Most people tend to think about education as a sequence of separate phases: primary school, followed by high school, then undergrad, and then post-grad. But with the dynamic nature of student demographics today, and an imminent need to revise current skills and acquire new skills throughout our lifetime, many are beginning to understand that education today is more than just a series of stages – it’s a lifelong journey.
And it is evident that the lines are blurring more and more between these stages of education – underlining an opportunity to create a connected experience for the learner. The student lifecycle is also becoming more and more dynamic with learners engaging with education at various points in their lifetime. Educational institutions are beginning to acknowledge that understanding and evolving these varying student journeys is the key to success – for both students as well as institutions.
Education is one continuous experience. And as a certified Salesforce Implementation Partner, we believe it can be powered by a one data architecture too.
EDA: The Foundation of Education Cloud
Any discussion on Salesforce solutions for student engagement will be incomplete without talking about Education Data Architecture (EDA). EDA is the cornerstone of Salesforce Education Cloud. It allows you to completely customize your institution’s processes to meet the specific needs of your student engagement staff. EDA comes with pre-built objects and automation specific to education to enable you to get a complete view with traceability of members of your campus community: who is this individual, where have they been in their educational journey, where are they headed, what are their interest areas, and who are they connecting with?
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EDA is a data architecture and not a product, which means institutions have the power to customize a solution in a way that is aligned with their unique needs and processes.
Let’s take a look at what EDA can deliver to student engagement teams.
Get a 360-Degree View of Students
For institutions, it is important to have a complete understanding of a student’s daily life and having insight into how they are engaging with the institution. While student staff are keen to know more about their students, it is virtually impossible for a single advisor to remember every detail about each and every student they work with. Salesforce relationships and affiliations offers support great support in this area.
Relationships and affiliations are standard EDA objects that deliver a complete view of a student. Relationships in EDA show contact-to-contact connections. While creating a new relationship, you can choose its type (friend, spouse, parent and so on) and its status (former or current). And every time a new relationship is created in EDA, Salesforce creates a reciprocal relationship, mirroring the same relationship in the opposite direction.
Affiliations tell you about interactions between a contact and another account. In EDA, entities such as clubs, sports teams, departments, and external institutions where students may volunteer or work are represented as accounts. Contacts can be connected to these accounts through affiliations.
Support the Entire Student Journey
Out of the Box Functionality
Take advantage of pre-developed objects, logical flows, and automation driven education on the Salesforce platform
Full Lifecycle Relationship Management
Manage relationships at every stage of the student journey from prospect to student to alumni
A Unified View
Connect students to multiple affiliations, relationships, courses, and academic programs – all in a single view
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Image Source – https://www.salesforce.org/
Configure with Clicks, Not Code
Flexible for All Institutions
Add fields, objects and custom page layouts to align with your institution’s dynamic needs and evolve with new business models
Custom Apps & Insights
Build apps in an agile framework and deliver personalized user experiences with filters, customisable logic, and AI-powered insights
Easily connect EDA to your student information systems, learning management systems, and other institution systems with just a few clicks
Connect with a Global Network
Best Practices and Insights
Get access to the Trailblazer Community to get answers to questions and leverage best practices from institutions
Robust Partner Ecosystem
Discover EDA compatible apps & certified consultants on the AppExchange
Community Sprint Events
Participate in the Salesforce.org sprint events throughout the year to connect and collaborate with institutions using ED
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What does Education Data Architecture look like?
Before EDA, institutions spent lots of time and money customizing Salesforce to fit their specific needs. Now institutions can leverage a common language and configuration across the student lifecycle. EDA makes it easy to manage student data holistically with 360-degree views powered by industry standard objects that are built directly on the Salesforce platform.
EDA Puts Students at the Center
Discover 360-degree views of students with EDA logic, objects and automation
Education Data Architecture allows you to get started with Education Cloud faster than ever before.
As the foundation of Education Cloud, EDA provides a flexible and scalable framework that can fit your specific use case needs from Day 1. With a solid building block for growth, your institution will be well on its way to becoming a connected campus and increasing student engagement across the entire lifecycle. Contact your Salesforce Consulting Partner today to know more.
Discover how you can drive student engagement with Education Data Architecture
Contact our expert today!
CONTACT AN EXPERT
Re-imagine and re-engineer how you service and support your students and constituents. From self-service portals to contact centers, and even on social media, Service Cloud can help deliver exceptional service to boost satisfaction and loyalty. Deliver fast, efficient and engaging services anywhere, any time on any device with Service Cloud.
Create Convenience and Engagement with One-Stop Services
Now more than ever, digital transformation plays a key role for institutions looking to deliver engaging experiences to their students.
While many institutions have gone digital to a certain extent and are offering some digital services to students, there are still many a number of tasks required across the student journey that result in plenty of paperwork and unnecessary queues across the campus. With Salesforce, educational institutions can provide a virtual one-stop where students can get digital access to all those activities.
A “one-stop” is just that – a unified hub for communication, engagement and collaboration. Saving time and resources for the institution and students, and eliminating student frustration.
Salesforce empowers you to connect and assist your campus community in ways that your students expect. Salesforce Service Cloud, which can be used as part of Education Cloud, can deliver real-time, personalized service to support student needs through a single, unified digital platform.
How exactly does Service Cloud work?
Students can now be empowered to communicate with advisors and staff across all channels—email, chat, online communities, social media and more. Service Cloud transforms those communications into cases, or in Service Cloud parlance, a support ticket. Cases can then be assigned to service agents, who are basically staff members at your institution who resolve student support issues.
Case management allows staff and advisors to have a centralised and unified view of student support cases to ensure each case is assigned to the right staff member, at the right time. And Service Cloud works behind the scenes to manage that with in-built smart automation.
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Here are 6 features of Service Cloud that drive the student experience:
Today’s students rely heavily on a digital mode of communication across their social network – friends, family, and the businesses they shop with. They expect a similar experience when interacting with their educational institution. Service Cloud makes this possible by empowering you to completely customize the ways in which students can connect with your services based on your institution’s unique preferences and needs.
The primary objective of student services is to make students’ lives easier, and multi-channel communication makes that possible. Students can quickly and effortlessly submit cases and automated case creation and tracking ensures that all activities and communication is recorded and tracked. In simple terms, nothing will fall through the cracks. Additionally, advisors and staff have access to student case histories, so case information is an integrated part of the 360-degree view of each student.
Support staff can provide prompt replies to common queries and scenarios with pre-defined messages. Greetings and acknowledgments can now be delivered without intervention. Emailed cases can be processed through customised service flows for seamless management of student issues.
Cases are organized by case type so staff can select the cases they have the skillset to resolve. Monitoring and tracking of interaction continuity is critical to effective engagement. Assigned cases can be linked to a student’s record, allowing staff to get complete visibility of the case and add any modifications to it.
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Chat support driven by live agents who can provide personalised assistance to students in real time. No more appointments.
Bots deliver automated chat support with pre-defined answers to resolve common questions in real time. All turbo-charged with the power of AI.
Salesforce Service Cloud allows you to build and share an information repository across campus and from multiple devices to all your eco-system constituents. You can create a searchable FAQ of audited articles organised by topic that students can refer to 24/7 to access information they seek, without waiting for an email reply or scheduling an appointment. Process documents and articles organised by topic and subject matter can be browsed through effortlessly from any device.
What is the point of delivering services if you cannot measure student engagement success? Salesforce Service Could offers you reports on one-stop metrics to analyse and act on your Salesforce Data. You can view your data, examine it, understand it and share your insights with your team members.
Service Cloud can help gauge the service needs of your students and how well your current methods are delivering results. Here are some of the metrics you can discover with Service Cloud reporting.
Case opens and closures
Time to case closure
Variance in case origin (source of case origin like email and social)
Who asks what (case variation by subject major, demographic, etc.)
Reports on key metrics empower you to make informed, actionable decisions based on the story revealed by your data. Now you can discover your top services and seasonal trends, create topics and targeted communications to support your student community. And once you are armed with a clear view on the time it takes to resolve cases, you can examine your current processes and make necessary improvements.
Want to know more about how Salesforce can help your institution drive rich engaging experiences for your students? Get in touch with a certified Salesforce Consultant today.
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Schools, Colleges and Institutions can access Salesforce products at a deep discount. Contact our team of experts to discuss your needs today..
CONTACT AN EXPERT
Today learners, faculty and staff require more from their institutions than ever before. With Education Cloud, colleges and universities of all sizes can drive learner and institutional success from anywhere. recruitment and Admissions, student experience, advancement and operations teams can use one integrated platform to capture 360 degree views of every learner across the entire education journey. With Education Cloud institutions can benefit from the latest innovations across the Salesforce platform as well as purpose-built education products and solutions that you can customise and scale to meet evolving needs fast.
Creating a strong first impression with students is key. Salesforce Education Cloud supports each stage of the recruitment funnel from prospect to enrolment. Understand your pool of applicants with actionable Tableau dashboards, and perform targeted campaigns to engage prospective students on the channels they prefer. And with Admissions connect your staff can meaningfully engage with applicants and streamline application management all in a single view. Conversational chatbots and tailored communities help applicants get the right support at the right time. and for your staff, keep applicants on track with dynamic checklists. And easily review applications with an innovative endless scrolling reader.
Once students are admitted, onboarding is a critical step in driving their success. With student success hub students can get access to personalised success plans right from their phones. And can easily collaborate on tailored degree plans with their advisors. Empower advising teams with features like early alerts and flexible scheduling to support multiple students at scale all the way through graduation. And streamline student services with a one stop experience to help students get answers to their questions quickly from anywhere.
With Education Cloud your learner data transforms into valuable analytics helping to drive more meaningful alumni and corporate engagements that make an impact.
For administrative operations your marketing teams can deliver personalised communications that build lifelong relationships and trust with stakeholders, all powered by automated journeys in marketing cloud. And with accounting sub ledger, you can bridge the financial data in your CRM with finance, ensuring consistent financial insights across teams. with the right digital infrastructure your institution can transform at scale
Integration capabilities from Mulesoft, and enterprise analytics from tableau shape individual insights into actionable data that drives institutional success. And wherever your staff is working whether at home or campus employees can get help and collaborate from anywhere
Let’s explore Salesforce products for Higher Education and see what they can do for you.
THE EDUCATION DATA ARCHITECTURE (EDA)
Education Data Architecture (EDA). EDA is a community-driven data architecture that allows educational institutions to Innovate with Salesforce faster than ever. It is founded on a set of best practices designed to configure Salesforce for out of the box deployment for Higher Ed institutions. EDA empowers institutions of all sizes to become a connected community and drives dynamic, 1-to-1 engagement amongst all learning constituents – students, faculty and staff.
Admissions Connect is an out of the box solution within the Salesforce platform specifically designed for admissions teams to help them to engage with applicants and streamline the entire admissions process. Admissions Connect allows teams to spend less time on routine manual processes, and allows them more time building relationships.
STUDENT SUCCESS HUB
Student Success Hub, a software built of the Salesforce platform, delivers real-time insights, and provides faculty and staff with a set of collaborative tools to allow them to engage with students in a more personalized way. It frees up staff time so that they can spend more time fostering relationships with students. Student Success Hub empowers your staff and advisors with the latest innovations like the Education Data Architecture (EDA), Service Cloud, and Einstein AI and delivers a powerful and compelling device friendly digital experience for your students.
Sales Cloud allows you to consolidate data on a single platform and drive engagement between students, faculty and staff across devices. With Sales Cloud, you can get everything you need at your fingertips, anywhere. Unify and automate processes on a single platform and drive productivity and efficiency.
With Service Cloud, institutions and administrators can transform the way they service and support students. Service Cloud is designed to deliver unparalled service to boost satisfaction and loyalty by bringing together multiple touch points like multi-channel contact centers, self-service portals, and social media. Deliver prompt and effective service anywhere, anytime with Service Cloud.
Marketing Cloud allows you to build one to one student journeys like never before. Create and launch multi-channel campaigns across traditional digital channels like mobile, email, social, and the web. Engage across marketing, recruiting, advancement, and student services on social media.
SALESFORCE EXPERIENCE CLOUD
Salesforce Experience Cloud delivers rich and powerful online portals. Its sets the bar for a whole new digital experience. With Experience Cloud every constituent touch point across the entire student journey is an opportunity to engage and build an amazing, seamless experience.
Quip is a user-friendly, fully integrated, collaboration tool within Salesforce that comes with in-built word processing, spreadsheet and presentation functionality with integrated chat, checklists and project management capabilities. With Quip, teams can collaborate on documents and spreadsheets and maintain all of their information in one place without having to switch across multiple apps.
Integration Cloud allows education administrators to easily map and manage multiple systems and data siloes for a complete, holistic view of their data, students, data and apps. Integration Cloud’s intuitive interface provides a single, unified administration console to manage an institution’s entire network of business systems easily with a drag-and-drop, graphical UI.
Higher education is a highly data-driven sector. To get a holistic view of what is happening today and to prepare for path going forward, institutions need to combine high-level views of data with deeper insight for planning ahead. Tableau delivers amazing data visualizations to administrators, empowering them to make smarter and informed decisions, and drive success.
Education CRM from Salesforce.
Education CRM solutions from Salesforce. are empowering educational institutions to foster rewarding relationships with prospects, students, families, alumni, donors, and volunteers. Salesforce allows your institutions and its constituents to connect via multiple channels like social and mobile, anytime from anywhere. Education CRM solutions from Salesforce are designed to put students at the center of everything, and with the help of the right Salesforce Consulting Partner, it can deliver superior performance and accelerate success throughout the entire student journey across all its constituents.
Questions? Our reps have answers.
How is Salesforce Lightning transforming business around the world?
Lightning is more than a new user experience. It’s the next level of Salesforce that everyone wants. A framework designed for agile customization, Lighting give users access to an eco-system of pre-built apps and components. Now sales reps can be more productive, with everything they need in one place. With Einstein lead scoring and insights they can sell smarter, make calls, or leave a pre-recorded voice mails, at every customer touchpoint right within Lightning. Managers can see how their business is progressing at each stage. With Einstein powered search, they can limit results finding exactly what they need. And when you need something more, your teams can collaborate to deliver. With the Lightning framework, pages are made up of components, developers can use pre-built blocks of code to quickly create new components, admins can drag and drop those components, re-using them on any page. They can even find hundreds of lightning ready apps and components on the AppExchange. All of this designed to empower you to take your business to the next level saving on development costs and making your employees happy. Because happy employees make happy customers.
Drive productivity, deploy apps quickly, and work smarter with Lightning.
Let’s look at the use case benefits of Lightning
Transition at Your Own Pace
Selectively roll out the Lightning Experience to a subset of your users. Launch with a pilot group, say of salesforce champions, collect feedback, fine-tune things and initiate the next group of users.
Get access to onboarding resources at your fingertips
Salesforce has many onboarding features integrated into the lightning experience. And Salesforce Classic users can access these features to work smarter and faster from within the platform.
Flow with innovation.
There’s no need for code. Effortlessly build integrated workflows in Slack to work faster. Enable auto execution of complex processes on the Salesforce Platform.
CLICK TO BUILD
Digitize and innovate fast with tools to build apps and workflows.
Deliver smart and engaging customer experiences in an agile framework that responds to dynamic business needs. Leverage AI to create smart apps that are connected to your Salesforce data. Get access to AI driven answers to queries and recommendations to drive growth and productivity.
DEPLOY WITH CONFIDENCE
Build on a trusted platform.
Design digital experiences with built-in security. The Salesforce Platform lets you seamlessly integrate disparate data sources with API-driven services and event-based interfacing. Deploy your apps faster with simplified development environment and open technologies on a fully managed scalable platform.
Adapt to change and embrace learning.
Empower your teams to deliver engaging and transformational digital experiences easily using responsive, customizable components and services. Foster collaboration across devices with a unified model. And enable all team members to acquire new skills they to drive growth – personally as well as for the organization.
INNOVATE AND SCALE WITH HYPERFORCE
Grow your business on a trusted platform.
Hyperforce is the next-generation infrastructure architecture of Salesforce. It securely and reliably delivers Salesforce products and services on all major public clouds — allowing you to drive customer success by scaling your apps to new geographies.
For Business Users
The Lightning Experience makes business users more productive with a new, intuitive and fast user experience.
For IT Teams
AUGMENT SALES AND SERVICE FUNCTIONS FOR ANY DEPARTMENT.
Create apps across departments – HR, legal, marketing, finance, and so on. Give users the apps they need to be more productive.
Automate business process across every department
Give users a unified view of the customer
Connect all constituents with faster app integration
DIGITISE WORKFLOWS BY TRANSFORMING SPREADSHEETS INTO APPS.
Drive a turbo charged CRM experience by enhancing core services riding on artificial intelligence and application integration.
Add predictive capabilities to apps
Easily integrate data from external databases, systems and applications
Build custom-branded mobile apps
BUILD APPS THAT TRANSFORM THE CUSTOMER EXPERIENCE.
Wow your customers with smart, personalised apps built on Herokuthat meet their needs for real-time purchase, service, and engagement.
Embed artificial intelligence and IoT
Integrate Salesforce and third-party data
Create awesome apps in any coding language
Benefits of the Lightning experience.
CUSTOMISE SALESFORCE FOR YOUR BRAND
Customise and brand Salesforce your way with myLightning. Deliver an experience that aligns with your business. Customize the UI with colours, themes, and branding elements effortlessly, and personalise content for users.
Put your sales process on the Lightning expressway.
Selling fast comes naturally on Lightning. Sales reps can manage pipelines and projects with just a few clicks.
DEVELOP APPS FASTER
Build apps with record breaking ROI.
Build and deploy apps for anything, fast, with easy-to-reuse code across components. Deliver trail blazing ROI for your business.
DO MORE, FASTER, WITH APPEXCHANGE
Perfect your digital transformation. Customise with components and apps.
Get access to over 500 apps and 300 components to extend the platform for everyone. Install in minutes. Customise with just a few clicks to align with your unique business goals.
WORK SMARTER WITH ARTIFICIAL INTELLIGENCE
Meet Salesforce Einstein — your personal data scientist.
Get the power of AI. Identify and work on the best leads with Lead Scoring, uncover the sales strategy with Opportunity Insights, and use data Activity Capture to leapfrog data capture.
With Lightning, AI helps you to:
Recommend best next steps
Discover myLightning. Customise apps to augment any business need.
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Power App personalization with Lightning App Builder.
Build apps with a library of easily configurable components that let you create pages and responsive apps by simply dragging and dropping. You can even add custom themes and custom brand your experience.
Drive productivity with Process Builder and Lightning Flow.
Transform complex processes into apps easily with Lightning. Drive productivity for every aspect of your business with point-and-click workflow tools.
Build custom digital experiences fast with Lightning.
Connect your apps, data, and workflows with external stakeholders. Integrate content and data and personalise the experience. Deploy in an agile framework with an ecosystem of prebuilt themes and components.
Build apps faster with Lightning Components.
Use the power of Lightning Components to scale development rapidly.
To summarise, Salesforce Lightning is the World’s No.1 CRM reimagined. It is deigned to turbo charge your productivity empowering you to wow your customers.
Want to know more about how to start building apps to transform the way you do business with Lightning?
Contact one of our reps today to assist you.