In order to facilitate all of the different ways that advising and other student success teams meet with students and organize their offices, we are introducing the concept of services. A service represents a group of advisors that can meet with students based on their location, the type of advising their offering, or any combination thereof.
What are services for?
Services are primarily intended to operate how queues appear in the forthcoming Kiosk feature. When launching the Kiosk, the Queue Manager selects which Location that Kiosk is being launched for. When signing into the Kiosk, students first select which service they’re there for, then select an advisor’s queue to join.
How are services configured?
Services (along with locations) are managed in the Configuration area (the Manage Services Configuration permission can be assigned in User Management). By default, each SSU already has a service enabled with all of the staff members assigned to that service, assigned to a default service location. Each SSU can have as many services enabled as necessary, with any combination of Locations. Additionally, you can assign any number of the staff members assigned to the SSU for a service.
On the services configuration tab, you can see all of the services configured for each SSU, including details about those Services, such as their location, the number of staff members assigned to the service, and whether the service is enabled.
You can use the “+ Add Service” button to create a new Service in an SSU. Alternatively, select the copy icon to create a new service as a copy of an existing service.
You can also enable and disable services on this page. If a service is enabled, it can be used when creating Walk-in Hours and will work with Queueing.
Creating a New Service
When creating a new service, whether from scratch or by copying, there are a few things you’ll need to configure:
Service Title: This is the name of the service as it appears to users, including students. Make sure you pick something that’s unique (not shared with another service) and clearly indicates what the service is for. (Example use cases can be found in the “Example User Cases” section below.)
Service Description: Use this area to describe the purpose of the service.
Service Locations: Select which locations the service is available for. When launching the Kiosk, the user selects the location they’re launching it for. All services with that location assigned are available on the kiosk. Once locations are selected, the configured address will display next to it. (See the “Location Configuration” section below for more details.)
- Service Members: Choose staff members to assign to the service from a list of staff members assigned to the SSU the service is in. Select multiple staff members by clicking on their name, then select the “Assign” button to add them to the service. Alternatively, you can use “Select All” to select all members of the SSU. Users that have been added to a service can select that service when creating walk-in hours.
- Queue Manager: By default, the Queue Manager is enabled for a new service. This allows one or more Queue Managers to be selected for the service.
- Select Queue Manager(s): Choose one or more Queue Managers for the service from a list of users with the Queue Management permission (which can be added in User Management). The Queue Manager for a service will be able to manage that service on the Queue Management page.
Users with the Services Configuration permission also have access to the Locations Configuration tab. When launching the Kiosk, the user selects the location they’re launching it for. All services with that location assigned are available on the kiosk. You can configure as many locations as you need, and can make them as general or specific as you need.
On the Locations Configuration tab, you can see the locations that have been configured (by default, a location is automatically created for each SSU) and details about each location. You can also edit or delete an existing location, or create a new location using the “+ Add Location” button.
Creating a New Location
Selecting the “+ Add Location” button allows you to create a new location.
- Location Name: Choose a descriptive name for the location. You’ll see this name when configuring locations for a service and when choosing a location to launch the Kiosk for.
- Location Address: Indicate the address of the location. This can be as specific or general as you need. This displays alongside the location.
Example Use Case
Locations and services are designed to be flexible so that you can make the best use of queuing and the Kiosk at your institution. Here are a couple of examples for how you might set up services.
Let’s say that you have an SSU for Academic Advising, and that the staff members in that SSU are split between advising first year students and general academic advising. All of your advisors work out of the Advising Center with a shared waiting area for walk-in appointments.
In this use case, you would create a single location called “Advising Center”. Then, you can create two services, “First Year Advising” and “General Advising”, both of which are configured with the “Advising Center” location.
When scheduling their walk in hours, the first year advisors will select the “First Year Advising” service. The remaining advisors would select “General Advising”.
When the kiosk is launched for the Advising Center, students will see two options when they log into the Kiosk: First Year Advising and General Advising.
Let’s say that you have a single SSU for academic advising, and all of your advisors meet with a mix of students. However, you have a couple of different office locations where students can meet with advisors for walk-in appointments: Building One and Building Two.
In this use case, you’d create two locations: Building One and Building Two. You’d also create two different services: Building One Advising and Building Two Advising.
When scheduling their walk-in hours, advisors will select a service depending on where they’ll be working that day: if at Building One, they’ll select Building One Advising.
When students sign into the kiosk for Building One, they’ll only see the advisors with walk-in hours assigned to the Building One Advising.