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CAP TS Facilitation Guides
Day 1
Welcome to Pearson!
Expectations 1
Expectations 2
Expectations 3
Training Roadmap
Training Roadmap
Introductions
Introductions
Break
Break
System Check
Systems Access Check
Pearson History
Pearson History
Pearson History pg2
Pearson History pg3
Pearson History pg4
Pearson History pg5
Pearson History pg6
Pearson History pg7
Pearson History pg8
Pearson History pg9
Pearson History pg10
Intro to Clinical
Introduction to Clinical
Agenda
How We Are Connected
Clinical Assessment Organization
Clinical Assessment Departments
Clinical Assessment Departments
Customer Experience - US (Onshore)
Customer Experience - CNX
Pearson's Purpose
Pearson's Purpose
Pearson's Purpose
Pearson's Purpose
Pearson's Values - Video Intro (0:45)
Pearson's Values
Pearson's Purpose
Customer Experience Priorities
Questions?
Lunch
Lunch
CARE Intro
CARE Introduction
CARE Introduction pg2 - Agenda
CARE Introduction pg3 - Acronym
CARE Introduction pg4 - Framework
CARE Introduction pg5 - 2023 Goals
CARE Introduction pg6 - NPS
CARE Introduction pg7 - Roses
CARE Introduction pg8 - Thorns
CARE Introduction pg9 - CONNECT
CARE Introduction pg10 - ANALYZE
CARE Introduction pg11 - RESOLVE
CARE Introduction pg12 - ENHANCE
CARE Introduction pg13 - Questions?
Welcome to CAP TS
Welcome to CAP TS!
Welcome to CAP TS pg2 - Mantra
Welcome to CAP TS pg3 - Mission Statement
Welcome to CAP TS pg4 - Confidentiality
Welcome to CAP TS pg5 - PII
Welcome to CAP TS pg6 - PII Cont'd
Welcome to CAP TS pg7 - Incident Management Team
Welcome to CAP TS pg8 - Policies pg 1
Welcome to CAP TS pg9 - Policies pg 2
Welcome to CAP TS - Questions?
Intro to CAP TS Support Team
Intro to CAP TS Support Team
Andrea Press
Palmira Barajas
Rogelio Calderon
Jasmine Holladay
Josh Duran
Chrissie Bush
Joe Murray
Jackson Johll
Lance Bell
Michael Howard
Blair Bridges
Kathie Sandoval
Martha Rojano
Champ Expectations - Scope of Support
Champ Expectations - Attendance
Champ Expectations - Communication
Champ Expectations - Case Management
Questions?
Break
Break
Courses
Courses
Debrief: Day 1
Debrief
Day 2
Systems Access Check
Icebreaker
Day in the Life of a CAP TS Champ: Daily Tasks
Day in a Life: CAP TS Champ
Day in a Life: Tasks
Questions?
The HUB
The Hub - Walkthrough
The Hub - Demo (13:15)
The Hub - My Apps (1:56)
The Hub - myHelp (4:09)
Break
Break
Website & point Intro Walkthrough
Website Intro and Walkthrough
Website Video (21:54)
.point Intro and Walkthrough
.point Demo
Website/point: Explore Activity
Website/point: Explore Activity
point. Activity 1
point. & Website Activity 2
point. & Website Activity 3
CAP Assessment Portfolio
CAP Assessments Portfolio Overview
ACTIVITY: point Scavenger Hunt
What is CAP?
Response to Intervention (RTI)
Assessment Goals
Who Uses CAP Products?
CAP Product Administration
CAP Product Scoring
Common Terms: Import
Common Terms: Export
Common Terms: Rostering as a Service (RAAS)
Common Terms: Automated Batch Importing (ABI) Setup Support
Common Terms: DEV Escalation
Common Terms: CAP JIRA
CAP Products: AW+ | DRA3 | R360
aimswebPlus
Product Overview
Agenda
Product Overview 2
How It Works
Product Details
Administration
Scoring
Ordering
Ordering
aimswebPlus Add-ons
aimswebPlus Canada
aimswebPlus Unlimited
PD & Training Options
AW+ Scope & Sequence: User Account Management Support
Account Management Support
Report Assistance: Student | Group | Platform Reports
Import | Export Support
Rostering as a Service (RAAS) | Automated Batch Importing (ABI) Setup Support
TestNav | App Support
Test Administration Support
DEV Escalation | CAP JIRA
Outside CAP TS Scope of Support
DRA Overview
DRA Overview
Review360 Overview
Review360 Overview
CAP Products: PW | ATP
NNAT3 Overview
TELL Overview
GRADE Overview
GMADE Overview
point.
CAP TS Scope & Support
Q&A
Lunch
Lunch
OneCRM Platform
OneCRM Platform and Walkthrough - Title
Agenda
Introduction to Salesforce Title
Introduction to Salesforce
Accessing Salesforce
Accessing Salesforce
Viewing Open Cases
Customizing 'My Open Cases'
Customizing 'My Open Cases'
Display Icons
Locating Existing Cases - Title
Searching in Salesforce
Search Bar Display
Searching by Case Number
Searching by Email Address
Searching by Email Address
Accounts and Contacts Page Display
ACTIVITY - Search OneCRM
Create a Contact - Title
How to Create a Contact
How to Create a Contact pt2
ACTIVITY: Creating a Contact
Creating a New Case and Case Metrics - Title
Starting a New Case
New Case Display
Case Metrics
Case Metrics Document
Case Metrics Document cont.
Case Metrics Document cont.
Additional Case Fields
Sample Case
ACTIVITY: Creating a New Case
Cloning a Case
Reopening a Closed Case
Updating a Case - Title
Updating a Case 1
Updating a Case 2
Transferring a Case - Title
How to Transfer a Case
Changing the Case Record Type
Case Notes - Title
Case Notes
Case Notes
Dos and Don'ts
What is PII?
Examples of PII
Good Case Note Sample
Bad Case Note Sample
ACTIVITY: Adding Case Notes
Emails - Title
Email
Email Templates
Email Templates
Email Creation
Making Changes to Emails
Email Approval Example
ACTIVITY: Sending an Email
Closing a Case - Title
How to Close a Case
How to Close a Case 2
Good Resolution Notes Sample
Bad Resolution Notes Sample
ACTIVITY: Closing a Case
KB Articles - Title
KB Articles - How to Search
KB Articles - Example
Questions?
OneCRM Review & COL
OneCRM Review & COL
Debrief: Day 2
Debrief
Day 3
Systems Access Check
Icebreaker
Laivly Overview
SIDD | Systems Integrated Distributed Dashboard - Title
SIDD - Analyze Case
SIDD - Bringing Up the Account
Account Info and Next Steps
SIDD - Complete Case Details
SIDD - Case Notes
SIDD - Case Notes cont.
SIDD - Tabs
OneCRM + SIDD Demo
Questions?
Break
Break
CARE: Intro Review
CARE Intro Review
Call Evaluation Form
CARE: Emotional Intelligence
CARE: Emotional Intelligence
Emotional Intelligence
Emotional Intelligence pg 2
Emotional Intelligence pg3 (14:15)
Video Debrief
Emotional Intelligence pg4 - Soft Skills
Emotional Intelligence pg5 - Characteristics
Emotional Intelligence pg6 - Characteristics
Emotional Intelligence pg7 - Practice
Emotional Intelligence pg8 - Questions
Day in a Life: Call Listening AWPlus Call
Day in a Life: Call Listening - AWPlus
Call 1 (8:05)
Lunch
Lunch
AWPlus Management Console Intro and Navigation
AimsWeb+ Management Console: Intro and Navigation - Title
Login Page
Welcome Page
the HOME tab
the CUSTOMER SUPPORT tab
User Account Acccess
Locating a User Account
Locating a User Account - Search Results
Locating a User Account - Auditing Alert
Locating a User Account - Live Account Indicator
Questions?
AWPlus Navigation BTS - Home Page
AimsWeb+ Navigation Title
aimswebPlus - Home (Title)
the Waffle icon
Notification Bell
My Settings
Change Password Requirements
Exiting AWPlus
How Can We Help
Contact Us
Questions?
Break
Break
AWPlus Management Console Intro & Navigation Demo + Activity
AWPlus Management Console Intro & Navigation Demo + Activity
Debrief
Debrief: Day 3
Day 4
Systems Access Check
Icebreaker
AWPlus Management Console Intro & Navigation: Review
AWPlus Management Console: Confirmation of Learning
Break
AWPlus Navigation BTS - Account Management pt 1
AWPlus Navigation - Account Management pt 1 - Title
Contents
Account Settings and Utilities
Menu Views - Account Settings - Assessments
Menu Views - Account Settings - Automated Batch Import
Menu Views - Account Settings - Configuration
Menu Views - Account Settings - Permissions
Menu Views - Account Settings - Spring Targets
Contents
Lunch
Lunch
AWPlus Navigation BTS - Account Management pt 2
AWPlus Navigation - Account Management pt 2 - Title
Contents
Exports - Title
Exports
Exports
Imports - Title
Imports
Interventions - Title
Interventions
Notification History - Title
Notification History
Notification History - Columns
Proctor Caching Settings - Title
Adding/Editing Proctor Caching
Subscription Information - Title
Subscription Information
Test Assignment - Title
Test Assignment Selection
Test Assignment Overview
Test Assignment Overview
User Account Management - Title
User Account Management
Add User
Edit User
Additional Roles
Change Primary Roles
Change Role Type
Delete Role Type
Unlock/Reset Password
User Password Reset
Deactivate User
Delete User
Questions?
AWPlus Navigation: Exports
AWPlus Navigation - Export - Title
What is an Export
How to access Exports
Exporting a Score File - Title
How to Export a Score File
Export Request Submit Screen
Score Export File - Layout
Exporting a Roster file - Title
How to Export a Roster File
Export Request Submit Screen
Export Roster File - Layout
Exporting a User File - Title
How to Export a User File
Export Request Submit Screen
Export User File - Layout
Questions?
Break
Break
AWPlus Nav BTS - Account Management Demo & Activity
AWPlus Nav BTS - Account Management Demo & Activity
Debrief
Debrief
Day 5
Systems Access Check
Icebreaker
Training Roadmap
Week 1 Review: Champion Teachback
Review: Emotional Intelligence
Recap
Break
Break
CARE: CONNECT
CONNECT - Title
CONNECT - Be Human
CONNECT: Agenda
Relate and Build Rapport
Relate and Build Rapport
Relate and Build Rapport
Relate & Build Rapport: Let's Talk
Relate & Build Rapport: Active Listening - Best Practices
Relate & Build Rapport: Active Listening: Activity (4:39)
Setting Expectations
Setting Expectations
Setting Expectations: Verification
Verify Account: Maintain HIPAA and PCI Standards
Verification Requirements
Verification: Ask, Don't Tell
Take Ownership
Take Ownership
CONNECT: Be Human
Practice
Questions?
Lunch
Lunch
CARE: CONNECT Call Listening
Call Listening
CONNECT: Call 1 (6:45)
OneCRM Roleplay
Activity: Roleplay (OneCRM Practice + Connect)
OneCRM + Connect Roleplay Outline
Break
Last Break
Import Webinar
Import Webinar
Debrief
Debrief
Day 6
Icebreaker
Systems Access Check
AWPlus Navigation BTS - Account Management: Review & COL
Break
Break
AWPlus Imports BTS
AWPlus Imports - Title
Roster Import Templates - Title
Roster Template - Layout
Roster Template - Conditional Required Fields
Roster Template - Layout
Roster Information
Downloading the User Template - Option 1
Downloading the User Template - Option 2
User Template - Layout
User Template - Conditional Required Fields
User Template - Role Codes
User Template - Template
Platform Cross-checking
Beginning the Import Process - Title
Import - part 1
Import - part 2
The Import Button
Pre-Validation
Import Job Pending
Import Job - Status Variations - Title
Warnings
Failures
Questions?
AWPlus Imports: Demo & Activity
AWPlus Imports: Demo & Activity
Lunch
Lunch
AWPlus Imports BTS: Review & Confirmation of Learning
AWPlus Imports BTS: Review & Confirmation of Learning
AWPlus Navigation BTS - Student Management pt 1
AWPlus Navigation - Student Management pt 1- Title
Student Management pt 1- Class List
Class List - Classes Unassigned
Class List - Classes Assigned
Class List - Class Details
Class List - Edit Class
Class List - New Class
Student Management pt 1- District List
District List
District List - District Details
District List - Edit District
Student Management pt 1- My Student Groups
My Student Group - Page
My Student Group - Creating a New Group
My Student Group - Viewing Student Groups
My Student Group - Editing Student Groups
My Student Group - Editing Student Groups pt 2
Student Management pt 1- School List
School List
School List - Edit School
School List - School Details
Student Management pt 1- Student Roster
Student Roster
Student Management pt 1- Student Roster Types
Student Roster Status
Student Roster - District Roster
Student Roster - School Roster
Student Roster - Not on a District Roster
Student Roster - Not on a School Roster
Student Management pt 1- Add New Student
Student Roster - Manually Add New Student
Student Roster - New Student
Student Roster - User Rights
Student Management pt 1- Roster Selected Students
Student Roster - Roster Selected Students
Student Roster - Current Roster to New Roster
Student Roster - Keep On Current Roster + Add to New Roster
Student Management pt 1- Roster Custom Groups
Custom Groups - Student Selection
Custom Groups - Student Selection for Custom Group
Custom Groups - Change Roster Type and Select Group
Custom Groups - View Created Group
Student Management pt 1- Delete Student
Student Roster - Delete Students
Student Roster - Student Deletion Confirmation
Questions?
Break
Break
Debrief
Debrief
Day 7
Icebreaker
Systems Access Check
AWPlus Navigation BTS - Student Management pt 2
AWPlus Navigation - Student Management pt 2 - Title
Student Search
Student Search Overview
Student Management pt2 - Student Profile
Student Profile
Student Profile - Details
Student Profile - Information
Student Profile - How to Edit (Step 1-2)
Student Profile - How to Edit (Step 3)
Student Profile - Summary of Steps
Student Profile - Notes
Student Profile - Notes
Student Profile - Add/Edit Notes
Questions?
Break
Break
CARE: Analyze
ANALYZE: Title
ANALYZE - Gather Information
ANALYZE: Agenda
Review: CONNECT
Effective Questioning
Asking the Right Questions (14:15)
Types of Questions
Open-Ended Questions
Probing Questions
Close-Ended Questions
ACTIVITY: I Wonder...
Professional Call Handling
Professional Call Handling: Best Practices
Silence & Mute
Hold Please
Clarifying & Paraphrasing
Clarifying & Paraphrasing
Resetting Expectations
Resetting Expectations
ANALYZE: Gather Information
Practice
Questions?
Lunch
Lunch
CARE: Analyze Call Listening
Call Listening + ANALYZE
Call 1 (8:23)
Activity: Roleplay (Website/.point practice + ANALYZE)
Break
Break
AWPlus Navigation BTS Student Mgmt: Demo & Activity
AWPlus Navigation BTS Student Mgmt: Demo & Activity
Debrief
Debrief
Day 8
Icebreaker
AWPlus Navigation Student Management: Review & Confirmation of Learning
Navigation Student Management: Review & Confirmation of Learning
Break
Break
Benchmarking Webinar
Benchmarking Webinar
AWPlus Benchmarks 22-23 Pt. 1
TestNav - Title
TestNav Measures
TestNav Login Screen
TestNav Webinar (60:08)
Lunch
Lunch
AWPlus Benchmarks 22-23 Pt. 2
AWPlus Benchmarks pt 2 - Title
Benchmark Windows
Assessment Types
Computer Adaptive Testing - Title
Computer Adaptive Testing
Benchmark Comparison
Benchmark Comparison Screen
Benchmark Comparison - Percentile View
Benchmark Comparison - Tiers View
Composite Score
DRF Measures - Early Literacy for Grades K-1
DRF Measures - Early Numeracy for Grades K-1
DRF Measures - Accessing Early Literacy DRF
Oral Reading Fluency DRF - Grades 1-8
Questions?
AWPlus Benchmarks pt. 3
AWPlus Benchmarks pt 3 - Title
Test Assignment List
Unlocking Test Tickets
Resume a Test
Classic Measures - How to Enable
Classic Measures - How to Enter Scores
BASC™-3 BESS
BASC™-3 BESS - How to Access
Shaywitz DyslexiaScreen
Shaywitz DyslexiaScreen - Video (2:54)
Shaywitz DyslexiaScreen - How to Access
Rapid Automatized Naming (RAN)
Break
Break
AWPlus Benchmarks Demo & Activity
AWPlus Benchmarks Demo & Activity
Debrief
Debrief
Day 9
Icebreaker
AWPlus Benchmarks: Review & COL
Break
Break
CARE: Resolve
RESOLVE: Title
RESOLVE: Offer Solutions
RESOLVE: Agenda
Review: ANALYZE
Systems & Resources
Presenting Solutions
Overcoming Objections
Documentation
ACTIVITY: Document! Document! Document! (0:55)
Documentation: Best Practices
Documentation: Stay on the Phone!
RESOLVE: Recap
Practice
Questions?
Lunch
Lunch
CARE: Call Listening
Call Listening + RESOLVE
Call 1 (8:12)
CARE: Resolve Roleplay
Activity: Roleplay (RESOLVE)
Roleplay Scenario 1
Roleplay Scenario 2
Roleplay Scenario 3
Roleplay Scenario 4
Break
Break
AWPlus Navigation BTS - Remaining Tabs
AWPlus Navigation - Benchmark tab
Benchmark - Benchmark Comparison
Selecting a Roster
Benchmark Comparison Overview
Assess Column Icons
AWPlus Navigation - Monitor tab
Monitor
Monitor - Overview
Survey-Level Assessment (SLA)
AWPlus Navigation - Additional Screeners tab
Rapid Automatized Naming (RAN)
SSIS SEL Edition
BASC-3 BESS - Teacher Form
BASC-3 BESS - Student Form
Shaywitz DyslexiaScreen
AWPlus Navigation - Individual Reports tab
Individual Report Options
AWPlus Navigation - Group Reports tab
Group Report Options
Questions?
Debrief
Debrief
Day 10
Systems Access Check
Icebreaker
Training Roadmap
Week 2 Teachback
Break
Break
AWPlus Progress Monitoring
AWPlus Progress Monitoring - Title
Progress Monitoring - Definition
Monitoring with AWPlus
What Measures Should I Use? - Title
What Measure Level Should I Use? - Title
Considerations to Make Before Setting Up a Monitoring Schedule
Scores Snapshot Report
Assessment Matrix
Assessment Matrix - SBAs
Assessment Matrix - Early Numeracy and Math
Survey Level Assessments
Survey Level Assessments - Grades 2-12
Quick Steps for Progress Monitoring - Title
Progress Monitoring Recommendation
Creating a Goal
Goal Details Screen
Selecting a Target Goal Score
Adding an Intervention
Saving the Goal
Progress Monitoring with a Survey Level Assessment (SLA) - Title
Survey Level Assessment
Accessing the SLA screen
Assigning SLAs
Creating a Goal from the SLA Score
Viewing and Expiring Progress Monitoring Schedules - Title
Monitor Screen
Monitor Screen
Monitor Screen
Viewing Expired Schedules
Expiring Progress Monitoring Schedules
Ending a Monitoring Schedule
Questions
Progress Monitoring Webinar
Progress Monitoring Webinar (66:17)
Lunch
Lunch
Progress Monitoring: Review & COL
Progress Monitoring: Review & COL
AWPlus Navigation BTS - Reports
AWPlus Navigation: Reports - Title
Benchmark Summary Report
Monitor Summary Report
AWPlus Navigation: Group Reports - Title
Benchmark Distribution Report
Scores and Skills Plan Report
Norms Tables Report
ROI Growth Norms
Tier Transition Report
Tier Transition Details Report
RAN Risk Report
Shaywitz Aggregate Report
Shaywitz Risk Report
Group Report Options
AWPlus Navigation: Individual Reports - Title
Student Profile Report
Individual Benchmark
Individual Monitoring
Scores Snapshot
Skills Plan
Individual Skills Analysis: Math
Survey Level Assessment
Completed DRF Assessment
Individual Report Options
AWPlus Navigation: Additional Screener Reports - Title
BASC-3 BESS Results
BASC-3 BESS – Review360 Reports
RAN Results
Individual RAN Report
Dyslexia Screening
Individual Report (Shaywitz)
SSIS SEL Results
SSIS SEL – Review360 Reports
Questions?
Debrief
Debrief
DAY 11
Systems Access Check
Icebreaker
CARE: Enhance
ENHANCE - Title
ENHANCE: Go Above and Beyond
ENHANCE: Agenda
Recap Resolve
Break
Going the Extra Mile (2:41)
Educate the Customer
Offering Additional Assistance & Summarize
Best Practices: Summary
Mention the Satisfaction Survey
Thank the Customer and Brand with Pearson
ENHANCE: Go Above & Beyond
Practice
Questions?
Lunch
Lunch
CARE: Call Listening
Call Listening + ENHANCE
Call 1: Enhance (9:26)
CARE: Enhance Roleplay
Activity: Roleplay (ENHANCE)
Roleplay Scenario 1
Roleplay Scenario 2
Roleplay Scenario 3
Roleplay Scenario 4
Break
Break
AWPlus Reports: Review & COL
AWPlus Reports: Review & COL
Debrief
Debrief
Day 12
Icebreaker
On the Case: OneCRM Review & Teachback
On the Case: OneCRM Teachback
Break
Break
On the Case!
Special Case Handling Instructions
Special Case Handling Instructions pt. 2
Special Case Handling Instructions pt. 3
Special Case Handling Instructions pt. 4
On the Case!
Lunch
Lunch
JIRA Outages
JIRA/Outages
JIRA Review
Review of Common Questions & Concerns
Common Customer Concerns/Escalations - Title
Student Email Already Exists
When to Transfer to ABI/RAAS Queue
Work Open Cases Each Day
Case Metrics
SLAs vs Progress Monitoring
JIRA Tickets
Break
Break
Team Meeting
Team Meeting
Debrief
Debrief
Week 4: Days 13-17 Mornings
On The Case!
Break
On the Case!
Lunch
Call Listening: Day 13
Call Listening
Call 1 (8:07)
Call 2 (7:12)
Call Listening: Day 14
Call 1 (10:21)
Call 2 (4:38)
Call Listening: Day 15
Call 1 (7:33)
Call 2 (8:32)
Call Listening: Day 16
Call 1 (12:37)
Call 2 (6:33)
Call Listening: Day 17
Call 1 (10:54)
Call 2 (7:52)
Week 4: Days 13-17 Afternoons
Break
Case Check-In
On the Case!
Debrief
Week 5: Days 18-22 Mornings
On The Case!
Break
On the Case!
Lunch
Week 5: Call Listening: Day 18
Call 1 (60:08)
Call 2 (60:08)
Call Listening: Day 19
Call 1 (60:08)
Call 2 (10:13)
Call Listening: Day 20
Call 1 (5:54)
Call 2 (7:45)
Call Listening: Day 21
Call 1 (8:19)
Call 2 (8:26)
Call Listening: Day 22
Call 1 (7:50)
Call 2 (8:21)
Week 5: Days 18-22 Afternoons
Break
Case Check-In
On the Case!
Debrief
Week 6: Days 23-27 Mornings
On The Case!
Break
On the Case!
Lunch
Call Listening: Day 23
Call 1 (8:22)
Call 2 (11:13)
Call Listening: Day 24
Call 1 (10:03)
Call 2 (6:27)
Call Listening: Day 25
Call 1 (8:50)
Call 2 (8:47)
Call Listening: Day 26
Call 1 (8:30)
Call 2 (11:54)
Call Listening: Day 27
Call 1 (11:54)
Call 2 (7:59)
Week 6: Days 23-27 Afternoons
Break
Case Check-In
On the Case!
Debrief
HOLD FOR USE IN CURRICULUM
Class List - Classes Unassigned
Class List - New Class
CAP Products: AW+ | DRA3 | R360
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