ Check if code is redeemed
+ Replace code for correct text
> Rules:
+ If student is able to provide you with a code, you replace it
+ If the student has no code, no replacement will be given
+ If the caller is unable to decipher the code, the agent should send student an email from the case and request that they attach a picture of the access card from
their smart phone or any photo capturing device
+ Agent should enter the code into the case and take steps to replace the code and register
Connect for Connect
+ Send back to place of purchase if it is a different product code: OLC > CONNECT OR CONNECT REGULAR > CONNECT PLUS
~ Use SAT to determine type of code
> shop.mcgraw-hill.com to purchase - online bookstore
+ Complete purchase, select delivery method
+ Online instructions below:
+ If the student selected Access Card - it is mailed out to you 7-14 days
+ Attempt to register for the free trial - instruct to allow 7-14 days to receive code and provide next steps to upgrading access when code is received
+ If student selected access card, has already consumed the free trial and needs immediate access request proof of purchase
+ Send student an email from the case requesting they attach the email confirmation from purchase or use their smart phone to take a photo of the receipt
+ Once received, verify purchase ISBN, generate code in SAT and register student for access
+ Confirm accessibility and inform student code received in mail is no longer valid/active and should be discarded upon receipt
> Ecommerce - purchasing
BRAND NEW CODE REGISTERED TO ANOTHER STUDENT
> Send caller back to point of purchase
+ Seller may be able to provide additional options for caller
+ Front-line agent should never provide SAT information to the caller unless authorized by Supervisor
> ACTION - move to another line to refer back to point of purchase - Completed see updated grid
> Dropped course and wants to retake
+ Caller must have access code or original email address registered
+ Front line agent verifies in SAT that code was registered by the caller within the last 6 months (equal to a semester)
+ Agent generates code and registers student with the same email address originally registered email cannot be changed
+ Agent confirms access to instructor's course
> Revise line 11 - look at action - Completed see updated grid
STUDENT LOST CODE
> No free code is given, direct caller to free trial or purchase through instructor's course
> NO is NO
+ Recommend Free Trial
THIRD PARTY - AMAZON, CHEGG (supposed to come with a code)
> Purchased products from MHE
+ Send student an email from the case and request they attach the email confirmation from seller of purchase or use their smart phone to take a photo of the receipt
+ Once received, verify purchase ISBN if listed on receipt, generate code in SAT and register student for access
+ Confirm accessibility
> Products purchased from students
> Chegg - codes will be in SAT
LICENSE EXPIRED - you can register for free trial
> Confirm if that is true (once the first 3 students are registered, free trial counts down)
> Create account verifiers - email address, phone number, department
> Mcgraw-Hill Avaya - account verifier
FREE TRIAL AND/OR BUY ONLINE OFFERS ARE UNAVAILABLE WHEN STUDENT ATTEMPTS TO REGISTER FOR THEIR INSTRUCTOR'S CONNECT COURSE/SECTION
If a student(s) attempts to register for Connect, however, the Free Trial and/or Buy Online (eCommerce) offers are unavailable, this will require immediate escalation to the
Triage queue. The Supervisor should make sure that the front-line agent documents their case using the appropriate Escalation Article.
NOTE: This issue may occur for several reasons (all in which require verification outside of CXG)
+ If student selected access card, has already consumed the free trial and needs immediate access request proof of purchase
+ Send student an email from the case requesting they attach the email confirmation from purchase or use their smart phone to take a photo of the receipt
+ Once received, verify purchase ISBN, generate code in SAT and register student for access
+ Confirm accessibility and inform student code received in mail is no longer valid/active and should be discarded upon receipt
> Ecommerce - purchasing
BRAND NEW CODE REGISTERED TO ANOTHER STUDENT
> Send caller back to point of purchase
+ Seller may be able to provide additional options for caller
+ Front-line agent should never provide SAT information to the caller unless authorized by Supervisor
> ACTION - move to another line to refer back to point of purchase - Completed see updated grid
> Dropped course and wants to retake
+ Caller must have access code or original email address registered
+ Front line agent verifies in SAT that code was registered by the caller within the last 6 months (equal to a semester)
+ Agent generates code and registers student with the same email address originally registered email cannot be changed
+ Agent confirms access to instructor's course
> Revise line 11 - look at action - Completed see updated grid
STUDENT LOST CODE
> No free code is given, direct caller to free trial or purchase through instructor's course
> NO is NO
+ Recommend Free Trial
THIRD PARTY - AMAZON, CHEGG (supposed to come with a code)
> Purchased products from MHE
+ Send student an email from the case and request they attach the email confirmation from seller of purchase or use their smart phone to take a photo of the receipt
+ Once received, verify purchase ISBN if listed on receipt, generate code in SAT and register student for access
+ Confirm accessibility
> Products purchased from students
> Chegg - codes will be in SAT
LICENSE EXPIRED - you can register for free trial
> Confirm if that is true (once the first 3 students are registered, free trial counts down)
> Create account verifiers - email address, phone number, department
> Mcgraw-Hill Avaya - account verifier
FREE TRIAL AND/OR BUY ONLINE OFFERS ARE UNAVAILABLE WHEN STUDENT ATTEMPTS TO REGISTER FOR THEIR INSTRUCTOR'S CONNECT COURSE/SECTION
If a student(s) attempts to register for Connect, however, the Free Trial and/or Buy Online (eCommerce) offers are unavailable, this will require immediate escalation to the
Triage queue. The Supervisor should make sure that the front-line agent documents their case using the appropriate Escalation Article.
NOTE: This issue may occur for several reasons (all in which require verification outside of CXG)