Envisioning solutions using the Education Accelerator - A customer service scenario

In June 2020, Microsoft released an updated version of their Power Platform & Dynamics 365 Education Accelerator with the K-12 extension.

K–12, from kindergarten to 12th grade, is an American expression that indicates the range of years of supported primary and secondary education.

The Industry Accelerators are solutions that you install on your Power Platform environment. They extend the Common Data Model with specific entities, processes, apps, etc. This provides a great head start for companies and partners implementing Dynamics 365 in those industries.

To read more about the components of the K-12 Accelerator, please refer to my article https://www.danikahil.com/2020/06/envisioning-solution-using-k-12.html

To put the Education Accelerator in the context of a real life scenario, let’s imagine how we can use it in the following story. 

The Story:

Emma is the happy mom of 2 beautiful girls, called Isa and Jen. Both Isa (11 years old) and Jen (6 years old) attend the local primary state school at Manly in Sydney, Australia. 

Yesterday evening, Emma received an email with Isa’s “Report Card” for Semester 1 attached to the email and available for consultation. 

The “Report Card” for Semester 1 is a summary of Isa’s achievement in learning areas and/or subjects studied over Semester 1. The report is one of several strategies used by schools to communicate with parents throughout the year about children achievements, efforts and behaviours.

Emma is not surprised to read Isa did great in Mathematics and English but needs a little more support in “Physics”. Emma is surprised that she didn’t get an email about Jen’s “Report Card”. Usually she gets both reports at the same time. When she still hasn’t received anything a day later, she decides to try to find the Report Card. 

Now let’s see how Dynamics 365 and the Power Platform including the Education Accelerator can help Emma resolve her issue. 

1. Emma logs in to the Student & Parent Portal to find out why she didn’t receive Jen’s “Report Card”.

Communications and information relating to Isa and Jen’s study are provided under the Student and Parent Portal as well as announcements on extracurricular activities and events around the School. 

While browsing the portal, Emma sees valuable information under the “Coursework” tab:

  • Grades: Lists all Jen’s courses where grades.
  • Homework: All open homework assignments with due dates.
  • Assessments: Assessments and tests that Jen’s had this year.
  • Library: All the books that Jen borrowed from the library. 
Emma navigates to the “Activities” tab and sees that the school is now offering a class on “Figure skating”.

Jen will be happy 😊

2. Emma consults the “Knowledge Articles” section to find out why a “Report Card” would be late. 

Unfortunately, she can’t find anything relevant to her problem.

3. Emma starts to chat with the Virtual Agent. 

The Virtual Agent tells her that a “Report Card” can take up to 48hrs to be sent to parents after it has been approved and released for publication.

4. The chatbot suggest the creation of a Case for a school staff member to investigate further if Emma wishes to do so.

 Emma proceeds with the creation of the Case.

5. A new case is created in Dynamics 365 and it’s assigned to the Portal Support team. 

Tracy, the support agent, sees the new case in her team’s Dashboard and decides to pick-up the case. 

6. Tracy starts working on the case and consults Jen’s Profile in Dynamics 365 to find the “Report Card”.

a. Tracy opens Jen’s student profile to look for more details. Usually, when there is something that requires attention, the system displays an Alert at the top of the Student profile page. However, no alert for Jen here. 

b. Tracy navigates to “School Enrolments” (Called “Academic Period Details” in the Accelerator, but in Australia this is usually named a “School Enrolment”). 

c. Tracy finds the latest “Report Card” attached to the “School Enrolment”. The Report Card is still “Under Review” and not approved by the “Head of Year”.

d. Tracy checks if all the “Class Enrolments” have grades under them (“Class Enrolments” are called “Course History” in the Accelerator). A missing grade will delay the approval of the “Report Card”. Indeed the “Math I” class is still missing a grade. 

e. Tracy sees that the “Math I” teacher is her friend Smith. Tracy writes a brief Microsoft Teams chat to say hi to Smith and asks him when will the grades for “Math I” be in. 

f. While Tracy is writing her email back to Emma, Smith replies that the grades should be done this morning.

7. Tracy sends an email to Emma advising that the “Math I” class is still processing grades and the “Report Card” should be sent to Emma within the next 48hrs. 

Tracy closes the case as completed.

8. A satisfaction survey is sent to Emma to get her feedback about the support she got from Tracy.

9. Insights are available under the Customer Insights App.

Some of the Insights we can measure are:
  • Resolution time drivers: Topics (Type of Cases) in order of resolution time over the specified time period:
    • Volume of cases associated with the topic divided by total cases
    • Average resolution time: The average resolution time of resolved cases within the specified time period
    • Impact: 1 – (Average resolution time not including the current topic divided by overall average resolution time for all topics)
  • Agents with longest resolve time: Average time, in minutes, that it takes each agent in the specified time period to resolve a case.
  • New cases versus average resolution time: Daily trend in the specified time period in the number of new support cases and the average resolution time, in minutes.
  • Agents handling most escalations: Number of active and resolved cases for each agent, in order of total cases.
  • Customer satisfaction breakdown: Breakdown of customer satisfaction by support channel during the specified time period.

Education Accelerator components within this Story

In the above story, we have combined the Education Accelerator with other great Apps available within the Power Platform and Dynamics 365. 

Let’s examine the Education Accelerator components used in the story. 

Step 1: Emma logs in to the Student & Parent Portal: Jen’s courseware information on the Portal. 

Step 6: Tracy starts working on the case and consults Jen’s Profile in Dynamics 365.