Making an Industry Course Booking

Industry Courses are where St John attends a customer site, rather than the customer attending a St John training venue. 

The booking process for these courses is very different from booking members of the public or corporates onto existing St John training courses. 

The basic idea is to reserve an existing rostered course, agree the details with the customer and convert the reserved spot into an industry course. This insures that the rostering and resources do not need to change too much.

1. Find a course to 'Reserve' using the 'Make a Booking' Tab

The first step is to find an existing course to 'reserve'. You may look for a number of courses that match the customers requirement, to provide them with some options. The easiest way to find a matching course is to use the 'Make a Booking' page. 

2. Select a Product

Products are the same as training qualifications. 

Simply select the qualification the customer would like to book into from the drop down list. For example, Provide Cardiopulmonary Resuscitation. 

3. Select a Region

Select the geographic region for the training. For example, Brisbane.

4. Select a Month

Select the month the customer would like to complete their training in. 

This will default to the current calendar month but can be changed as required.

5. Select 'Filter'

Selecting filter will return a list of courses matching the chosen options. From these you can find the perfect course to suit the customer's needs.

6. Choose a Course and Reserve it

Once you have found a suitable training course, click on the training course name from the 'Make a Booking' page to open it up. The next step is to 'Freeze' it. This will reserve the course for 48 hours, giving you time to agree a quote with the customer. To reserve a course use the 'Reserve Course' button from to top right of the page and select 'Save'.

You can not reserve a course if there are already other bookings assigned to it. The system will show an error message.

Reserving a course does the following - 

  • The Course status will be changed to 'Reserved'
  • The 'Remaining Spots' field will be set to zero. This ensures that no further bookings can be added against the course (from any source) during the ensuing 48 hour period
  • The page is locked to edit. You can not edit a courses details during the 48 hour frozen period

7. Create an Industry Course Opportunity

The next step is to create an Opportunity record from which you can send a quote to the customer and keep track of the potential sale. To do this use the 'Create Industry Opportunity' at the top right of the page.

Choose which customer (Salesforce Account) the industry course will be for and select 'Save'. 

Once you have created the Industry Opportunity you can find it in the 'Related' tab on the course under the 'Opportunities' list.

8. Complete a Quote and send it to the Customer

The 'Guidance to Success' section on the right hand side of the screen will help you through each step you need to take on the Opportunity.

The next step is to create and send a quote to the customer. The first (and most important) step is to add products to your Opportunity. The product shows on the quote what the customer is buying and dictates the pricing. 

Under the 'Products' list on the right of the page select 'Add Product'

Search for the product and select a quantity of 1. The system will calculate the sales price at list value for the product. 

If you would like to override the list price you require special user permissions. Certain members of the sales team have this permission.

When searching be careful to review the product codes. There are three codes within Salesforce for each qualification, each with different pricing. One for public, one for industry and one for RPL. In this instance, you must select the industry version - the one prefixed with IND.  

9. Enter the Training Location

Because the process started by selecting a training course we already know all the course details. We are however, lacking the new Course location. This piece of information is needed both internally and for inclusion on the quote. A field is provided on the Opportunity to enter this. You need to complete this before proceeding to send the quote.

10. Add a Contact Role

Before we can send the quote, you need to specify to whom it should be sent. You can do this using the 'Contact Role' list on the Opportunity record. Simply select 'Add Contact' role, search for the Contact the quote should be sent to, select 'Primary' and Save.

11. Send the Quote

You are now ready to send the quote to the customer! To do this, simply use the 'Send Industry Quote' button in the top right of the page. This will provide you with a dialogue to send the quote from. 

You have two options for your quote -

  1. Download - this will create your quote document and then download it to your browser. This allows you to confirm everything is in order before sending
  2. Email document to the customer

Additionally, you can add an optional 'About Us' page to your quotations. This contains information about St John and the services they offer.

Upon clicking 'Run' the system will create your quote document for you. It will use information from the product and the originating course to produce a professional PDF document.

12. Quote Signed - Opportunity Status

When the quote was sent the Opportunity status is automatically updated to 'Follow up Quote'. At the same time, the system will create a task for you to follow up the quote inside 48 hours. 

Remember, if you do not complete the quotation process within 48 hours of the course being reserved it will automatically become 'Open' again and become available for public bookings again.

13. Opportunity Closed Won - Training Scheduled

When an Industry Opportunity is 'Closed Won', the system performs a number of automated tasks.

  1. The 'Session' type for the underlying course will be changed to a session type of 'Industry'
  2. An activity and email will be sent to the rostering team to review the change. The rostering team can then review the resources to ensure the trainer can still facilitate the course. They can also check the training location defined on the Opportunity and ensure the training location is updated on the Course
  3. A Booking record is created against the course. This will be for the same number of attendees as the originating course capacity but can be adjusted as necessary by the rostering team

14. Adding Attendees - Existing Student

Firstly, navigate to the newly created Booking record. This can be found in the 'Related' area of the course record under the 'Bookings' list. 

Next, navigate the 'Related' area of the Booking record and select 'Booking Attendees' against the Attendees list. This will provide you with a page from which to add attendees against your new Booking. Type a name and use the magnifying glass to find the student you are looking for. 

You should always search to see if a student already exists before creating a new one. 

At the top of the screen you can see the number of attendees the booking was made for, as well as how many spots there remains to book. Once there are no spots remaining you can not add any more attendees against a booking.

When searching for a student's name, some other fields are included to help you choose the right student. For example, the date of birth. If you like, you can search for a student using different information (other than their name). To do this, after selecting the magnifying glass icon choose the 'All Fields' option. You can then search by whatever you like - for example, the St John Student Number.

Once you have found the student you would like to add, select 'Add Attendee'. This enrols the student onto the course and you will see them in the list of attendees at the bottom on the page.

15. Add Attendees - New Student

If you can not find the student, select 'Create New Student'. This will load a popup to enter the students details. Ensure to complete all the required fields. The student will automatically be assigned a student number when the new record is saved. 

Note, the 'Account' field will be defaulted to the Account specified against the booking.

Once you have entered the students details, select 'Save'. You will notice your new student is then ready to be added as an attendee to the course. Select 'Add Attendee'.

16. Take a Payment

If the customer would like to pay for their training course on Account via invoice, there is nothing else to do. The Booking has been successfully been made! 

If however, the customer would like to pay for their course up-front via credit card you can do so by selecting 'Manage Bookings' from the top right hand corner of the course record and selecting 'Phone Payment'.

You will be presented with a screen to complete the payment. The payment amount will be calculated for you. If the customer has any special agreed pricing assigned to their Account the system will calculate this for you, no need to worry!  All you need to do is complete the customers credit card details. Once you are done, select 'Process Payment'.

The system will return a message to confirm whether the payment was successful or if there was an issue. If the payment is successful select 'Finished' and you are done!

17. Booking Confirmation

Once you have added attendees and/or taken a payment you have the option to send a booking confirmation to the customer. This will contain details of the course that has been booked, the attendees added against the booking and payment details (only if the customer has paid by credit card).

First, click on the newly created booking record by navigating to the 'Related' tab on the Course record and selecting from the Bookings list.

Second, press the 'Booking Confirmation' button in the top right hand side of the screen.

This will open a new screen. From here you can see that the system has set the recipient to the booking contact selected when the booking was created. Additionally, the template that will be sent has been chosen by the system based on the booking details. 

You have two options - 

  1. Email - send the booking confirmation to the booking contact as an email, directly from Salesforce 
  2. Download - this will download a copy of the booking confirmation. You can use this to ensure everything looks as you would like

When you email a booking confirmation, it is recorded as an activity within Salesforce as well as a copy of the PDF. You can see this on the Salesforce booking record.

18. Confirmation Letters for Students

The system will automatically send course confirmation emails to all the attendees added against a booking. This will include a PDF attachment including all the required course details. You can check that the confirmation has been sent by looking at the attendee records created during the booking process. You can find the attendee you added by either - 

1. Searching for the student, select the 'Related' section and review the 'Courses Attended' list

2. Search for the course the student was added to, select the 'Related' section and review the 'Attendees' list

3. Search for the booking record you created, select the 'Related' section and review the 'Attendees' list

Once you have located the attendee, select 'Related'. You will see a copy of the email sent to the student in the 'Past Activity' list as well as the attached PDF in the 'Notes and Attachments' list.

19. Enrolled Competencies

Against the new attendee(s) you will also find a list of 'Enrolled Competencies'. Enrolled Competencies show that the student has been enrolled to complete the competencies associated with the qualification selected in step 2 of this guide. These records are ready for the trainer to sign off on the day of the course.

20. Payment Details

If a credit card payment was taken for the booking, the payment details will be stored within Salesforce. 

When viewing a booking record, navigate to the 'Related' tab and to the 'Payment' related list. Here you will find a payment record containing details such as the transaction references, payment amounts and payment dates.

21. Calculate Driving Distance

Salesforce has a hidden feature to help the trainers and training admin team with the administration of industry Courses. On the top right hand side of the screen (when looking at your Course record) there are a number of buttons. To the right of them, you will find a little arrow. When you press this, you will find a 'Calculate Driving Distance' option. 

After selecting this, the page will reload. Scroll down to the 'Location Information' section. Here you will find the regional hub the Course is assigned to and the location. You will also notice that Salesforce has calculated the driving distance for you!