Got a question about SID? Here are some of our FAQs …

Can a student log a query on their mobile phone?

Yes. The SID SMS Management component allows a student to send a text message though an institution SMS gateway and have it converted to an SID Enquiry. These enquiries are logged as mobile enquiries and the Administrators web interface changes to limit the response to 160 characters which is sent back to the mobile phone.

Do I need SITS to run SID?

No. SID is a standalone product which can integrate with any Student Admin System whether they are SQL Server or Oracle.

Is it web hosted or do I have to host it from my server?

Institutions can choose whether to host SID in house or have Tribal host it externally.

What modules are compulsory and what modules are optional?

The Enquiry Management & Knowledge Management (FAQ) components are core. All other components are optional and can be added when required.

Do you provide training for SID?

Full training is given as part of the implementation project to enable institution Administrators to configure SID in the future. This allows them to create new Enquiry Centres for other business areas, create and edit Enquiry Categories, Service Level Agreements, Appointment Options and create and maintain Queue Management records.

How much is it?

SID component costs are based on a combination of the weighting of each component and the FTE of each institution. This means that it costs less for smaller institutions.

What level of support do I receive? Is it an out of the box solution or is it configurable?

As well as the comprehensive training undertaken as part of the implementation plan, full support for all components can be called upon at any time through the MySITS Helpdesk which is also powered by SID.

SID prides itself on being quick to set up and run with a plug and play philosophy where as part of the implementation we create an Enquiry Centre, Service Categories, Teams, Staff, Service Level Agreements and Call Centre Parameters. Once this data is set, you are ready to go. But, with the Enquiry Centre Model, different business teams can change the brand, terminology and all of the records stated above to configure the system for their particular requirements.

This allows SID to be rolled out to diverse business teams over a period of time to cater for each functional area.

Do you charge for the number of seats for Administrators to use SID?

No. Each institution has a site licence based on their FTE number of students. There is no limit to the number of staff or teams that can use SID for Customer Support.

Does the institution I.T. team administer and configure SID?

Not usually. Each functional business team normally administer their own records in SID and we usually train super users from each business area. This means each team have the responsibility and permissions to configure their part of the system to suit their changing requirements.

Specific Component FAQ:

Enquiry Management:

Does SID only handle student enquiries?

No. Institution Administrators can configure any number of user types and attach specific service categories to each type. This way, we can take a user from a Course Enquirer, through the Applicant stage, to current Student and then to Alumni and support them through every stage with services relevant to them.

Do we need to copy our Student Data across to SID?

No. When a student logs in SID queries your Student Admin system in real time and if that student has never logged an enquiry with SID before, it will create a new Enquirer record on the fly from the Student Admin data. With this model we always ensure SID has up to date information on each Enquirer based on the Master Student Admin database.

Which departments does SID support?

Our core market is Student Services teams, but our clients to SID to support Registry, Finance, Exams, Ceremonies, IT, Library, Careers and even support Academic and Admin staff for issues such as HR and Payroll. Since institutions can create any number of user types and any number of service categories, there is no limit to the types of stakeholders that each institution can support…and the more functional areas that use SID, the more value you get for your money and the more you build a holistic view of each students’ welfare.

Can you limit who can see sensitive issues?

A comprehensive Access Control system exists to give permissions to teams and staff based on Enquiry Centres, Service Categories and teams, Institutions can configure these Access Controls to suit their policies.

Knowledge Management (FAQ):

Who administers the FAQs?

Each FAQ is owned by a particular staff member of team. Each functional business area create, edit and delete their own FAQ. If a member of staff flag an FAQ as “Needs Updated”, the FAQ owner will receive an email alerting them to the out of date FAQ.

Can FAQs be rated by users?

Yes. The Knowledge base must be managed and the users can click a thumbs up/Thumbs down flag and also leave comments that can be reviewed by the FAQ owner.

How are FAQs created?

A simple web admin screen exists to allow administrators to quickly create and publish FAQs if they have the correct permissions. When an enquiry is closed, staff can click a button to turn the Enquiry question and solution in to a draft FAQ that is reviewed, edited and published by the relevant manager.

Case Management FAQ

How does a case differ from an enquiry?

Enquiries tend to be short term issues that are quickly resolved. Enquiries hold every interaction between enquirers and staff to provide a complete audit trail of Cases can last for the duration of a student’s life at an institution. The default Access permissions for an Enquiry is for team members to see each other enquiries, but when a Case is created, by default, only the Case owner can see the case and must invite other staff to see the case.

Yes. The SID SMS Management component allows a student to send a text message though an institution SMS gateway and have it converted to an SID Enquiry. These enquiries are logged as mobile enquiries and the Administrators web interface changes to limit the response to 160 characters which is sent back to the mobile phone.


Want to speak to us?

UK Call: +44 (0) 845 3133 151
Asia Pacific Call: +61 (3) 5221 5535
Email: sales@tribalgroup.com

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