Centennial Access to Student Services (CASS) User Guide

Enrolment Services
ENROLMENT SERVICES
CASS
Centennial Access to Student Services
Step-By Step Fulfiller Guide
Step- by Step Guide
Step- by Step Guide
CASS
Centennial Access to Student Services
Step- by Step Guide
Step- by Step Guide
CASS

Table of contents
1. Overview 3
1.1 Introduction 3
1.2 Purpose of this guide 3
1.3 FULFILLERS 3
1.4 Important Note 3
2. Accessing the System 4
3. Accessing a Dashboard 5
4. Finding a Case 6
5. Accessing Dashboard Elements 7
6. Opening a case / Case list 8
7. Alternative Methods for Locating a Case 9
8. Assigning a case 10
9. Managing your case 11
10. Case view - case information 12
11. Requesting Information 14
12. Using the Case Management Features 16
13. Completing the case resolution process 18
14. Process 19
15. Submission on behalf of a student 20
2

Overview
Introduction
Centennial Access to Student Services - CASS 2.0 is an online platform built on ServiceNow that
allows students or prospects to submit a request. This system is designed to replace and enhance the
CASS 1.0 that was built on M365 platforms. This User Guide is a great reference tool for internal staff
members to utilize when navigating the CASS 2.0 platform. The manual present visuals and steps on
how to process cases and understand the features.
Purpose of this guide
This comprehensive user guide is intended to assist internal staff members in harnessing the full
potential of the new CASS 2.0 platform. Within this manual, you will find detailed instructions,
accompanied by visual aids, to streamline the process of managing cases and fully comprehend the
platform's rich feature set.
Fulfillers
Staff who uses the system to fulfill requests/needs
• Are licensed ServiceNow users
• Have access to the CASS 2.0 system to
o resolve requests
o submit requests on behalf of students
o monitor the system
o extract reports, etc.
Important note
Please note that only licensed users have the capability to process requests within CASS. If you have
new team members joining who require licenses, follow these procedures:
The manager of your department should send an email ESSystems@centennialcollege.ca providing
the following information for each new user:
• First and Last Name
• Employee ID
• Corporate Email Address
• User Group
Furthermore, in case there are any changes to a user's profile that necessitate license adjustments,
kindly notify the ESSystems team promptly. This will enable us to make the necessary updates and
prevent any licensing discrepancies.
3

Access the system
Getting started
1. Go to https://centennialcollegetest.service-now.com/
2. Login with your SSO credentials
4

Accessing a dashboard
To access the dashboard, follow these steps:
1. Click on the All menu
a. Search for and select Dashboards under Self-Service
b. In the Dashboards page, select All
c. Type "CASS" in the Search dashboard field
d. Choose the relevant Dashboard (e.g., CASS Agent Dashboard, CASS Manager Dashboard, CASS Agent
Dashboard – International, CASS Manager Dashboard – International)
Tips: Use ⭐" button to add the dashboard to favorites
5

Finding a case
• The dashboard elements are drilled through
• Click on the required category to open a more detailed list
6

Accessing dashboard elements
To access the dashboard elements with the 'Assignment group' pre-filtered, you have two options:
Option 1: Click on the 'New Unassigned Request' tile.
Option 2: Choose the empty row within the 'Request by Assignee' table.
7

Opening a case / case list
From In any list of cases, the following elements will help you identify or search for a case
A. Title Menu
B. Search bar
C. Breadcrumb navigator
D. Personalize list gear
E. Hyperlinked fields (blue font)
F. List navigation
G. Case number – click to open the case for review and action
8

Alternative methods for locating a case
1. Choose the desired field from the 'Student Services' dropdown menu, then enter and search by
the necessary criteria.
2. Click the

Assigning a case
How to assign a case to yourself
1. Click on the “Assign to me” button.
Once they move from “New” to “Open” you have the option to choose from a number of substates.
• The case State will change from "New" to "Open"
• The Substate will change to "Under review.”
• An email notification will be triggered to the student
Note: Changing the assignee directly or using “Assign to me” for an Open case will not trigger the changes above
If "State" is set to "Open," the following
substates are available:
• Request reopened: The case has
been reopened for further action.
• In progress: Work is actively being
carried out on the case.
• Pending: The case is on hold,
awaiting a specific event or action.
• Awaiting approval: Awaiting
approval for proceeding.
• Sent for final processing: The
case is in the final stages of processing.
If "State" is set to "Awaiting Information,"
the following substate is available:
• Student Action Required: The user is required to take action or provide necessary information.
If "State" is set to "Resolved," the following substates are available:
• Unable to process: The case cannot be processed due to certain constraints.
• Request completed: The requested action or service has been successfully completed.
• Duplicate Request: The case was closed because it was a duplicate request.
• Request withdrawn: The user has withdrawn their request, and the case is close
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How to assign a case to another team
1. In the Assignment group field, enter
the desired group name or select from
the list.
2. Click "Save."
3. An email notification will be sent to the
assignment group's corporate email.
How to assign a case to another user
1. In the Assignment group field, enter
the desired group name or select from
the list.
2. In the Assigned to field enter the
user’s name
3. Click "Save."
4. An email notification will be sent to the
assigned user’s corporate email.
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Managing your case
Saving case updates
Option 1:
To revisit a case at a later time, simply click the "Update" button. This action will save your progress,
allowing you to resume your work when convenient.
Option 2:
Immediate Case Work: To work on a case right away, press the "Save" button. This keeps you on the
current page.
12

Case view – case information
a. Case number
b. Submission information
c. Student information (name, ID, email address)
d. Details on student residential status (international vs domestic)
e. Case Status (priority, state, substate, updated and updated by)
f. Student program academic advisor information
g. Members who are designated to handle a particular form's tasks
h. Assignee
13

Requesting information
2.1 Resolving a case
When resolving a case, there is the ability to
select a solution from the "Substate" dropdown
menu based on the decision made for that
request.
• An email notification will be automatically
triggered and sent to the student's email
address.
2.2 Case closure
When staff propose a solution using the "Substate" dropdown, students will
have the following options:
• Students will receive a notification email regarding the decision.
• Students can choose to "Accept" or "Reject" the proposed solution.
• If the student rejects the solution, the case will reopen for further review and resolution.
• If the student does not take any action, the case will automatically close in 7 days.
14

Using the case management features
In the case management system, you have access to a range of tools that enable efficient case
management. Here's how to effectively use them:
Review student-submitted information
To examine the details provided by the student,
navigate to the “Details” tab.
Post work notes (not visible to the student)
To add internal work notes that are not visible to the
student go to the "Notes" tab.
Review activity stream and case history
Under the "Notes" tab, you can also access the
activity stream and review the case's history,
navigate to the "Notes" tab.
Add comments for the student
To communicate with the student, locate the
"Additional Comments (Customer Visible)"
section within the "Notes" tab:
• Add your comments in this section.
• Click "Post" to share your comments with the student.
15

Review or attach documents
To review additional attachments or attach
documents related to the case, use the following steps:
• Locate the section for documents within the case interface.
• Review existing documents or add new ones as required.
16

Completing the case resolution process
As you near the completion of the case resolution process, follow these steps below:
1. Adding resolution notes:
Head to the "Resolution Information" tab and make sure to document any relevant resolution notes.
2. Proposing a solution:
Click the "Propose Solution" button to suggest a resolution.
Selecting the Appropriate Substate:
From the dropdown menu, choose the relevant substate from the following options:
• Unable to process
• Request completed
• Duplicate request
• Withdrawn
3. To confirm your changes, simply click "Save."
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4. Student notifications:
Depending on the selected substate, a tailored
notification will be sent to the student. Note that
for "Request completed," distinct notifications
exist for Adding course(s) request, Drop courses
request, and all other request types.
5. Student response:
If the student takes no action
within 7 days the case is
automatically closed. They can
either "Accept Solution” (which
closes the case) or “Reject
Solution” which reopens the
case.
18

Process
Several request forms include an 'Approvals' tab for request completion. To finish the request, follow
these steps:
1. Navigate to the “Approvals” tab and choose the required decision, either "Accept" or "Reject"
from the dropdown menu.
2. Click "Save."
The following request types have custom approval fields within the “Approval” tab:
• Program Readmit and Transfer
• Student Financial Aid - Flexible Payment Options
• Equivalency & Course Waiver
• Promissory Note Request
• Program Withdrawal
• Overpayment Refund Request
• Adding Course(s)
• Dropping Course(s)
19

Submission on behalf of a student
Students should be encouraged and assisted in submitting requests themselves, but if they encounter
technology issues, staff members do have the capability to submit requests on their behalf
1. Sign in to the Service Request Portal
https://centennialcollegetest.servicenow.com/cass
2. Choose the appropriate form based on
the type of request.
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3. In the "Requested for" field, either
manually
a. enter the student's first and last
name or select it from the provided
drop-down list.
b. Fill out the form with the necessary
information.
4. Submit the completed form.
2