Capella UniversityLearner Technical Support – Introduction / Overview

Learning Objectives

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Review Capella University background and understanding our support role as a LTS Representative.

Understand the terminology of the departments Learners can be referred to.

Understand the systems that will be utilized not only by Capella Learners, but as a LTS Representative.

Review the Scope of Support that we will be providing to Capella Learners.

Understand the modules via practice calls and listening to calls.

Recap on common issues that is commonly seen with Capella tickets.

Introduction

• Who is Capella University?– For profit undergraduate and graduate online university.– Capella University is located in Minneapolis, MN.– Non-traditional students – Large percentage of which are enrolled

in graduate programs.– Learner’s are able to access multiple applications online– All coursework is completed online (There are no residential dorms

or hybrid courses).– Average Age for a Capella Learner is 40.

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Department Terminology

• Academic Technical Support (ATS)– Department responsible for all escalated cases.– Department responsible for non-Learner inquiries (i.e. Faculty and Staff members.

We will inform faculty members to contact Faculty Support for any faculty / staff related issues. A ticket is required to be created for all faculty and staff issues.)

• Enrollment Services– Department responsible for any prospective Learners interested in applying at

Capella.– Department responsible for application processing, application fees and general

questions about the application for enrollment.

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Department Terminology (Continued)

• Academic Advising– Department responsible for course planning, grades and academic support for

currently enrolled Learners.– Department is also an advocate to the Learner, especially if the Learner is having

difficulties contacting their instructor.

• Learner Records– Department responsible for transcript inquiries.– Department responsible for Graduation application timelines and enrollment

verification letter requests.

• Financial Aid / Billing– Department responsible for general questions about Financial Aid or account

balances.– Department responsible for items missing within their Financial Aid after basic

troubleshooting from our support team.

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System Terminology

• CRM– Customer Relations Management– Location of account sensitive information and check on escalated cases.– Access point to check course enrollments and the status of the Learner’s

application.

• iGuide– Learner Central Portal to access all necessary sites and resources.– Learners are able to access specific applications through iGuide (Access

Courseroom, Learner email, Library Database, Financial Aid information and other resources that are available)

• Courseroom– This is a Blackboard based platform used for viewing/submitting all required

assignments and discussions for the course.– Advisors will have System Admin privileges within Courseroom to do perform course

troubleshooting.

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System Terminology (Continued)

• Adobe Connect– Collaborative tool that Learners use when completing assignments or have to

complete a presentation.– We will be utilizing Adobe Connect for Screen Sharing, if a Learner is requesting

screen share or if there are circumstances screen share is needed.

• Gateway– System that is used to trigger Account Recovery Emails for Learners– We can verify that the email address that they have on record is a valid email before

triggering the emails for the Learner to reset their password.

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Capella Start-Up File

• We have a Capella Start Up File that is located in your course. This will launch all the necessary applications that you will need to support Capella calls.– To access the start up file, you will need

to follow the current location path:o http://studentservices.blackboard.com >

Capella New Hire / Master Course > Course Modules > Operations / Refresher Training > HDC Startup File

– This will launch the following applications, once you download and run the file:o CRM

o Gateway

o ePortfolio

o Courseroom (Front Door)

o iGuide

o Adobe Connect

o Spark

o And much more!

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Spark

• As an advisor for Capella, you are expected to sign into Spark prior to the start of your shift.– Signing in is important for your success, as we have tenured advisors that are more

than willing to assist with any questions that you may have.– One of our ATS representatives is in the Spark room during business hours that will

be able to assist you with any questions that you may have, along with our Capella Partnership Manager.

• To access the Capella Chat Room, you will need to do the following:– Launch Spark from the Desktop or by going to start and typing Spark as the

keyword.– You will want to join the conference room that is labeled “HDC”.– The password to access the HDC Conference Room will be batman. Once you are

connected, you will notice a list of all Capella advisors / support personnel, who will be happy to assist you!

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Spark (Continued)

• The illustrations listed, will show you how to access the Spark Conference Room that you are expected to utilize prior to the start of your shift. The first thing you will do is launch Spark from the Desktop by clicking on the Spark icon, or you can go to start and type “Spark” to launch the application as shown below:

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Spark (Continued)

• Once you are signed into spark, you will want to go to Actions and select Join conference room. You will locate the HDC conference room in the list and enter the password batman. Click Ok, to join the chat room that you will utilize if you need assistance at anytime.

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Support Overview

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Support Overview

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Capella UniversityLearner Technical Support – Introduction / Overview