# 5. Student Support Functions

User Type: **Super Administrator**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 5. Student Support Functions

### 5.1 Handle Student Queries and Technical Issues
**What it does:** Handles the student queries and technical issues: the query (the query, the student, the issue, the date) and the technical issue (the issue, the student, the resolution, the date) are handled, so the students are supported (the handling is the resolution). The Super Administrator handles the student queries and technical issues (the query, the student, the issue, the date) so the handling is structured and the resolution is explicit.

**Sub-features:**
- Query: the query (the query, the student, the issue, the date)
- Student: the student (the student, the name, the query)
- Issue: the issue (the issue, the description, the date)
- Resolution: the resolution (the resolution, the steps, the date)
- Query count: the count (the count of the queries)
- Query status: the status (the open, the pending, the resolved)
- Query view: the view (the queries, the students, the issues, the dates)
- Audit logging of the student query handling

**Super Administrator User Journey:**
1. Super Admin handles the student query and technical issue: the query (the query, the student, the issue, the date), the student (the student, the name, the query), and the issue (the issue, the description, the date); the handling is explicit.
2. Selects the student: the student (the student, the name, the query); the student is the user.
3. Views the issue: the issue (the issue, the description, the date); the issue is the problem.
4. Creates the resolution: the resolution (the resolution, the steps, the date); the resolution is the fix.
5. Views the query count: the count (the count of the queries); the count is the measure.
6. Views the query status: the status (the open, the pending, the resolved); the status is the state.
7. The query is handled: the queries, the students, the issues, the dates, so the resolution is complete.
8. The student query handling is audit-logged with the query, the student, and the timestamp.

**Rules & Edge Cases:**
- The query is the request (the query, the student, the issue, the date); the query is the question.
- The student is the user (the student, the name, the query); the student is the learner.
- The issue is the problem (the issue, the description, the date); the issue is the fault.
- The resolution is the fix (the resolution, the steps, the date); the resolution is the remedy.
- The query is handled (the queries, the students, the issues, the dates); the resolution is managed.
- Student query handling is audit-logged with the query, student, and timestamp.

### 5.2 Manage Parent Communication
**What it does:** Manages the parent communication: the communication (the communication, the parent, the message, the date) is managed for the parents, so the parents are informed (the communication is the update). The Super Administrator manages the parent communication (the communication, the parent, the message, the date) so the communication is structured and the update is explicit.

**Sub-features:**
- Communication: the communication (the communication, the parent, the message, the date)
- Parent: the parent (the parent, the name, the communication)
- Message: the message (the message, the text, the date)
- Communication count: the count (the count of the communications)
- Communication status: the status (the sent, the read, the replied)
- Communication view: the view (the communications, the parents, the messages, the dates)
- Communication export: the export (the communications, the format, the parent)
- Audit logging of the parent communication management

**Super Administrator User Journey:**
1. Super Admin manages the parent communication: the communication (the communication, the parent, the message, the date), the parent (the parent, the name, the communication), and the message (the message, the text, the date); the communication is explicit.
2. Selects the parent: the parent (the parent, the name, the communication); the parent is the guardian.
3. Creates the message: the message (the message, the text, the date); the message is the content.
4. Views the communication count: the count (the count of the communications); the count is the measure.
5. Views the communication status: the status (the sent, the read, the replied); the status is the state.
6. Exports the communications: the export (the communications, the format, the parent); the export is the record.
7. The communication is managed: the communications, the parents, the messages, the dates, so the update is complete.
8. The parent communication management is audit-logged with the communication, the parent, and the timestamp.

**Rules & Edge Cases:**
- The communication is the update (the communication, the parent, the message, the date); the communication is the contact.
- The parent is the guardian (the parent, the name, the communication); the parent is the stakeholder.
- The message is the content (the message, the text, the date); the message is the payload.
- The communication status is the state (the sent, the read, the replied); the status is the control.
- The communication is managed (the communications, the parents, the messages, the dates); the update is managed.
- Parent communication management is audit-logged with the communication, parent, and timestamp.

### 5.3 Process Account-related Requests
**What it does:** Processes the account-related requests: the request (the request, the student, the type, the date) is processed for the account, so the account is updated (the processing is the action). The Super Administrator processes the account-related requests (the request, the student, the type, the date) so the processing is structured and the action is explicit.

**Sub-features:**
- Request: the request (the request, the student, the type, the date)
- Student: the student (the student, the name, the request)
- Request type: the type (the type of the request, e.g., the password reset, the profile update, the plan change)
- Request status: the status (the pending, the processed, the rejected)
- Request count: the count (the count of the requests)
- Request view: the view (the requests, the students, the types, the dates)
- Request export: the export (the requests, the format, the type)
- Audit logging of the account request processing

**Super Administrator User Journey:**
1. Super Admin processes the account-related request: the request (the request, the student, the type, the date), the student (the student, the name, the request), and the type (the type of the request, e.g., the password reset, the profile update, the plan change); the processing is explicit.
2. Selects the student: the student (the student, the name, the request); the student is the user.
3. Selects the request type: the type (the type of the request, e.g., the password reset, the profile update, the plan change); the type is the category.
4. Views the request status: the status (the pending, the processed, the rejected); the status is the state.
5. Views the request count: the count (the count of the requests); the count is the measure.
6. Exports the requests: the export (the requests, the format, the type); the export is the record.
7. The request is processed: the requests, the students, the types, the dates, so the action is complete.
8. The account request processing is audit-logged with the request, the type, and the timestamp.

**Rules & Edge Cases:**
- The request is the action (the request, the student, the type, the date); the request is the ask.
- The student is the user (the student, the name, the request); the student is the learner.
- The request type is the category (the type of the request, e.g., the password reset, the profile update, the plan change); the type is the segment.
- The request status is the state (the pending, the processed, the rejected); the status is the control.
- The request is processed (the requests, the students, the types, the dates); the action is managed.
- Account request processing is audit-logged with the request, type, and timestamp.

### 5.4 Monitor Student Engagement and Send Alerts
**What it does:** Monitors the student engagement and sends the alerts: the engagement of the students (the engagement, the student, the metric, the date) is monitored, and the alerts (the alert, the student, the reason, the date) are sent, so the students are engaged (the monitoring is the watch). The Super Administrator monitors the student engagement and sends the alerts (the engagement, the student, the metric, the date) so the monitoring is structured and the watch is explicit.

**Sub-features:**
- Engagement: the engagement (the engagement, the student, the metric, the date)
- Student: the student (the student, the name, the engagement)
- Engagement metric: the metric (the metric of the engagement, e.g., the login, the video completion, the quiz score)
- Alert: the alert (the alert, the student, the reason, the date)
- Alert count: the count (the count of the alerts)
- Alert status: the status (the sent, the read, the acted)
- Engagement view: the view (the engagements, the students, the metrics, the dates)
- Audit logging of the engagement monitoring and alerts

**Super Administrator User Journey:**
1. Super Admin monitors the student engagement and sends the alert: the engagement (the engagement, the student, the metric, the date), the student (the student, the name, the engagement), and the metric (the metric of the engagement, e.g., the login, the video completion, the quiz score); the monitoring is explicit.
2. Selects the student: the student (the student, the name, the engagement); the student is the learner.
3. Views the engagement metric: the metric (the metric of the engagement, e.g., the login, the video completion, the quiz score); the metric is the measure.
4. Sends the alert: the alert (the alert, the student, the reason, the date); the alert is the signal.
5. Views the alert count: the count (the count of the alerts); the count is the measure.
6. Views the alert status: the status (the sent, the read, the acted); the status is the state.
7. The students are engaged: the engagements, the students, the metrics, the dates, so the watch is complete.
8. The engagement monitoring and alerts are audit-logged with the engagement, the student, and the timestamp.

**Rules & Edge Cases:**
- The engagement is the activity (the engagement, the student, the metric, the date); the engagement is the participation.
- The student is the learner (the student, the name, the engagement); the student is the user.
- The engagement metric is the measure (the metric of the engagement, e.g., the login, the video completion, the quiz score); the metric is the value.
- The alert is the signal (the alert, the student, the reason, the date); the alert is the notice.
- The students are engaged (the engagements, the students, the metrics, the dates); the watch is managed.
- Engagement monitoring and alerts are audit-logged with the engagement, student, and timestamp.

### 5.5 Handle Course Access Issues
**What it does:** Handles the course access issues: the issue (the issue, the student, the course, the date) is handled for the course access, so the student can access the course (the handling is the fix). The Super Administrator handles the course access issues (the issue, the student, the course, the date) so the handling is structured and the fix is explicit.

**Sub-features:**
- Issue: the issue (the issue, the student, the course, the date)
- Student: the student (the student, the name, the issue)
- Course: the course (the course, the name, the issue)
- Resolution: the resolution (the resolution, the steps, the date)
- Issue count: the count (the count of the issues)
- Issue status: the status (the open, the pending, the resolved)
- Issue view: the view (the issues, the students, the courses, the dates)
- Audit logging of the course access issue handling

**Super Administrator User Journey:**
1. Super Admin handles the course access issue: the issue (the issue, the student, the course, the date), the student (the student, the name, the issue), and the course (the course, the name, the issue); the handling is explicit.
2. Selects the student: the student (the student, the name, the issue); the student is the learner.
3. Selects the course: the course (the course, the name, the issue); the course is the content.
4. Creates the resolution: the resolution (the resolution, the steps, the date); the resolution is the fix.
5. Views the issue count: the count (the count of the issues); the count is the measure.
6. Views the issue status: the status (the open, the pending, the resolved); the status is the state.
7. The issue is handled: the issues, the students, the courses, the dates, so the fix is complete.
8. The course access issue handling is audit-logged with the issue, the student, and the timestamp.

**Rules & Edge Cases:**
- The issue is the problem (the issue, the student, the course, the date); the issue is the fault.
- The student is the learner (the student, the name, the issue); the student is the user.
- The course is the content (the course, the name, the issue); the course is the subject.
- The resolution is the fix (the resolution, the steps, the date); the resolution is the remedy.
- The issue is handled (the issues, the students, the courses, the dates); the fix is managed.
- Course access issue handling is audit-logged with the issue, student, and timestamp.