University of London

Enquiry Hub

Contents

1.0 Introduction: New Enquiry Management System.......................................................... 2

2.0 The University of London Enquiry Hub ........................................................................ 3

2.1 Logging into the Enquiry Hub (Current Students) ........................................................ 4

2.2 Registering (other users – not Current Students) ........................................................... 7

2.3 Enquiry Hub screen after Logging In ............................................................................ 9

3.0 Enquiry Hub: Find answers (knowledge base) ............................................................ 11

3.1 Enquiry Hub: Request Something (raise an enquiry) .................................................. 14

3.2 Enquiry Hub: Interested in distance learning/SAS postgraduate programme ............. 18

4.0 Menu options (viewing Enquiries and Actions needed) .............................................. 20

Page 1 of 20
1.0 Introduction: New Enquiry Management System

The University of London is transitioning to a new enquiry management system.

The new system will provide an improved and more efficient service for enquiries.

From student feedback, improving our enquiry service was a top priority and it is at the
forefront of our strategic plans to improve the student experience. The new system will help
to improve the speed and quality of our responses to enquiries.

The new enquiry management system will offer an improved user experience with an easy-to-
use design and strong case management capabilities.

The system will support staff at the University of London in handling more complex enquiries
that require follow-up questions to resolve.

The new system allows the University of London to set targets for service standards using data
from its reporting functions to ensure that we communicate when enquirers/Students can expect
an enquiry to be resolved.

During the transition period to the new system, enquirers/Students can continue to use the
current enquiry management system. Once the transition has taken place, enquirers / Students
will still have access to existing enquiries through the Student Portal for a limited time. If
Students wish to keep a record of existing enquiries, it is recommended that enquiries are saved
offline.

Page 2 of 20
2.0 The University of London Enquiry Hub

The Enquiry Hub page will be presented in the similar manner to the example shown below.

Four areas of the screen will be presented as ‘Find answers’ (to search the knowledge base),
‘Make an enquiry’ (to raise an enquiry) ‘Interested in distance learning’ to join a mailing
list to receive course information and ‘Interested in SAS postgraduate programmes’ to
receive informaotin about humanies degrees at the School of Advanced Study.

Towards the upper right of the screen, three menu options

will be presented:
• Knowledge Enables a user to search knowledge articles for answers to common
questions.

• Register Prior to logging an enquiry, a new user (who is not a previously

registered or current student) will need to register. The Register menu
presents a registration screen (as shown overleaf).

• Log in To Log into the UoL Enquiry Hub.

Page 3 of 20
2.1 Logging into the Enquiry Hub (Current Students)

Current students

Your log in details for the Enquiry Hub are slightly different from your Student Portal log in.

Once you have selected the ‘Ask a Question’ button in the Portal, or come to the Enquiry Hub
directly, you will need to log in again.

On the Enquiry Hub home page select the ‘Log in’ link in the top right of your browser window
(if you are using a phone you will need to tap on the three lines icon to expand the options
menu, you will see ‘Log in’ there).

If you are a current student with the University of London, select the link labelled
‘Use external login’ on the log in page.

Page 4 of 20
Your username is your current Student Portal username with the ‘@london.ac.uk’ suffix. For
example, if your username is xxx999 your username for the Enquiry Hub will be
[email protected].

Enter your username and select the Submit button.

You will then be asked for

your username a second
time.

Enter your username and

select the Next button.

Page 5 of 20
On the next screen enter
your password and select
the Sign in button.

Your password will be the

same password that you
use for the Student Portal.

If you have forgotten or need to reset your password please go to the Student Portal
(http://my.london.ac.uk) and select the ‘forgotten password’ link on the log in page.

Once you have reset your password, your portal and Enquiry Hub passwords will synchronise
within 10 minutes.

Page 6 of 20
2.2 Registering (other users – not Current Students)

A new user (who is not a previously registered or current student) will need to use the Register
option to setup an account. If Register is chosen from the upper-right menu, the Sign up
screen will be shown.

Illustrated below are a range of fields requesting information:

• Email Address
• First Name
• Last Name
• Phone Number (optional field)
• Password

After entering values into the fields presented, select the

checkbox adjacent to the field labelled ‘I’m not a robot’.

The checkbox will change to a ‘tick’ icon (as shown right).

Also, select the checkbox adjacent to the ‘I agree to the
Privacy Policy and the Customer Service Terms and
Conditions’ field (note that you can also select the Privacy
Policy and Customer Service Terms and Conditions links).

Select the Sign Up button to continue.

Page 7 of 20
A message prompting for further actions via an email will be shown.

A new user will receive an email

similar to the example shown
right.

A new user will need to initially

validate their email address by
following the link provided.

After selecting the link, a

message will be presented in a
similar manner to the illustration
shown below.

The Email address of the user

and the Username will also be
shown in the email message.

After following the validation step/link via the email

sent to a new user, select the Log in link from the
upper-right menu of the Enquiry Hub to log in.

Enter a Username and Password into the fields

presented and select the Log in button to
continue.

If you have already signed up but have forgotten

your password, select the ‘Forgot Password’
link and follow the on-screen instructions.

Page 8 of 20
2.3 Enquiry Hub screen after Logging In

After logging into the main Enquiry Hub screen (shown below), three further interactive areas
are presented towards the lower edge of the screen.

• Find answers
Enables a user to search knowledge articles for answers to common questions.

• Make an enquiry
To open an enquiry or view services.

• Interested in distance learning course

To join a mailing list to receive course information.

• Interested in SAS postgraduate programmes

To receive information about humanities degrees at the School of Advanced Study.

Page 9 of 20
Note that after approximately 10 seconds, the Virtual Agent
will be presented towards the right-hand-side of the screen.

The Virtual Agents permits the input of questions into the text
box labelled ‘Please type your request’ (press the ENTER
key or select the arrow icon after entering any desirable text).

Suitable answers and options will be presented by the

Virtual Agent.

The Virtual Agent can be minimised by selecting the

cross icon towards the lower-right of the window.

If the page is inactive for many

minutes, the Session Expired
message will be displayed. Select the
Refresh button to refresh the page.

A search field will also be presented towards the upper middle of the screen (permitting the
entry of any search criteria). Select the zoom icon to search.

Page 10 of 20
3.0 Enquiry Hub: Find answers (knowledge base)

From the main Enquiry Hub screen, the ‘Find answers’ option can be chosen to browse &
search the knowledge base for answers to common questions. Note that the ‘Knowledge’ link
via the menu (in the upper right corner of the screen) can also be selected.

Beneath the ‘Find answers’ option, a sub-section labelled ‘Most

Read Articles’ will show frequently requested knowledge articles
which can be quickly selected.

After selecting an item from the ‘Most Read Articles’ area of the
screen, the article will be displayed in a new window in a similar
manner to the example shown below.

Page titles can be selected to return to previous pages (in addition to

using browser back buttons).

The Yes or No buttons can be chosen to indicate if the article has been helpful, and users can
rate the article by selecting one to five stars (as a review).

Page 11 of 20
If ‘Find answers’ is chosen from the main Enquiry Hub screen,
the Explore our Knowledge Bases screen will be presented (as
illustrated below).
Search criteria can be entered into the search box towards the upper area of the screen.

The ‘SAS Postgraduate Programme Knowledge Base’ or ‘UoL Distance Learning

Knowledge Base’ can be chosen from the middle of the screen to display all available
knowledge articles.

To filter down the number of resulting articles shown, select the Filters icon.

A range of filtering options will be shown, including Language, Category, Rating, Last
Modified (Date), & View Count. From any of the filtering sections, choose a suitable option
or enter a value into a filter search box.

Page 12 of 20
After searching for articles and/or applying filters, corresponding knowledge articles will be
shown in the main central area of the screen (as illustrated below).

To view the article in full, select the article title. The article will be presented in a new screen.

Page titles can be selected to return to previous pages (in addition to using browser back
buttons).

The Yes or No buttons can be chosen to indicate if the article has been helpful, and users can
rate the article by selecting one to five stars (as a review).

Page 13 of 20
3.1 Enquiry Hub: Request Something (raise an enquiry)

To raise an enquiry, select the ‘Make an enquiry’ link from the middle of the screen.

After selecting ‘Make an enquiry’, the Categories screen will be displayed.

An enquiry relating to a specific subject/category can be selected via the

Categories menu or from the main display area.

Frequently used categories can also be chosen from the ‘Popular Items’
area of the screen.

The icons towards the

upper right can be
chosen to display items
as a grid or list
respectively.

Page 14 of 20
After selecting a desired category, an Enquiry form will be presented in a similar manner to
the example shown below. Mandatory/required fields are indicated with a * character.

As an example of an enquiry form, if Yes was entered into a question field such as ‘Does your
enquiry relate to a course you have recently enrolled for, or started an application for?’, a
further field will be presented asking for additional information (i.e., a Course title).

A question mark icon will be shown adjacent to many fields on the form. Selecting the icon to
present further guidance for entering data in the field (the additional information also aids
accessibility for screen-readers).

Page 15 of 20
In other fields, enter text into the free-text boxes as indicated.

Note that any mandatory/required

fields that have not been completed
will be summarised towards the
lower edge of the screen.

Towards the lower edge of the form, the Add attachments icon can
be chosen to add attachments to the enquiry.

After selecting the Add attachments icon, the ‘Add attachments’ window will be presented
(as illustrated below).

The prompt in the window will read: “Choose a file or drag it here. Copy and paste clipboard
files here”. The attachments window therefore permits an enquirer to select/choose file from
a local device, drag or drop a document into the window or copy/paste an item into the window.

As an example of adding an
attachment via the ‘Choose
a file’ link, the ‘Open’
window will be shown,
permitting the selection of
an attachment from a
drive/folder/location.

Select the Open button

after choosing a file to
continue.

Page 16 of 20
The attached file will be shown (as an icon and filename, showing the size in KB or MB).

To open/view the attachment, select the filename.

To edit/change the attachment, select the pencil icon.

To remove the attachment, select the X icon.

To add further attachments, select the Add attachments icon.

To submit the enquiry, select the Submit button towards the lower area of the screen.

After submitting the enquiry, the enquiry will be presented in a similar manner to the example
shown below. Note that an enquiry reference number in the format of EQNxxxxxxx (where
x is a number) will be generated. An email copy of the enquiry will also be sent.

Page 17 of 20
3.2 Enquiry Hub: Interested in distance learning/SAS postgraduate programme

To indicate an interest in a course (to join a mailing list to receive course information), select
the ‘Interested in distance learning’ or the ‘Interested in SAS postgraduate programmes?’
option from the Enquiry Hub screen.

After selecting the ‘Interested in a course’ option, the ‘Register your interest in our courses’
screen will be presented (in a similar manner the example shown below).

Page 18 of 20
Further down the page, a
form can be filled in by
providing information in
the following fields:

• First Name
• Last Name
• Email Address
• Mobile Number
• Country
• Award Level
• How did you hear
about the University
of London?

If Masters has been chosen from the

Award Level field, a further question
asking for the Subject Area (Master)
will be presented.

If MPhil/PhD has been chosen from the

Award Level field, a further question
asking for the Subject Area
(MPhil/PhD) will be presented.

Towards the lower area of the form, select the opt-in box to receive updates about the course
and choose the Submit button to submit details entered into the form.

Page 19 of 20
4.0 Menu options (viewing Enquiries and Actions needed)

From the My Lists menu, a

number of options can be
chosen including:
• All open enquiries
• Action needed
• All my enquiries

After choosing the ‘All open enquiries’ option, the enquiries raised by the student will be
shown (as illustrated in the example provided below).

In the ‘Action needed’ section, any enquiries and actions required will be presented.

The ‘All my enquiries’ section will show all enquiries logged by the student.

Page 20 of 20