Watching graduation rates soar; increasing on-time graduation; boosting student retention and persistence; improving the overall student experience. These all sit high on the priority list for most colleges and universities. For some, departmental silos or lack of quality data act as barriers to student success. However, others have embraced the concept of campus collaboration and committed to leveraging investments in systems across multiple departments. Join us to learn how Fresno Pacific is using the power and flexibility of the Salesforce Platform to track and help administer a variety of Student Services, despite very limited staffing dedicated to development. Applications are active for Tutoring, Campus Nurse/Medical Records, Mentoring and Retention, Fitness Center, Helpdesk, Conduct Management (discipline), with plans for continued expansion.

1. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Tuesday, June 25, 2013
Wayne State University
Detroit, MI
Higher Education Summit

2. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Presented by
Jonathan Maher - jmaher@fresno.edu
The Roadmap for Student Success

3. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Fresno Pacific University…
— …is a non-profit, independent, Christian university serving
about 3,500 traditional-age undergraduate, adult degree
completion and graduate students at the main campus and
four regional centers in California's CentralValley.
— …serves many students who are the first in their families to
attend college, qualifies as a Hispanic Service Institution and
is amongThe Hispanic Outlook in Higher Education
Magazine’s top 100 institutions for Hispanic students.
— …has the highest four-year graduation rate in the region and
offers four-year guarantee

4. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.

5. Medical Records
Registration
Medical Interactions
Academic Standing
Financial Aid
Institutions Attended
Payroll Records
Student Restrictions
Academic Credits
Student Programs
Course Sections
Campaign
Account
Contact
Campaign Member
Lead
Donations
Advancement Contact
Opportunity
Case
SanctionDiscipline
Process
Conduct Relationship
Conduct Report
Resource
Inventory
Inventory
Allocation
Tutoring
Supplemental
Instruction
Salesforce at Fresno Pacific
— Recruiting for Graduate,
Degree Completion,
International,Traditional
Undergraduate and
Continuing Education
— Advancement donor
management & reporting
— Academic tutoring
— Supplementary coursework
management for STEM grant
— Project management
— Case management for IT
Helpdesk and Continuing
Education
— Medical records & Nurse’s
Office appointments
— Resource/InventoryTracking
— Student Life discipline
tracking
— SatisfactoryAcademic
Progress management
— Internal collaboration
(Chatter)

6. Medical Records
Registration
Medical Interactions
Academic Standing
Financial Aid
Institutions Attended
Payroll Records
Student Restrictions
Academic Credits
Student Programs
Course Sections
Campaign
Account
Contact
Campaign Member
Lead
Donations
Advancement Contact
Opportunity
Case
SanctionDiscipline
Process
Conduct Relationship
Conduct Report
Resource
Inventory
Inventory
Allocation
Tutoring
Supplemental
Instruction

7. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Services: Vision
— The roadmap depends on your vision for the platform
— Department focused rollouts
— Configuration and planning focused on the needs of a single department
— Development / administration may be managed by the department
— May or may not share instance with other areas of campus
— System of Record / System of Engagement
— Salesforce to be used across campus, often as the only system a staff
member needs to use
— Student Information System remains the “Bible” for key student data
— System of Record

8. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Services: Identifying
Opportunities
— What departments/processes are underserved by the SIS?
— What is the nature of the SIS’s shortcomings?
— Lack appropriate screens/fields to store data
— Lack of ability to automate processes
— Application is difficult to use
— What are the costs to the college of not moving a given
process to Salesforce?
— Other departments left without key data
— Student (and staff!) frustration
— Which departments have mature processes and procedures,
irrespective of the technology used?

9. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Student Services: Development
— Services can be provided in a variety of “sizes”
— Leverage Salesforce without requiring user interaction (“Non-
App”)
— Leverage an existing application with minor augmentation
(“Nano-App”)
— Create a simple application (“Mini-App”)
— Create a full-featured application
— Development can (and should!) be iterative
— Think about your roadmap for the future when designing
— Even the most organized department will forget to identify a
key need

10. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Project Alert
— This is an example of a
“Non-App”
— Leverages existing SIS to
Salesforce integration
— Custom fields added to
Academic Credits custom
object to allow for tracking
within Salesforce
Academic Credits
Account
Contact

11. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Workflow delivery using
an Email Alert

12. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Project Alert Roadmap
— No significant plans for
expansion, as this is based on
data stored in the SIS and
enhancements to grading
would be managed there
— Data is leveraged in
SatisfactoryAcademic
Progress application;
counselors can see if
struggling students were
warned ahead of time
Academic Credits
Account
Contact

13. MAT Candidate Tracking
— A “Nano-App” using 4
Custom Fields and 2Views
— Provides a team member
fromTeacher Education
with the ability to track
candidates for our Master of
Arts inTeaching Program
— Allows for collaboration
with theAdmissions
Department
Account
Contact
Opportunity

14. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
The ease of use of Excel, with
the power of a full database

15. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
MAT Candidate Tracking Roadmap
— Plans for significant
expansion and replacement
of legacy FileMaker Pro
system
— Will allow for use with all
Teacher Education programs
and deeper collaboration
between recruiters and the
School of Education
Account
Contact
Opportunity
Teacher Education
Profile
Student Teaching
Assignment

16. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Conduct Reporting
Account
Contact
SanctionDiscipline
Process
Conduct Relationship
Conduct Report
— Residence Life Department responsible for managing
discipline and Restorative Justice process
— Relied on paper folders
— Very organized as a department, but in desperate need of a
database to help manage/report

17. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.

18. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Main details and
documentation
Individual(s) Associated
with incident (points to
Person Account)
Discipline Steps and
Sanctions (punishments)
Private Chatter used
to collaborate

19. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Conduct Reporting
Roadmap
Account
Contact
SanctionDiscipline
Process
Conduct Relationship
Conduct Report
— Document management upgrades (Spring CM, or Conga
Composer)
— Possible “partnership” with Campus Safety

20. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Tutoring
— Started as a “Mini-App”, requiring only one custom object
— Replaced legacy “TutorTrac” system
— Allows for tracking of tutoring services
— Facilitates better communication with students and is now
integrated with a FormAssembly survey
— Expanded to also use the Resource Management application
Account
Contact
Resource
Inventory
Inventory
Allocation
Tutoring
Supplemental
Instruction

21. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Basic student info is available to tutoring
team for reference and reporting
Custom buttons allow for faster
logging of appointments,
resulting in happier staff and
students

22. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Pre-Selected via
Custom Button

23. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Tutoring
Interactions
logged with
the right
attributes
automatically
send an email
to the student

24. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Clicking the
emailed link
provides direct
access to the
survey

25. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Data is immediately available
in Salesforce
Staff can use a reporting tool
they are familiar with to
analyze results

26. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Inventory
manager created
for another office,
but was a perfect
fit for the
Academic
Support Center

27. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Medical Records / Campus Nurse
— Requires moderately
complex security
model because our
Salesforce instance is
used by multiple
departments
— Functions like the
TutoringApplication
Medical Records
Registration
Medical Interactions
Account
Contact
Opportunity

28. Medical Records / Campus Nurse
Medical Records
Registration
Medical Interactions
Account
Contact
Opportunity
Visible only to Health Center
Visible only to
Admissions
Visible to all
Always visible to
Health Center, but
only visible to
Admissions when
associated with a
Registration for an
upcoming term

29. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Satisfactory Academic
Progress ManagementAcademic Standing
Student Restrictions
Academic Credits
Student Programs
Account
Contact
Tutoring
Supplemental
Instruction
— Facilitates management of SAP, replacing
manual process (FileMaker and Excel)
— Leverages affiliated tables and existing
integration

30. Previous and Next
Records are
important in the
context of
evaluating
performance over
time
Appeals automatically processed
using FormAssembly
Custom URLs link to
summary reports

31. Simple formula
field, passes
variables to
Report

32. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Satisfactory Academic
Progress Management
Roadmap
Academic Standing
Student Restrictions
Academic Credits
Student Programs
Account
Contact
Tutoring
Supplemental
Instruction
— Focus on additional automation
— Develop Student Success features
— Possible use for mentoring/advising

33. Medical Records
Registration
Medical Interactions
Academic Standing
Financial Aid
Institutions Attended
Payroll Records
Student Restrictions
Academic Credits
Student Programs
Course Sections
Campaign
Account
Contact
Campaign Member
Lead
Donations
Advancement Contact
Opportunity
Case
SanctionDiscipline
Process
Conduct Relationship
Conduct Report
Resource
Inventory
Inventory
Allocation
Tutoring
Supplemental
Instruction

34. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.
Jonathan Maher - jmaher@fresno.edu
Questions?

35. HIGHER EDUCATION SUMMIT ’13:
ENGAGE. TRANSFORM. SUCCEED.