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CXone Expert Clone Site 043

ESB South Australia

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To ensure the Generative AI triggers on every key turn of that specific conversation, we need to "overfit" the Knowledge Article slightly to the specific vocabulary used in your script (e.g., "Standard 5," "Appendix C," "Jeopardized," "Massive applications").

Here is the "Amped Up" version. I have structured it using Intent-Based Headers and Natural Language Triggers, which helps Large Language Models (LLMs) match the user's intent rather than just keywords.

Knowledge Article: School Registration Review FAQ & Troubleshooting

Topic: 5-Year Registration Renewal (Schools) Systems: NQA IT System, CRICOS Database Keywords: Standard 5, Financial Viability, Board Declaration, Appendix C, CRICOS overlap, concurrent application, audited statements.

1. Intent: Clarifying Financial Requirements ("Standard 5")

  • Trigger Phrase: Caller asks about "Standard 5", "Financial Viability", or if their "Annual Audit Report is sufficient."

  • The Fact: In the current framework, Financial Viability is assessed under Standard 1 (Governance), though legacy documentation often referred to it as Standard 5.

  • Required Evidence:

    • YES: The most recent Audited Financial Statements are generally sufficient.

    • NO: Schools do not need to provide a 12-month budget forecast unless explicitly requested by the Registrar (e.g., if the school is insolvent).

2. Intent: Locating the "Board Declaration"

  • Trigger Phrase: Caller asks, "Is the declaration form in the portal?" or "Where do I find the Board Declaration?"

  • The Fact: The Board Declaration is not a standalone button in the portal. It is located inside the Evidence Guide.

  • Navigation Path:

    1. Go to the Schools Portal.

    2. Open the "Resources" tab.

    3. Download the "Evidence Guide for Review of Registration".

    4. The form is Appendix C at the back of that document.

3. Intent: CRICOS & State Registration Overlap

  • Trigger Phrase: Caller asks, "Do I need to re-register for CRICOS at the same time?" or worries about "Jeopardizing" international intakes.

  • The Fact: CRICOS (International) and State Registration are separate processes with different expiry dates.

  • The Answer:

    • A State Registration Review does NOT trigger a CRICOS review.

    • Schools do not need to submit "both massive applications" simultaneously unless the dates coincidentally align.

  • Agent Action: Check the CRICOS expiry date immediately. (e.g., If State Review is due Feb, CRICOS might not be due until July).

4. Intent: "Panic" Management (Quick De-escalation)

  • Trigger Phrase: Caller says, "I'm panicked," "Review notice," or "Daunting requirements."

  • Scripted Response: "I can check your specific expiry dates to put your mind at ease. Do you have your School Registration Number (e.g., S-402)?"

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