ACM Ticket Training

What does ACM mean?

• Gathering Missionary

• Area Coordinating Missionary

• Area Country Missionary

• Area Mentor

What is one characteristic of an ACM ticket?

• We have all the information complete.

• We don't have note sections.

• Everything is blank.

• It directly comes from the Peer Mentor.

When do we mark "Yes" on Student's Visibility?

• Always! We need to let the student know about anything that happens!

• Never! We won't make big changes, so the student doesn't really need to know.

• Only when we enroll the student in a course.

• Sometimes! Depending on the request, if it will confuse the student, we don't, but if its needed, we mark 'Yes'.

What should we include in the resolution section (Notes)?

• What we did to resolve the student's request and why.

• Nothing.

• All the KBs and information we used to help the student.

• Copy and paste the request and what should be done.

Who do we need to direct to when filling the resolution on Notes Section?

• To the student, in first person always.

• To the Peer Mentor who will check the ticket.

• To no one! Nobody will read the ticket :(

• To the ACM who created the request, always in first person.

What do we do with ACM tickets that come for EC students? (We are sure it is an EC Student.)

• We solve it normally.

• We send them to Maria.

• We leave them in the queue; somebody will pick them.

• We send them to Michelle.

If we have multiple tickets for one student's request,

coming from an ACM, Peer Mentor, and Gathering Missionary,

What should we do?

• Prioritize the ACM one, and mark the rest as duplicate.

• Prioritize the PM one, and mark the rest as duplicate.

• Prioritize the Missionary one, and mark the rest as duplicate.

• Ask for help!!!

What should we do if an ASM ticket requests us to do something we are not able to do?

• Find the best KBs that apply to the request and resolve it.

• Just mark it complete.

• Ask Maria, our peers, and Michelle. (Additional step: Pray for guidance.)

• Leave it on the queue.