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Welcome
Welcome to the BeED Community! To get started on your learning or teaching journey, make sure you’ve first activated your account with us by clicking on the activation link in the confirmation email sent to you*. You will then be asked to set your passwo...
BeED Journey Registration
By signing up, you will be able to access the following features in BeED Journeys: purchase unique Learning Experiences available in the BeED Nexus (Marketplace). create customized Learning Experiences tailored to fit your learners’...
Escalation for Bugs/IT Support
Helpdesk Ticket Creation Create a ticket via ITop.com helpdesk module Insert all information related to the bug Select BPO/Call Centre Organization Contact/Caller Information (Name, phone number, email address) Create if not available Insert proper ...
Escalation for Complaints
Helpdesk Ticket Creation Create a ticket via ITop.com helpdesk module Insert all information related to the complaint Select BPO/Call Centre Organization Contact/Caller Information (Name, phone number, email address) Create if not available Insert p...
Escalation Payment/Finance
Helpdesk Ticket Creation Create a ticket via ITop.com helpdesk module Insert all information related to the request Select BPO/Call Centre Organization Contact/Caller Information (Name, phone number, email address) Create if not available Insert pro...
Escalation for Education/Content
Helpdesk Ticket Creation Create a ticket via ITop.com helpdesk module Insert all information related to the content Select BPO/Call Centre Organization Contact/Caller Information (Name, phone number, email address) Create if not available Insert pro...
Escalation for new Leads/Corporate Request
Helpdesk Ticket Creation Create a ticket via ITop.com helpdesk module Insert all information related to the bug Select BPO/Call Centre Organization Contact/Caller Information (Name, phone number, email address) Create if not available Insert proper ...
Setting Up Your Institution
How do I create an Institution? You can set up multiple Institutions under your organisation. These Institutions can be of different branches or divisions of your organisation. Note: Only an Account Administrator can create Institutions in an account. (...
Adding Administrators To Your Institution
How do I add an Administrator? Note: Only an Account Administrator can add other Administrators to an Institution. (The Account Administrator is the main account holder who is in charge of overseeing the entire network of Institutions) To add an Adminis...
Creating Courses For Your Institution
How can I create a Course? When a Course is created, it applies to all Institutions within your organisation. To add a new Course: In the Admin Panel, select Courses under Institution on the leftmost column. Click Create Course in the top right ...
Creating Facilities For Your Institution
How do I create a Facility? To add a new Facility: In the Admin Panel, select Facilities under Institution on the leftmost column. Click Create Facility in the top right. Fill in the required information. Click Add Courses to select one or m...
Creating Segments, Levels and Classes
How do I differentiate between Segments, Levels, Classes and Subclasses? Segments, levels, classes and subclasses are used to group learners together for lessons and grading. To better understand the differences, take a look at the following example: ...
Adding Educators To Your Institution
How is the Educators tab (under Roles) different from the Administrators tab (under Personnel)? The Educators tab allows you to edit or change Educator roles, while the Administrators tab mainly allows you to assign Administrator roles for your Institut...
Adding Learners To Your Institution
How do I add a Learner? Learners have access to Gradebook and can view their lessons and grades for every semester. To add a Learner: In the Admin Panel, select Learners under Roles on the leftmost column. Select the relevant Academic year, Segme...
Adding Learners’ Parents To Your Institution
How do I add a Learner’s Parent? Parents have access to Gradebook and can view their children’s grades for every semester. Note: Learners’ accounts must be created before Parents’. To add an account for a Learner’s Parent : Select Parents under Roles...
Creating Subclasses and Timetables
What is a Subclass? A Subclass is created when you want to divide your existing class into groups or categories. Take a look at the following example: Segment: Primary Levels: Primary 1, Primary 2, Primary 3 etc Cla...
Impact and Urgency
Impact Category Definition A department Cases that impacts processes within BeED's Ecosystem A service Cases that impacts a service/module A person Isolated cases that only impacts one person Urgency Category Definition...
Time To Own (TTO) and Time To Resolve (TTR)
Time To Own Agents are expected to assign and own their cases within 15 minutes under normal case loads. Ticket exceeding 15 minutes will result in failure to comply to the agreed SLA between BeED and service provider. Exceeding the agreed fail rate will res...
Adding New Contact Agent
The Contact Centre Manager Account would need to submit a change request via iTop for new agents. 1 Manager/TL submit Change Request via iTop 2 "Normal Change" 3 Select Organisation "BPO" Provider 4 Title "Agent Registration (DD/MM/Y...
HelpDesk Ticketing Flow Frame
New Call 1 Create new Helpdesk Ticket 2 Organisation- Select BPO Company 3 Caller- Create newRequired fields = First/Last NameEmail Address 4 Select OriginEmailCallPortal (Livechat) 5 Title 6 Include issue descript...