In this video, EMT colleagues walk you through six scenarios you are likely to encounter when using Dynamics. Please note that we are using Sandbox, or UAT, the Dynamics training environment. 

We advise you to watch this video with captions.

The scenarios are listed below: 

Scenario 1: You open a quick enquiry that has been sent in via email and realise you have sufficient knowledge to answer straight away. How would you send an email to reply?

Scenario 2: You open a quick enquiry that has been sent in via webform and realise you have sufficient knowledge to answer straight away. How would you send an email to reply?

Scenario 3: An enquiry from a prospective student has appeared in your queue. However, the enquiry relates to a different department in the University from your own. How do we get this enquiry to the right team? 

Scenario 4: You receive an enquiry that you need to send to a team who is not using Dynamics. What do you do?
Please note, when you finish forwarding an email out of Dynamics you must change the Enquiry Status to CLOSED UNRESOLVED.

Scenario 5: An enquiry has been received from a prospective student with the title ‘Follow-up question’. When you open the enquiry, you realise that the question is related to their previous enquiry. Is there a means through which we locate the previous enquiry?

Scenario 6: An applicant has gotten in touch and asked for an update on their application. How do you check, via Dynamics, what their UUN is?

Scenario 7: You open a quick enquiry that has been sent in via email and realise you require further information from the enquirer. What would you do?

If you have any questions about using Dynamics, please reach out to your conduits or the EMT via the Dynamics Learning Community on Teams.