Once a kit has been adopted, QC'd, released, and a master course has been created, an instance of the course can be created for a specific school. An instance is essentially a specific section of a course and it is unique to an institution (school) within Cloud.
In order to complete this process, you will need the following documents/webpages:
- Instance Request Ticket
- SI Cloud
1. Open the instance request ticket in CRM
Upon receiving an instance request ticket in the Implementation email, enter the Curriculum Support ticketing system in CRM. Then, select the instance request ticket to open.
2. Assign the ticket
Select the down carrot in the top right corner of the screen next to the ticket owner.
Then, type your name into the "Owner" text box in the drop down menu to assign yourself the ticket.
3. Assign a case title and customer
Assign a case title to the instance request, following the naming convention "Institution Name, Instance Request."
Then, assign the customer from the customer drop down list.
4. Set the ticket form type to "Instance Request Case Form" if not already default
Most curriculum tickets will open as a TS Case Form. Instances have their own form due to the amount of information required. Select the drop down and set the form to "Instance Request Case Form."
5. Navigate to the "Institutions" tab in Cloud
In a separate tab, log in to SI Cloud and click "Institutions" in the top left corner of the banner.
6. Search for the Institution and click on its name to enter the institution page
The institution name will be found on the instance request under "Customer."
Use the search functionality to find the institution.
If an institution does not appear in the data table, you need to create a new institution in Cloud before continuing this process. See "How to Create a New Institution" for instructions.
7. Search for the instructor to see if they have an account
The instructor name will be found on the ticket under "Instructor Contact."
Scan the list or press Ctrl+F (CMD+F on a Mac OS) to search for the instructor's name to see if they already have an account in this institution.
If the instructor doesn't exist, you will need to create an instructor account before continuing on to the next step. See "How to Create a New Institution User" for instructions.
8. Once the instructor has an account, click "Add a Course"
9. Fill out the form using the Instance Request as a reference
This should not be copy/pasted from the instance request's Product Number/Description. Begin typing the SKU in the text field and select the appropriate SKU from the dropdown.
This can be found under "LTI" in the instance request and will be either yes or no.
If the school is not using LTI, leave this box unchecked.
If the school is using LTI, check the box. For schools using LTI, check here for "Yes." Do not change any other options.
This can be found under "Student PDF Download." Check if "Yes." Leave unchecked if "No."
This can be found under "Enable Course Shopping Cart" in the instance request and will be either yes or no. Uncheck for "Yes." Leave checked for "No."
If the shopping cart is enabled, proceed to 9.5.1. If the shopping cart is disabled, proceed to 9.6.
9.5.1. Price Overrides, BSO #, and BSO Line #
Blanket Sales Order text boxes appear after "Disable Shopping Cart" is unchecked.
Most instances will not require a change from the default ERP price. In this case, leave the selection as "Default price from ERP."
If a "Price Overide" is noted in the adoption agreement, reach out to the DAS/DAP and their manager (VP Sales or Customer Success) to confirm this is approved.
Once approved, select "Adjusted Price Over-Ride" and key in the price override from the instance request.
Finally, copy and paste the BSO# and BSO Line# from the instance request.
Copy and paste from the instance request. This is what the instructor calls the course.
This cannot be copy/pasted from the instance request. Start typing the instructor name in the text field, and then select the correct name in the dropdown.
If the instructor doesn't show up in the dropdown, you will need to create a new user account for the instructor before continuing. You can open a new tab to do so, so you don't lose your work so far.
This option should always be checked if available. If a course is set as Premium, this will be checked automatically.
The term in which the course is happening. Copy and paste from the instance request.
These are the dates instructors and students can have access to the course. Open Date is the date the instance is created.
This is the date the course actually starts. This is a required field and is used for order promising purposes.
10. Click "Save"
11. Find the new instance at the bottom of the "Courses" list and select the SKU to open the instance
12. Copy the instance URL
Be sure that you are copying the instance URL from the web browser and NOT the enrollment URL
13. Email the instance access information to the DAS/DAP.
Change the ticket form back to "TS Case Form" and then select the + under "Timeline."
Respond to the DAS/DAP who requested the instance using the following template:
Subject: Instance Request Completed for [School Name]
Email: Hello [Sales Rep First Name],
The Instance request for [instructor name] at [School Name] has been completed. Please double-check the instance to ensure everything is correct.
Instance URL: [Instance URL]
Please let me know if you have any questions, thanks!
[Implementation Specialist Name]
Then select "Send."
14. Close the instance request ticket
Select the "Resolve Case" button at the top of the ticket.
In the Resolve Case pop-up, you must fill in the "Resolution" line item. Type "Instance Created," and then select resolve to close the case.
If a DAS/DAP responds to your email with the demo information, it will reopen the ticket. If this happens, respond to the email if needed, and then close the ticket again.
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