Presentation from Salesforce.org Higher Ed Summit 2017 by: Andrea Deau, University of Wisconsin Extension In 2016, the University of Wisconsin System's Flexible Option added a new business degree to its online competency-based portfolio. An innovative learning structure brought new challenges to operations and systems already stretched by UW Flex's unique needs. Pushed to capacity and with a tight one-year timeline, the build of a centralized student engagement system (SES) was taken on. When UW Flexible Option was launched, it was known that existing technology and systems infrastructure were not designed to support centralized operational services or accommodate a competency-based modality. Given the lack of existing solutions in the marketplace, and the tight timeline, the path to a successful future rested with internal development of an integrated student engagement system designed to provide users with an optimal service experience. Presenters will share how they leveraged Salesforce to build a new kind of student information system (SIS) managing the student lifecycle, admission through graduation.

1. The University of Wisconsin-Extension SES
- a new kind of SIS!
Andrea Deau, Director IT
Brian Busby, Enterprise Architect
Leah Meicher, Business Analyst

2. Chapter 1
Once upon a time…

3. …………..there was this problem.

4. The Problem….
Jobs of the Future Require More Education
Source: Carnevale, Anthony P. et al. (June 2010). Help Wanted: Projections of Jobs and Education Requirements Through 2018. Georgetown Center on Education and the Workforce. www9.georgetown.edu/grad/gppi/hpi/cew/pdfs/FullReport.pdf
By 2018, 61% of jobs in Wisconsin will require PSE. (National Average in
2018 63%)

5. University of Wisconsin-System
• 2 Doctoral Institutions
• 11 Comprehensive Campuses
• UW Colleges (2-year) 13 locations
• UW-Extension – statewide, non-degree
granting until 2016

6. • Continuing
Education, Outreach,
and E-Learning
• Cooperative
Extension
• Entrepreneurship
and Economic
Development
• Broadcast and Media
University of Wisconsin-Extension
Embodying the Wisconsin Idea

7. Chapter 2
Flex-ing our muscles

8. “This new model for delivering higher education will help us close the skills gap at an
affordable price to get Wisconsin working again...I am proud to support this exciting and
innovative University of Wisconsin solution.”
- WI Governor Scott Walker
Announcing the UW Flexible Option Program
- Launched January 2014

9. Glossary of Terms
UW Flexible Option programs
Self-directed, competency-based degrees and certificates, leveraging UW faculty to offer more personalized,
convenient, and affordable ways to earn a University of Wisconsin Degree or certificate.
Competency-based education
Focus on learning, not class time. Learners demonstrate mastery of a skill or competency and progress
through their education at their own pace.
Subscription Period
Three month cycle: the learner subscribes and renews every three months. Able to “pause” and “resume”
subscription periods based on life circumstances.
Competency sets/Projects
Competency sets: competencies organized in groupings of credits similar to courses
Projects: UWEX Bachelor’s of Business degree – 39 Projects, 116 competencies.

10. UW Flexible Option Program Offerings
Degree Completion Programs
● Associate of Arts and Science (UW Colleges)
● Bachelor of Science in Nursing, RN to BSN completion (UW-Milwaukee)
● Bachelor of Science in Biomedical Sciences Diagnostic Imaging degree completion (UW-Milwaukee)
● Bachelor of Science in Information Science and Technology degree completion (UW-Milwaukee)
● Bachelor of Science in Business Administration degree completion (UW-Extension)
Certificate Programs
● Business and Technical Communications (UW-Milwaukee)
● Project Management (UW-Parkside)
● Sales (UW-Parkside)
● Global Skills (UW-Parkside)
● Substance Use Disorders Counselor (UW-Madison)

11. Initial Architecture – Crazy Number of Systems!
PRISM Partner Campus #1 SIS
(PeopleSoft)
PAWS Partner Campus #2 SIS
(PeopleSoft)
SOLAR Partner Campus #3 SIS
(PeopleSoft)
CRM UW-Extension CRM (Salesforce)
LMS #1 UW-Extension Multi-tenant LMS
(Desire2Learn)
LMS #2 Partner Campus #2 LMS
(Desire2Learn)
Document Imaging UW-Extension (ImageNow)
Our role was Marketing, Recruiting and Advising - which required a CRM

12. • Student Centric
• Flexible &
Interchangeable
• Umbrella to multiple apps
• End-to-end Student
Lifecycle management
• Leverage data for
informed decision-making
• 360° view
Vision of the UW-Extension Student Engagement System

13. Thou shalt grant a degree. Oh…and you have 12 months to do it
- David Schejbal, Dean of CEOEL
Announcing the UW-Extension
Bachelor of Science Business Administration
degree
- Launched December 2016

14. • No operational staff
• Non-traditional Higher Ed
• No Student Information
System
• Un-mapped or no clear
business processes
• Insufficient technical
resources
Uh-Oh!!

15. Crisis
Opportunity

16. Chapter 3
Class is in SES-sion

17. • Finalized hiring of Bursar,
Registrar, Financial Aid
director
• Mapped 116 business
processes (full student
lifecycle)
• Engaged with Sierra-
Cedar to determine
feasibility of using
Salesforce as a
lightweight SIS
First Things First

18. Implementing the SES
Augment Technical Resources
• Sierra-Cedar as implementation partner
Re-Architect Tech Stack
• Now a campus in UW-System (shared
credentials, services) = UW-System Identity
Management
• Automate processes (especially those that
cross systems) = Data and Process
Integration
Extend Salesforce
• Separate CRM
• Back-Office (Salesforce) and Student
Experience (UW-System Portal service)
• API to support Student Experience
• CHEDA, Opportunities, Cases, Lightning
Student
Portal SES
Group Affiliation
Self Service
CEOEL
Staff
(back office)Roles
Triggers/Events
“Chunking”
CRM
-Recruiting
-Marketing
-Advising
Admissions
Enhanced
Advising
Registrar
Bursar
Identity
Management
UWSA
Person
Registry
Active
Directory
eApp
D2L
Portal

19. Competency-Based Higher Education Data Architecture
Transfer and Admissions
• Added Interactions object to consume college application and populate Student Record
• Added Student Action Items object (related to Contact and Opportunity) to manage checklist items for
Admissions process
• Added Transfer Credit and Transfer Credit Equivalency objects
Academics
• Managing UWEX Projects and Enrollments with HEDA Courses and Course Connections
• Expanded on HEDA to connect Catalog Course, Course Requirements, Competency Assessments,
and Competency Area objects to manage the curriculum being developed
= CHEDA

20. Competency-Based Higher Education Data Architecture
Degree Planning and Auditing
• Added Student Degree Plan object tied to HEDA’s Program Enrollment object
• Added custom objects to monitor progress towards degree completion
Bursar and Financial Aid
• Added objects to manage Billing for tuition
• Created Financial Aid object to manage the BSBA grant and loan application process
• Added Item Type table to manage funding strings for reporting and accounting purposes
= CHEDA

21. Opportunities & Case Management
Application Opportunities (New Students)
• Checklists (To Do) items and admissions decision
• Transfer credit evaluation
• Case management
Enrollment Opportunities (New & Continuing Students)
• Student degree planning
• Registrations and billing
• Case management
Case Management (Applicants, New & Continuing Students)
• Student-initiated from MyUW-Ex self-service portal
• Assigned to operational unit by Issue/Request Type
• Student services and technical support

22. SES Home Page (Lightning Experience)

23. Application Opportunity - Applicant

24. Application Opportunity- Enrolled!

25. Application Review & Decision
Stages
• Application Submitted (Incomplete,
Complete)
• Admissions Review
• Decision Pending
Opportunity Continues
• Admit
Opportunity Closes
• Deny
• Cancel application

26. Transfer Credit Evaluation
Stages
• Transfer Credit Evaluation
• General Education
• by Discipline
Opportunity Continues
• Transfer Credit Evaluation
completed

27. Admissions & Transfer Admissions Office

28. Transfer Credit Review

29. Academic Success Coaching
Stages
• Academic Planning
• Eligible to Register
Opportunity Continues
• Academic Plan completed and
confirmed
Opportunity Closes
• Cancellation
• No show

30. Academic Success Coach

31. Academic Success Coach

32. Registration & Billing
Stages
• Registered (calculate tuition &
fees, bill presentation)
• Registration Hold
Opportunity Closes as Enrolled
• Registrar assigns D2L
authorizations
• Student pays bill
Opportunity Closes
• Student drops all projects
• Administrative withdrawal

33. Registrar’s Office

34. Bursar’s Office

35. Registration & Billing

36. Enrollment Opportunity – Continuing Students

37. Enrollment Opportunity- Enrolled!

38. Case Management by Issue/Request Type

39. Through the eyes of a
student

40. My UW-Extension Student Self-Service (“MyUW-Ex”)

41. Student Self-Service “To Do List”

42. Student Self-Service“My Academic Record”

43. Student Self-Service “My Academic Plan”

44. Student Self-Service “Register”

45. Student Self-Service “Pay Bill”

46. Student Self-Service “Pay Bill”

47. Student Self-Service “Print Bill”

48. Student Self-Service “My Requests”

49. Chapter 4
Happily Ever After?

50.  Continued integration and
automation for BSBA
 Re-acquaint CRM to SES
 Move other Flex programs to
SES
 Move other Lines of
Business (LOBs) out of silos
and into SES
 Full Marketing Cloud
implementation across all
LOBs
What’s Next?
Student Engagement System Roadmap
Expanded CRM
Substance Use Disorder program
Business Degree
Original Flex & New programs
Marketing Cloud & CRM 3.0
Collaborative Programs
The University Learning Store
X-axis = learning; Y-axis = implementing
New Programs

51. Thank You