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-5pts. We should not tell the student that their Student ID is not their ID if the student received a letter. We should reach out for assistance or escalate to the Specialist for further assistance.
-5pts. We did not use the KB that was relevant to the issue. There is a KB that is available that informs students how to set up appointments.
-5pts. We did not attempt to review the KB to see how we can troubleshoot the issue. We did not need to get into the student's account to instruct students how to set up an appointment.
-4pts. We should have first given the student the instructions on how to go to the office for appointments. We should have then reviewed the KB Student Profile Not Found in SmartView and followed directions. The ID may be correct but it is not in our system. Using the KB we used was not applicable.
2063-10367
-6pts. This case is not categorized correctly. We do not know if Special Circumstances because no information was given on the call. The categorization should have been under Financial Aid > General Information - FA > Office Hours OR Request Personnel.
-6pts. Our suggested solution does not answer the Case Details. Please make sure that we include any information in the Internal Comments or Suggested Solution.
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