Course Completed - No USI Number
If a Student completes a Training Course for which a Unique Student Identifier is required they must has a USI assigned. If they do not, their certificate/statement of attendance can not be delivered.
Salesforce manages this for you! The following guide explains the process behind this.
1. Student Competencies Evaluated
When a trainer marks a student's competencies off, the system will evaluate these and decide on the student's final result - updating the Attendee's 'Competent' field to 'Competent' or 'Not Competent'. In turn, this triggers the send of their certificate or statement of attendance respectively.
However, if a student has failed to supply a USI number, their 'Competent' status will be updated instead to 'No USI Number'.
You can check an Attendees USI status directly from the Attendee record. Just check the 'Student Requirements' section on the page.
2. Email Sent to the Student
Instead of sending out a certificate or statement of attendance, the Student will be sent an email informing them that although they have completed their Course, they still need to provide a USI number before they can be informed of their result.
The email contains a link to the Government website to apply for a USI Number as well as a link to an online form from which Students can supply St John with their number.
The form will validate if the Student has entered a valid USI number and will automatically update the Student's USI number in Salesforce, directly on their Student record!
3. Salesforce Case
Salesforce will automatically create a Case record to track that the Student needs to provide a USI number before they can be sent a certificate. The Case record will be stored against the Attendee, Course and Student records inside Salesforce.
Similar to other Salesforce Cases, the new Case will be routed to the Enquiries queue. From here, the Case can be assigned amongst the Customer Service team to track its resolution. You can review the guide for using Salesforce Cases here - Managing a Salesforce Case.
The Case links straight to the Attendee and Students records to make things nice and easy.
4. Provide a USI Number and Resolve the Case
The next step is for the Student to provide their USI number. As discussed above, the Student themselves are provided with the option to update it via an online form. If they do not update it, you may need to follow them up and update the number yourself.
Whether you or the student takes the action, the end result is the update of the 'Unique Student Identifier' number stored against the Student record in Salesforce.
You can access your Student in Salesforce either via the link from your Case or the link in the 'Student' field on your Attendee record. Once you have opened your student scroll to the 'USI Details' section.
Next, hover over the 'Unique Student Identifier' field and select the little pencil that appears to the right of the field. You can then enter the Students's USI number and select 'Save'.
If you enter an incorrect USI Number, Salesforce will present you with an error like the one below. If this happens, please review the number and confirm with the Student that the number you have entered is correct.
5. Salesforce Handles the Rest
Whether you or the student update the USI Number, Salesforce will handle the rest for you -
1. Attendee 'Competent' Status Updated
The Attendee's 'Competent' status will be updated from 'No USI Number' to either 'Competent' or 'Not Competent' (based on the Student's assessment result).
2. Certificate Sent
The automatic update of the 'Competent' field will trigger the send of the certificate/statement of attainment to the Student. No need to do anything at all. If you like, you can check what the system sent to the Student by checking the 'Activity' section of your Attendee record.
3. Case Closed
As well as updating the Attendee's 'Competent' field, adding in the USI Number will also close off the Case. Again, no need to do anything at all. You can check the Case record linked to the Attendee to double check that it is closed.
