Inquiries and communication
How does an enrollment advisor manage daily follow-up in Course?
Daily follow-up in Course involves reviewing both the inquiry list and scheduled tasks. The inquiry list shows the people being considered for enrollment; the pending calls view brings together phone tasks that have not yet been completed.
Read a task's completion state, the outcome of a phone call, and the inquiry's decision stage separately. A call may have been attempted without an answer, but that attempt does not establish the person's decision about enrolling.
On this page
Understand open, overdue, and completed work
The pending calls area on the calls page focuses on open phone tasks. A completed call shows a recorded contact outcome; it should not be confused with a task that is still waiting to be done.
| Record or view | What it means |
|---|---|
| Open task | Work that has not yet been completed; tasks with future due dates can also be open. |
| Overdue task | Work that is still open after its scheduled date and time have passed. |
| Completed task | Work completed through the task flow, with an outcome and completion details recorded. |
| Interaction record | The channel, time, outcome, and note for contact that took place or was attempted. |
Work through the daily follow-up views
Narrow down your work list.
Use the advisor, source, status, and date filters in the inquiry list. In the calls and tasks views, check the responsible person, scheduled time, and current task state before opening the relevant inquiry.
Read the history before making contact.
Review earlier notes, offers, and open tasks in the inquiry details. Confirm the current decision stage and any information already shared from the actual record.
Complete the task with its real outcome.
Select the outcome of the phone task. When you speak with the person, write a factual account of the conversation. For a face-to-face meeting or appointment task, record its outcome and the required note.
Check the next action.
If a follow-up task is planned in the completion form, check its type, date, and time. After saving, return to the inquiry details and confirm that the new task appears among open tasks.
Why might a follow-up task be required?
A workspace setting can require a new follow-up task until an inquiry is resolved. A separate setting can relax that requirement when the inquiry already has another open task. The rule therefore depends on the workspace settings, the inquiry's state, and its other open tasks.
The completion note is also carried into a follow-up task created through this flow. Use it to record the real outcome and give the person handling the next task useful context, not merely to say that a call was made. Do not describe planned work as an interaction that has already taken place.
What should you check at the end of the day?
- Do completed actions appear as completed in their records? Do not close a task merely to clear the list if the work was not done.
- Does each open inquiry have a clear next action and responsible person? The inquiry's advisor and a task's assignee are stored separately.
- Was an unanswered call mistaken for a decision not to enroll? A phone outcome does not, by itself, explain the person's education choice.
- If saving reported an error, does the action appear when you reopen the record? Confirm the success message and refreshed list before treating the work as complete.
Frequently asked questions
Does selecting a completed task reopen it?
No. Selecting a completed task in the inquiry details does not reopen it. Plan a separate task if more follow-up is needed.
Do I have to write a free-form note for every call?
A note is required when a phone conversation took place and when completing a face-to-face task. For an unanswered call, the form can prefill a standard outcome note; check that it accurately reflects what happened.
Does changing the inquiry's advisor transfer its tasks?
The inquiry advisor and task assignees are stored separately. Check the assignee of each open task when responsibility changes.
See how Course fits your institution's workflow
Explore the features described on this page in your account, or discuss your institution's needs with our team.