Answered By: John Hansen
Last Updated: Mar 31, 2021     Views: 232

Activation of customer service module (CSM) on AU Service Desk

On 1 Apr the AU Service Desk will be activating a new module for Customer Service Management (CSM). This is the beginning of a more customer-centric approach to providing assistance to customers. The initial rollout consolidates transcript and diploma requests from 5 forms to 2 and contains walkthroughs with more direct access to technicians for enrollment and access issues. All other processes have slightly different navigation but remain unchanged. The most striking change is the introduction of a new portal for customers to submit tickets. The current portal will remain but will only be accessible by internal staff working tickets.  Please see:  KB0030445: AU Education Services Portal Overview

For additional information on EPME DL courses please see the following FAQs

                                              

Re-enrollment Policy (for Legacy NCO DLC Course)

2 Consecutive Unsatisfactory Tests = 1 Course Failure

1 Course Failure - Member can re-enroll                       

2 Course Failures require Re-enrollment MFR signed by member and supervisor

3 Course Failures require MFR signed by member, supervisor, and Squadron CC

4 (or more) Course Failures require MFR signed by member, supervisor, Squadron CC, and Group CC (or the first O-6 in member's chain of command)

  • This is an official MFR and therefore must be in an Air Force official letterhead formatted and signed according to the Air Force Tongue and Quill AFH 33-337
  • The purpose of this MFR is to ensure leadership is aware of the member's challenges with PME progression.
  • Course Materials (for Legacy NCO DLC Course) are in CANVAS ( https://lms.au.af.edu )
  • ​USE EDGE OR CHROME (do not use explorer)
  • Allow 1 duty day after enrollment for your Canvas account to be created before attempting to login
  • On initial login select “Forgot Password” using the email in your AU Portal as your username and follow the email instructions

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