A Day in the Life of a WGU Faculty Member
Start
Welcome to Workflow Challenge — Faculty Edition!
You’ll move through a typical day as a Program Mentor or Instructor. Make decisions, remix outreach, fix notes — and survive the day!
Start Day
How to Play
To get started - Select your Role
Program Mentor
Instructor
Round 1: "The Morning Rush"
You've just logged into SalesForce and see these Essential Actions:
Student Name
Reason
Momentum
Hannah has scheduled an appointment with you for this afternoon.
Oh no! Daniel has just 1 week left in their term.
Nurse QApoindexter
Student Passed Preassessment - PM
Med
Innis QApoindexter
PM - Student Not Academically Engaged for 10 Days
Low
Daniel QApoindexter
Student Failed Objective Assessment - PM
High
Hannah QApoindexter
New Student Added to Caseload
Oliver QApoindexter
Student Passed Objective Assessment- PM (24 hr SLA)
Med Low
As a group, determine what order you will reach out to these students, and why, before your time runs out.
Click & drag the names below to the chart on the right to arrange them in the order you will reach out
Incoming Text: "Hello, this is Raquel. EMERGENCY!!! I need to meet with you ASAP!" Where does Raquel fit in your order?
Does this change your order?
Does this change your order?
Does this change your order?
Innis
Nurse
Raquel
Hannah
Daniel
03:00
Oliver
Round 2: "Outreach Remix"
You’re the DJ of student success! Each track below represents a student from your Essential Actions list. Click on each track below to read about your student, then decide: 1️⃣ Which communication mode fits best (text, email, or phone call)? 2️⃣ What would you say? (Keep it short, warm, and personalized.)
Congrats! You survived the morning rush! Next: Reaching out to each student
Innis
Daniel
Hannah
07:00
Round 3: "The Note Doctor"
You made a plan, you had the call... Next: Documenting the call
Each “patient file” below contains a faculty note that needs your diagnosis. Click each file to read the note, diagnose what’s wrong, and prescribe a fix.
Hannah
Innis
Daniel
08:00
Round 1: "The Morning Rush"
You've just logged into SalesForce and see these Essential Actions:
Student Name
Reason
Momentum
Hannah has scheduled an appointment with you for this afternoon.
Oh no! Daniel has just 1 week left in their term.
Nurse QApoindexter
Student Passed Preassessment - Instructor
Med
Nurse QApoindexter
Student Passed Preassessment - PM
Med
Innis QApoindexter
Two Weeks Since Last Course Contact
Low
Innis QApoindexter
PM - Student Not Academically Engaged for 10 Days
Low
Daniel QApoindexter
Student Failed Objective Assessment - Instructor
High
Daniel QApoindexter
Student Failed Objective Assessment - PM
High
Hannah QApoindexter
Assessment Task Locked
Low
Hannah QApoindexter
New Student Added to Caseload
Oliver QApoindexter
Student Passed Objective Assessment- Instructor
Med Low
Oliver QApoindexter
Student Passed Objective Assessment- PM (24 hr SLA)
Med Low
As a group, determine what order you will reach out to these students, and why, before your time runs out.
Click & drag the names below to the chart on the right to arrange them in the order you will reach out
Incoming Text: "Hello, this is Raquel. EMERGENCY!!! I need to meet with you ASAP!" Where does Raquel fit in your order?
Does this change your order?
Does this change your order?
Does this change your order?
Innis
Nurse
Raquel
Hannah
Daniel
03:00
Oliver
Round 2: "Outreach Remix"
You’re the DJ of student success! Each track below represents a student from your Essential Actions list. Click on each track below to read about your student, then decide: 1️⃣ Which communication mode fits best (text, email, or phone call)? 2️⃣ What would you say? (Keep it short, warm, and personalized.)
Congrats! You survived the morning rush! Next: Reaching out to each student
Innis
Daniel
Hannah
07:00
Round 3: "The Note Doctor"
You made a plan, you had the call... Next: Documenting the call
Each “patient file” below contains a faculty note that needs your diagnosis. Click each file to read the note, diagnose what’s wrong, and prescribe a fix.
Hannah
Innis
Daniel
08:00
You Successfully completed your day!
Well done!
Debrief as a team: How well did your team… -Prioritize the right actions -Personalize outreach?-Document effectively?
Restart
Daniel QApoindexter
EA: Student Failed Objective Assessment - Instructor Momentum: High
Daniel just failed an objective assessment with 1 week left in their term. They had been making solid progress before this, and you can see in Salesforce that they accessed study materials consistently.
Hover over the outreach method you would use for instructions?
*Remix Tip: Validate effort, normalize setbacks, and pivot the conversation to a plan for mastery.
Instructor SLAs
Innis QApoindexter
EA: Two Weeks Since Last Course Contact Momentum: Low
It’s been 10 days since Innis last logged in. The system has flagged them as “Two Weeks Since Last Course Contact.” You’ve already sent a few generic check-ins in the past.
Hover over the outreach method you would use for instructions?
*Remix Tip: Lead with empathy, mention something specific (past progress, goals, or challenges), and invite a small achievable action.
Instructor SLAs
Interaction Type: Mass EmailSubject: C721 Task Return and Lock- Revisions Needed to Complete Course! Note: Hello Student of Change!
If you are receiving this email, that means that your task was returned to you and locked due to recurring issues with your submission.
While this does happen, we want you to avoid further delays and time spent on obtaining those 3 CUs towards your degree goal. Therefore, we ask that you review the evaluation comments available to you and then revise your answers based on the tips provided to you below (and in WGU CONNECT).
Once you have made those corrections, please send your draft of ONLY those corrections to your instructor for review (there is no need to resend the entire file with sections that have already been passed by evaluation). They will then review your revisions and let you know if you are ready to resubmit, which you most likely will if you follow the tips given. 😊
Your C721 Instructor Team
1 - Click "Start Day" 2 - Follow the instructions at the top of each page to complete the tasks before the timer (located at the bottom right of each screen) runs out. Once time runs out, you will automatically be moved to the next task. *You cannot work ahead, so take the time to have valuable conversations with your colleagues. 3 - At the end, take 1-2 minutes to debrief as a group before coming back to the main room.
Interaction Type: Email to Student Subject: Failed D487 OA Note: Hey there partner, I see that you scheduled time to meet with me tomorrow. I am sorry that you were not successful on passing the D487 Objective Assessment. I realize this outcome is not what you anticipated. Schedule a time to meet with your course instructor. (Program Mentor)
Hannah QApoindexter
EA: Assessment Task Locked Momentum: Low
Hannah has just had an assessment task locked due to multiple unsuccessful attempts. You want to re-engage Hannah and provide guidance.
Hover over the outreach method you would use for instructions?
*Remix Tip: Keep it personal, brief, and focused on building trust right away.
Instructor SLAs
Hannah QApoindexter
EA: New Student Added to Caseload Momentum: NA
A brand-new student has just been assigned to you. You need to initiate contact within 48 hours and start building rapport.
Hover over the outreach method you would use for instructions?
*Remix Tip: Keep it personal, brief, and focused on building trust right away.
Program Mentor SLAs
Daniel QApoindexter
EA: Student Failed Objective Assessment - PM Momentum: High
Daniel just failed an objective assessment with 1 week left in their term. They had been making solid progress before this, and you can see in Salesforce that they accessed study materials consistently.
Hover over the outreach method you would use for instructions?
*Remix Tip: Validate effort, normalize setbacks, and pivot the conversation to a plan for mastery.
Program Mentor SLAs
Innis QApoindexter
EA: PM - Student Not Academically Engaged for 10 Days Momentum: Low
It’s been 10 days since Innis last logged in. The system has flagged them as “Not Academically Engaged.” You’ve already sent a few generic check-ins in the past.
Hover over the outreach method you would use for instructions?
*Remix Tip: Lead with empathy, mention something specific (past progress, goals, or challenges), and invite a small achievable action.
Program Mentor SLAs
Hi Daniel, I've reviewed your coaching report, and based on that feedback, I've identified several areas for improvement that will help you succeed in your next Net/Sec Foundations (D315/C172) OA attempt. To assist you, I've prepared a detailed study plan. Please be aware that you must complete the requirements within this OA study plan before I can approve your OA retake. I am going to deny the OA approval request for now to give you time to work on the OA study plan and complete the required three study plan quizzes (see below). After completing the three quizzes, you can resubmit the OA request. 2nd Attempt OA Study Plan: Step 1: Watch the recorded instructor-led video lessons for the lessons listed below. Complete the fill-in-the-blank study guide (attached) as you watch the videos. Section 1: Introduction to Networking Concepts Lesson 1 – What is a Network?
• Video Playlist: D315v2 Section 1: What is a Network?
Lesson 2 – Network Commands
• Video Playlist: D315v2 Section 1: Network Commands
Lesson 3 – Networking Standards and Models
• Video Playlist: D315v2 Section 1: Network Standards and Models
Lesson 4 - Fundamentals of Virtual and Cloud Computing
• Video Playlist: D315v2 Section 1: Fundamentals of Virtual and Cloud Computing
Section 2: Introduction to Networking Security
Lesson 2 – Confidentiality, Integrity, and Availability (CIA) Triad
• Video Playlist: D315v2 Section 2: Confidentiality, Integrity, and Availability (CIA) Triad
Section 3: Network Security Operations
Lesson 1 – Principles of Network Security Design
• Video Playlist: D315v2 Section 3: Principles of Network Security Design
Lesson 4 – User Authentication and Access Control
• Video Playlist: D315v2 Section 3: User Authentication and Access Control
Lesson 5 – Security Governance
• Video Playlist: D315v2 Section 3: Security Governance Step 2: Retake the Pre-Assessment (Must show a passing score within the past 30 days)
Review the pre-assessment report question by question to ensure you understand all the correct answers and the reasoning behind them. The key to success lies in understanding both "why" the correct answers are right and "why" the incorrect answers are wrong. If you need assistance determining why some of the answers are correct, please schedule a 45-minute appointment with me. Step 3: Complete the required OA Study Plan quizzes. Must be completed to earn OA retake approval.
OA Study Plan Quizzes (Required): The goal is to score 84% or above on all.
D315/C172 Section 1: OA Study Plan Quiz (2nd Attempt) (Click Here)
D315/C172 Section 2: OA Study Plan Quiz (2nd Attempt) (Click Here)
D315/C172 Section 3: OA Study Plan Quiz (2nd Attempt) (Click Here) Step 4: Let an instructor know when you've completed the quizzes so we can evaluate the results and determine if additional review is necessary before your next OA attempt. Any quiz with a score less than 84% will require a scheduled meeting with an instructor to review the questions you missed. If you need support, have questions, or would like to review any course concepts, I encourage you to schedule a one-on-one meeting with me or another instructor. Just click a scheduling link in my email signature, choose a convenient time, and we’ll be happy to assist you.
Kind Regards,
––––––¬¬–
(Instructor)
A Day in the Life of a WGU Faculty Member
Tambi Wunderly
Created on October 17, 2025
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Transcript
A Day in the Life of a WGU Faculty Member
Start
Welcome to Workflow Challenge — Faculty Edition!
You’ll move through a typical day as a Program Mentor or Instructor. Make decisions, remix outreach, fix notes — and survive the day!
Start Day
How to Play
To get started - Select your Role
Program Mentor
Instructor
Round 1: "The Morning Rush"
You've just logged into SalesForce and see these Essential Actions:
Student Name
Reason
Momentum
Hannah has scheduled an appointment with you for this afternoon.
Oh no! Daniel has just 1 week left in their term.
Nurse QApoindexter
Student Passed Preassessment - PM
Med
Innis QApoindexter
PM - Student Not Academically Engaged for 10 Days
Low
Daniel QApoindexter
Student Failed Objective Assessment - PM
High
Hannah QApoindexter
New Student Added to Caseload
Oliver QApoindexter
Student Passed Objective Assessment- PM (24 hr SLA)
Med Low
As a group, determine what order you will reach out to these students, and why, before your time runs out.
Click & drag the names below to the chart on the right to arrange them in the order you will reach out
Incoming Text: "Hello, this is Raquel. EMERGENCY!!! I need to meet with you ASAP!" Where does Raquel fit in your order?
Does this change your order?
Does this change your order?
Does this change your order?
Innis
Nurse
Raquel
Hannah
Daniel
03:00
Oliver
Round 2: "Outreach Remix"
You’re the DJ of student success! Each track below represents a student from your Essential Actions list. Click on each track below to read about your student, then decide: 1️⃣ Which communication mode fits best (text, email, or phone call)? 2️⃣ What would you say? (Keep it short, warm, and personalized.)
Congrats! You survived the morning rush! Next: Reaching out to each student
Innis
Daniel
Hannah
07:00
Round 3: "The Note Doctor"
You made a plan, you had the call... Next: Documenting the call
Each “patient file” below contains a faculty note that needs your diagnosis. Click each file to read the note, diagnose what’s wrong, and prescribe a fix.
Hannah
Innis
Daniel
08:00
Round 1: "The Morning Rush"
You've just logged into SalesForce and see these Essential Actions:
Student Name
Reason
Momentum
Hannah has scheduled an appointment with you for this afternoon.
Oh no! Daniel has just 1 week left in their term.
Nurse QApoindexter
Student Passed Preassessment - Instructor
Med
Nurse QApoindexter
Student Passed Preassessment - PM
Med
Innis QApoindexter
Two Weeks Since Last Course Contact
Low
Innis QApoindexter
PM - Student Not Academically Engaged for 10 Days
Low
Daniel QApoindexter
Student Failed Objective Assessment - Instructor
High
Daniel QApoindexter
Student Failed Objective Assessment - PM
High
Hannah QApoindexter
Assessment Task Locked
Low
Hannah QApoindexter
New Student Added to Caseload
Oliver QApoindexter
Student Passed Objective Assessment- Instructor
Med Low
Oliver QApoindexter
Student Passed Objective Assessment- PM (24 hr SLA)
Med Low
As a group, determine what order you will reach out to these students, and why, before your time runs out.
Click & drag the names below to the chart on the right to arrange them in the order you will reach out
Incoming Text: "Hello, this is Raquel. EMERGENCY!!! I need to meet with you ASAP!" Where does Raquel fit in your order?
Does this change your order?
Does this change your order?
Does this change your order?
Innis
Nurse
Raquel
Hannah
Daniel
03:00
Oliver
Round 2: "Outreach Remix"
You’re the DJ of student success! Each track below represents a student from your Essential Actions list. Click on each track below to read about your student, then decide: 1️⃣ Which communication mode fits best (text, email, or phone call)? 2️⃣ What would you say? (Keep it short, warm, and personalized.)
Congrats! You survived the morning rush! Next: Reaching out to each student
Innis
Daniel
Hannah
07:00
Round 3: "The Note Doctor"
You made a plan, you had the call... Next: Documenting the call
Each “patient file” below contains a faculty note that needs your diagnosis. Click each file to read the note, diagnose what’s wrong, and prescribe a fix.
Hannah
Innis
Daniel
08:00
You Successfully completed your day!
Well done!
Debrief as a team: How well did your team… -Prioritize the right actions -Personalize outreach?-Document effectively?
Restart
Daniel QApoindexter
EA: Student Failed Objective Assessment - Instructor Momentum: High
Daniel just failed an objective assessment with 1 week left in their term. They had been making solid progress before this, and you can see in Salesforce that they accessed study materials consistently.
Hover over the outreach method you would use for instructions?
*Remix Tip: Validate effort, normalize setbacks, and pivot the conversation to a plan for mastery.
Instructor SLAs
Innis QApoindexter
EA: Two Weeks Since Last Course Contact Momentum: Low
It’s been 10 days since Innis last logged in. The system has flagged them as “Two Weeks Since Last Course Contact.” You’ve already sent a few generic check-ins in the past.
Hover over the outreach method you would use for instructions?
*Remix Tip: Lead with empathy, mention something specific (past progress, goals, or challenges), and invite a small achievable action.
Instructor SLAs
Interaction Type: Mass EmailSubject: C721 Task Return and Lock- Revisions Needed to Complete Course! Note: Hello Student of Change! If you are receiving this email, that means that your task was returned to you and locked due to recurring issues with your submission. While this does happen, we want you to avoid further delays and time spent on obtaining those 3 CUs towards your degree goal. Therefore, we ask that you review the evaluation comments available to you and then revise your answers based on the tips provided to you below (and in WGU CONNECT). Once you have made those corrections, please send your draft of ONLY those corrections to your instructor for review (there is no need to resend the entire file with sections that have already been passed by evaluation). They will then review your revisions and let you know if you are ready to resubmit, which you most likely will if you follow the tips given. 😊 Your C721 Instructor Team
1 - Click "Start Day" 2 - Follow the instructions at the top of each page to complete the tasks before the timer (located at the bottom right of each screen) runs out. Once time runs out, you will automatically be moved to the next task. *You cannot work ahead, so take the time to have valuable conversations with your colleagues. 3 - At the end, take 1-2 minutes to debrief as a group before coming back to the main room.
Interaction Type: Email to Student Subject: Failed D487 OA Note: Hey there partner, I see that you scheduled time to meet with me tomorrow. I am sorry that you were not successful on passing the D487 Objective Assessment. I realize this outcome is not what you anticipated. Schedule a time to meet with your course instructor. (Program Mentor)
Hannah QApoindexter
EA: Assessment Task Locked Momentum: Low
Hannah has just had an assessment task locked due to multiple unsuccessful attempts. You want to re-engage Hannah and provide guidance.
Hover over the outreach method you would use for instructions?
*Remix Tip: Keep it personal, brief, and focused on building trust right away.
Instructor SLAs
Hannah QApoindexter
EA: New Student Added to Caseload Momentum: NA
A brand-new student has just been assigned to you. You need to initiate contact within 48 hours and start building rapport.
Hover over the outreach method you would use for instructions?
*Remix Tip: Keep it personal, brief, and focused on building trust right away.
Program Mentor SLAs
Daniel QApoindexter
EA: Student Failed Objective Assessment - PM Momentum: High
Daniel just failed an objective assessment with 1 week left in their term. They had been making solid progress before this, and you can see in Salesforce that they accessed study materials consistently.
Hover over the outreach method you would use for instructions?
*Remix Tip: Validate effort, normalize setbacks, and pivot the conversation to a plan for mastery.
Program Mentor SLAs
Innis QApoindexter
EA: PM - Student Not Academically Engaged for 10 Days Momentum: Low
It’s been 10 days since Innis last logged in. The system has flagged them as “Not Academically Engaged.” You’ve already sent a few generic check-ins in the past.
Hover over the outreach method you would use for instructions?
*Remix Tip: Lead with empathy, mention something specific (past progress, goals, or challenges), and invite a small achievable action.
Program Mentor SLAs
Hi Daniel, I've reviewed your coaching report, and based on that feedback, I've identified several areas for improvement that will help you succeed in your next Net/Sec Foundations (D315/C172) OA attempt. To assist you, I've prepared a detailed study plan. Please be aware that you must complete the requirements within this OA study plan before I can approve your OA retake. I am going to deny the OA approval request for now to give you time to work on the OA study plan and complete the required three study plan quizzes (see below). After completing the three quizzes, you can resubmit the OA request. 2nd Attempt OA Study Plan: Step 1: Watch the recorded instructor-led video lessons for the lessons listed below. Complete the fill-in-the-blank study guide (attached) as you watch the videos. Section 1: Introduction to Networking Concepts Lesson 1 – What is a Network? • Video Playlist: D315v2 Section 1: What is a Network? Lesson 2 – Network Commands • Video Playlist: D315v2 Section 1: Network Commands Lesson 3 – Networking Standards and Models • Video Playlist: D315v2 Section 1: Network Standards and Models Lesson 4 - Fundamentals of Virtual and Cloud Computing • Video Playlist: D315v2 Section 1: Fundamentals of Virtual and Cloud Computing Section 2: Introduction to Networking Security Lesson 2 – Confidentiality, Integrity, and Availability (CIA) Triad • Video Playlist: D315v2 Section 2: Confidentiality, Integrity, and Availability (CIA) Triad Section 3: Network Security Operations Lesson 1 – Principles of Network Security Design • Video Playlist: D315v2 Section 3: Principles of Network Security Design Lesson 4 – User Authentication and Access Control • Video Playlist: D315v2 Section 3: User Authentication and Access Control Lesson 5 – Security Governance • Video Playlist: D315v2 Section 3: Security Governance Step 2: Retake the Pre-Assessment (Must show a passing score within the past 30 days) Review the pre-assessment report question by question to ensure you understand all the correct answers and the reasoning behind them. The key to success lies in understanding both "why" the correct answers are right and "why" the incorrect answers are wrong. If you need assistance determining why some of the answers are correct, please schedule a 45-minute appointment with me. Step 3: Complete the required OA Study Plan quizzes. Must be completed to earn OA retake approval. OA Study Plan Quizzes (Required): The goal is to score 84% or above on all. D315/C172 Section 1: OA Study Plan Quiz (2nd Attempt) (Click Here) D315/C172 Section 2: OA Study Plan Quiz (2nd Attempt) (Click Here) D315/C172 Section 3: OA Study Plan Quiz (2nd Attempt) (Click Here) Step 4: Let an instructor know when you've completed the quizzes so we can evaluate the results and determine if additional review is necessary before your next OA attempt. Any quiz with a score less than 84% will require a scheduled meeting with an instructor to review the questions you missed. If you need support, have questions, or would like to review any course concepts, I encourage you to schedule a one-on-one meeting with me or another instructor. Just click a scheduling link in my email signature, choose a convenient time, and we’ll be happy to assist you. Kind Regards, ––––––¬¬– (Instructor)