Centennial Access to Student Services (CASS) User Guide

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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
Page 1: Enrolment Services ENROLMENT SERVIC
Page 5 and 6: Accessing a dashboard To access the
Page 7 and 8: Accessing dashboard elements To acc
Page 9 and 10: Alternative methods for locating a
Page 11 and 12: How to assign a case to another tea
Page 13 and 14: Case view - case information a. Cas
Page 15 and 16: Using the case management features
Page 17 and 18: Completing the case resolution proc
Page 19 and 20: Process Several request forms inclu
Page 21: 3. In the "Requested for" field, ei

Centennial Access to Student Services (CASS) User Guide

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