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UCLA Extension Support Playbook: Complete Agent Resource Guide

Seri Strong
Updated

UCLA Extension Support Playbook: Complete Agent Resource Guide

Overview

This comprehensive guide provides agents with standardized responses, workflows, and troubleshooting steps for UCLA Extension's most common support scenarios. Use CTRL+F to quickly find specific issues.

CANVAS ACCESS ISSUES

Problem: Student Cannot See Course in Canvas

Diagnostic Questions:

  • When did you complete enrollment?
  • Have you received a Canvas invitation email from enroll@uclaextension.edu?
  • What is your Student ID (T-number)?
  • What course are you trying to access?

Resolution Steps:

  1. If enrolled less than 48 hours ago:
    • Inform student: "Canvas access typically becomes available within 3 hours of enrollment and 2 days before the course start date"
    • Expected access time: [Enrollment time + 3 hours]
    • Canvas remains accessible 30 days after course ends (14 days full access, 16 days read-only)
  2. If enrolled more than 48 hours ago:
    • Verify enrollment status in system
    • Check if Canvas invitation was sent
    • Direct to password reset: https://my.uclaextension.edu
    • Click "Forgot Password?" → Enter email → Check inbox and spam
  3. If still unable to access:

Standard Response Template: "I can help you access your Canvas course. Canvas access is typically available within 3 hours of enrollment and 2 days before your course start date. To reset your password, visit https://my.uclaextension.edu and click 'Forgot Password.' If you're still having issues after trying this, I'll create a priority ticket for our technical team."

ENROLLMENT & REGISTRATION

New Student Enrollment Process

Steps to Guide Students:

  1. Create account at uclaextension.edu
  2. Search for courses or browse by certificate program
  3. Verify prerequisites (if applicable)
  4. Add course to cart
  5. Complete checkout with payment

Required Information:

  • Full legal name (must match ID)
  • Email address (becomes primary contact)
  • Mailing address
  • Phone number
  • Emergency contact

Concurrent Enrollment (UCLA Students Taking Extension Courses)

Key Dates:

  • Application Opens: March 17, 2025
  • Application Deadline: April 18, 2025
  • Fee: $46 per unit
  • Limit: 1 undergraduate course per quarter (max 2 per academic year)

Process:

  1. Submit Concurrent Enrollment Application online
  2. Wait for eligibility confirmation email
  3. Complete DocuSign Registration form
  4. Create UCLA Logon ID for Bruin Learn access
  5. Access course via Bruin Learn (not UCLA Extension Canvas)

Important Notes:

  • Upper-division tutorials (195-199) require department chair approval
  • Research tutorials require EH&S Laboratory Safety certificate
  • Students use separate Canvas instances (Bruin Learn vs UCLA Extension)

Drop, Withdrawal, and Refund Policy

Refund Schedule:

  • Before course starts: 100% refund minus $30 processing fee
  • Week 1 of course: 75% refund
  • Week 2 of course: 50% refund
  • After Week 2: No refund available

Process:

  1. Log into Student Portal
  2. Navigate to "My Enrollment History"
  3. Select course to drop
  4. Submit drop request
  5. Refund processes within 5-7 business days

Non-refundable Items:

  • Application fees
  • Candidacy fees ($200)
  • Processing fees ($30)
  • International student fees

TECHNICAL SUPPORT

VPN Connection Setup

Requirements:

  • Cisco AnyConnect client (pre-installed on work computers)
  • UCLA Extension credentials
  • Duo Mobile app for two-factor authentication

Connection Steps:

  1. Open Cisco AnyConnect
  2. Enter server: unex.ssl.vpn.ucla.edu
  3. Click Connect
  4. Enter username and password
  5. Complete Duo authentication (push notification or code)
  6. Verify connection status shows "Connected"

Troubleshooting:

  • Duo not working: Check phone has internet, app is updated, try backup codes
  • Connection timeout: Verify off-campus network, check firewall settings
  • Invalid credentials: Confirm using UCLA Extension username (not email)

Email Configuration Issues

Email Systems at UCLA Extension:

  • UCLA Extension Email: @uclaextension.edu (primary staff email)
  • G.UCLA Email: @g.ucla.edu (Google Workspace for UCLA)
  • Office 365: For designated departments

Cannot Send Emails - Troubleshooting:

  1. Check attachment size (limit: 25MB)
  2. Verify recipient addresses are valid
  3. Clear Outbox of stuck messages
  4. Check account storage quota
  5. Verify SMTP settings if using client:
    • Server: smtp.office365.com
    • Port: 587
    • Encryption: STARTTLS

Cannot Receive Emails:

  1. Check spam/junk folders
  2. Verify sender isn't blocked
  3. Confirm inbox isn't full
  4. Check forwarding rules
  5. Disable conversation view in Gmail for easier email location

Password Reset Procedures

Canvas Password Reset:

  1. Visit https://my.uclaextension.edu
  2. Click "Forgot Password?"
  3. Enter email address associated with account
  4. Check email for reset link (valid for 24 hours)
  5. Create new password (requirements: 8+ characters, 1 number, 1 special character)

Instructor Portal Password Reset:

  1. Navigate to Instructor Portal login
  2. Click "Forgot Password"
  3. Enter T-number or registered email
  4. Check email from enroll@uclaextension.edu
  5. Follow reset link to create new password

UCLA Logon ID Reset (for Concurrent Students):

  1. Visit identity.ucla.edu
  2. Select "Forgot Password"
  3. Enter UCLA ID number
  4. Complete security verification
  5. Reset password following UCLA requirements

FINANCIAL SERVICES

Payment Methods Accepted

  • Credit/Debit Cards (Visa, Mastercard, Discover, AMEX)
  • Electronic Check (ACH)
  • Wire Transfer (international students)
  • Company Purchase Orders
  • VA Benefits
  • Financial Aid (when applicable)

Payment Plan Eligibility

Qualifications:

  • Certificate program enrollment (total over $2,000)
  • Multiple course enrollment in same quarter
  • Good standing (no past due balances)

Terms:

  • 25% down payment required
  • Remaining balance split equally
  • Automatic monthly charges
  • $25 setup fee
  • Must complete before course ends

Invoice and Receipt Requests

How to Obtain:

  1. Log into Student Portal
  2. Go to "My Account"
  3. Select "Payment History"
  4. Click "Print Receipt/Invoice"
  5. Download PDF for records

For Company Reimbursement:

  • Official receipts include UCLA Extension Tax ID
  • Course completion certificates available after grades post
  • Transcripts can serve as proof of completion

CERTIFICATE PROGRAMS

Certificate Candidacy Requirements

Eligibility:

  • Complete minimum 2 courses in program with grade B or better
  • Maintain 2.5 GPA throughout program
  • Complete application with $200 fee
  • Finish all requirements within 5 years

Application Process:

  1. Complete 2 courses successfully
  2. Log into Student Portal
  3. Navigate to "My Programs"
  4. Select "Apply for Candidacy"
  5. Pay $200 candidacy fee
  6. Receive confirmation within 5 business days

Benefits of Candidacy:

  • Priority enrollment
  • Official certificate upon completion
  • Transcript notation
  • Access to career services
  • Graduation ceremony eligibility

Transfer Credit Policy

Acceptable Transfer Credits:

  • From regionally accredited institutions
  • Completed within last 5 years
  • Grade of B or better
  • Maximum 2 courses (varies by program)

Process:

  1. Submit official transcripts
  2. Provide course syllabus
  3. Pay $100 evaluation fee
  4. Wait 2-3 weeks for decision
  5. Receive approval/denial notification

INTERNATIONAL STUDENT SUPPORT

Key Contacts:

F-1 Visa Student Requirements

  • Full-time enrollment (minimum 12 units)
  • Maintain valid I-20
  • Health insurance mandatory
  • Report address changes within 10 days
  • Attend mandatory orientation

Common Immigration Issues

I-20 Problems:

  • Processing time: 5-7 business days
  • Required documents: Passport, financial proof, admission letter
  • Travel signature valid for 1 year
  • Report to ISS before any travel

Work Authorization:

  • CPT requires internship course enrollment
  • OPT application 90 days before program end
  • On-campus work limited to 20 hours/week
  • Must maintain valid status throughout

INSTRUCTOR SUPPORT

Instructor Portal Access

Login Issues:

  1. Use T-number (not email) as username
  2. Password case-sensitive
  3. Clear browser cache/cookies
  4. Try incognito/private browsing
  5. Supported browsers: Chrome, Firefox, Safari (latest versions)

Grade Submission Process

Deadlines:

  • Final grades due 72 hours after course ends
  • Late submissions require department approval
  • Changes after submission need grade change form

Steps:

  1. Log into Instructor Portal
  2. Select "Grade Submission"
  3. Choose course section
  4. Enter grades for each student
  5. Save progress frequently
  6. Submit when complete
  7. Print confirmation for records

Canvas Course Setup

Timeline:

  • Course shells created 4 weeks before start
  • Instructor access granted 3 weeks before
  • Student access begins 2 days before start
  • Course remains active 30 days after end

Required Elements:

  • Syllabus with learning outcomes
  • Weekly modules/content
  • Assignment descriptions with rubrics
  • Gradebook configuration
  • Communication policy

ESCALATION PROCEDURES

Priority Escalation Triggers

Immediate Escalation Required:

  • Keywords: "urgent," "emergency," "lawyer," "discrimination," "visa expiring"
  • Technical: Complete system outage, data breach, payment processing failure
  • Academic: Grade disputes, academic integrity, instructor complaints
  • Safety: Threats, harassment, medical emergency

Department Routing Guide

Learning Support Team:

Student Services:

  • Enrollment issues
  • Refunds and payments
  • Certificate questions
  • (310) 206-4563

International Student Services:

Academic Affairs:

IT Support:

QUICK REFERENCE SCRIPTS

Empathy Statements

  • "I understand how frustrating this must be. Let me help you resolve this right away."
  • "Thank you for your patience. I can see why this would be concerning."
  • "I apologize for the inconvenience. Here's what I can do to help..."

Hold/Wait Messages

  • "I need to check on that for you. This will take about 2-3 minutes."
  • "Let me pull up your account information. One moment please."
  • "I'm researching the best solution for you. Thank you for waiting."

Resolution Confirmations

  • "I've resolved this issue. You should see the changes within [timeframe]."
  • "Is there anything else I can help you with today?"
  • "I've documented everything we discussed. Your reference number is [#]."

SYSTEM URLS & RESOURCES

Student Resources:

Staff Resources:

Support Numbers:

  • Main Support: (310) 206-4563
  • Toll-Free: (866) 269-7289
  • Canvas 24/7: (888) 307-3065
  • International: +1 (310) 825-9351

COMPLIANCE REMINDERS

FERPA Requirements:

  • Verify student identity before sharing information
  • Never discuss grades via email
  • Use Student ID, not SSN
  • Protect student records confidentiality

ADA Accommodations:

  • Direct to Accessibility Services
  • Never ask about specific disabilities
  • Provide alternative formats when requested
  • Ensure equal access to services

METRICS & GOALS

Service Standards:

  • First response: Within 4 hours (business hours)
  • Resolution: Within 24 hours for standard issues
  • Escalation: Within 2 hours for urgent issues
  • Follow-up: Within 48 hours after resolution

Quality Metrics:

  • First Contact Resolution: Target 70%
  • Customer Satisfaction: Target 4.5/5
  • Average Handle Time: 15 minutes or less
  • Ticket Reopen Rate: Less than 10%

DOCUMENT CONTROL

Last Updated: September 2024
Next Review: December 2024
Owner: UCLA Extension Support Services
Contact: supportmanager@uclaextension.edu

Version History:

  • v3.0 - September 2024: Added AI Copilot integration guidelines
  • v2.5 - June 2024: Updated Canvas procedures
  • v2.0 - March 2024: Concurrent enrollment dates updated

This playbook is for internal use only. For the most current procedures, always verify with your supervisor or check the internal knowledge base.

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