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Finish any outstanding items and review the Check In documents.

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You will receive an email inviting you to participate in online courses. Complete the following courses (Approximately 1 hour).

Orientation for School Health Management

Details for School Health Management

Nurse Track Scenarios

Office Visits Learning Path

Note: Some of the screens show the legacy screens for the product, but the functionality is similar.

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Let's Review! Meet with a team member to review, ask questions and share best practices.

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To continue deeper learning in School Health Management and Zendesk. Begin applying what was learned week one to real world scenarios.

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To continue deeper learning in School Health Management and Zendesk, begin applying what was learned week one to real world scenarios.

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Catch up day! Please complete any outstanding videos, trainings or documentation review. Please reach out with any questions.

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To gain an understanding of the Zendesk application utilized for the School Health Management ticket queue.

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Begin to explore and navigate the Learning Center for School Health Management. This is the documentation that will be used to resolve cases.

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Welcome to Frontline Education and the School Health Management team!

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Review which software applications you will be utilizing, and become acquainted with some School Health Management acronyms and verbiage.

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Begin to explore and navigate School Health Management. Review the training courses to better familiarize yourself with the software.

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What have you learned about Zendesk? Please take this quiz (if you cannot access it, let Susan know)

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Microsoft Forms - Easily create surveys, quizzes, and polls.

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Easily create surveys and polls to collect customer feedback, measure employee satisfaction, and organize team events. Quickly create quizzes to measure student knowledge, evaluate class progress, and focus on subjects that need improvement. Microsoft Forms automatically provides charts to visualize your data as you collect responses in real time.

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Join a team member to review your test tickets and answer questions and concerns.

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Please review this short School Health Management overview video.

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Join a team member to review tickets in the queue and discuss tips and tricks to resolve issues.

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We have 3 Frontline Zendesk Training courses for you to complete. Please keep in mind that some materials will not be applicable to our team (Chat function). These courses include slides and videos.

The first course is designed to be a basic, high-level overview to cover the tool itself. It takes about 15-20 minutes to complete.
https://help.frontlinek12.com/Courses/Zendesk/Zendesk%20Basics/story_html5.html?lms=1

This is the Deep Dive advanced course. It should take under 30 minutes to complete and is specific to Frontline.  You are encouraged to be logged into Zendesk while working through this course. Please disregard the phone and chat sections!
https://help.frontlinek12.com/Courses/Zendesk/Agents/Zendesk_Agents/story_html5.html

Finish up with the Security Escalation Course.
https://www.brainshark.com/1/player/frontlinetechnologies?pi=zH6zM9wYIzXAgPz0&r3f1=&fb=0
The Confluence page with the Escalation Policy: https://frontlinetechnologies.atlassian.net/wiki/spaces/SEC/pages/372605349/CS+Security+Escalation+Policy

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Introductory video for the Learning Center: https://frontlinetechnologies.wistia.com/medias/ct0d1wiqbt

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Welcome to the Learning Center (General)

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Do well by doing good

Cultivate trusting relationships

Embrace diversity

Pursue growth

Build value

Enjoy the journey

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We use many different applications each day. Please review the My Apps page document below to become familiar with these commonly used applications on the My Apps Page.

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How do clients contact the Support Team?

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How do clients contact the Support Team?

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Here is the Contacting Support article from the Learning Center with the ways clients contact the Support Team.

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Log into the training site and complete these actions:

Add a student to your "To Do" List on your dashboard

Give a student a non-medical alert with a pick up restriction

In the Reports section, locate all the reports for Office visits

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Below are helpful tutorial links from the Zendesk Support knowledge base.

Please review.
https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Zendesk-Support-agent-interface?use_theme_settings=..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252F..%25252Fetc%25252Fpasswd%252500.jpg
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https://support.zendesk.com/hc/en-us/articles/203690856
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https://support.zendesk.com/hc/en-us/articles/203690836

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Review the Basics & Tips and the Popular Questions sections.
Continue to explore and read the resources available in the Learning Center. You need to be signed into a training site to access the Learning Center. You can use the one you signed into yesterday!

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Robert Sweeney, Senior Manager, Client Support

Arleta Chambers, Support Manager

Leah Farmer, Senior Client Support Analyst

Latonia Whetstone, Senior Client Support Analyst

Michael Wood, Senior Client Support Analyst

Terri Bull, Client Support Specialist

Marvin Cleofas, Contractor

Susan Sampson, Client Support Operations Analyst

t

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School Health Management Acronyms and Terms

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School Health Management Acronyms and Terms

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Terms to help you better understand SHM.

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Complete/review any courses that you have not already completed from the previous days.

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Please complete the document below and send it to Arleta and Susan.

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Slack is the Frontline Education direct messaging system. Connect with members of your team individually and via the channels listed below.

#cs-support-shm: Cross-team collaboration for the SHM Support Team

#start-of-school-hm-support: SHM Support Team questions, concerns and knowledge share

#cs-zendesk: Questions/comments/concerns/ideas about Zendesk from all team members and solutions

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View the virtual trainings sessions below:

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View the virtual trainings sessions below:

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Training site URL: https://app.healthofficeanywhere.com/Anywhere_Training03/Security/SignIn.aspx
Please pause the recording when there are activities you are asked to complete. You will be signing into the site as a nurse using the information below:

Login = nurse1 or nurse2
Password = nurse (same password for both logins)

Please complete Part 1 and Part 2 - view them here

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Please complete the Check In  document below and share it with Arleta Chambers: achambers@frontlineed.com and Susan Sampson: ssampson@frontlineed.com

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Review the Learning Center information and when you are ready, complete this short quiz:
https://forms.office.com/r/nCEqBVg74m

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Learn more about using Slack, the Frontline Education direct messaging system by reading this information:

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We're here to help you learn about Slack. Browse our collection of helpful articles and videos and find answers to your questions quickly.

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Please complete any trainings that you have not finished.

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Viewing Previous Tickets For a Requester   

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Work with a team member to help solve tickets, share ideas, tips and strategies for success!

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Please complete the Check In document:

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You will be assigned some "test" Zendesk tickets to review and try to resolve. Login into Zendesk and check your " My Unsolved Tickets".

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Meet with a team member by setting up a Zoom meeting invite for today. Review the Zoom settings, how to request remote control, and ask any questions!

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Please complete the Check In  document below and share it with Arleta Chambers: achambers@frontlineed.com and Susan Sampson: ssampson@frontlineed.com