The First Aid in Schools solution in Salesforce has been modelled on the existing Event Services solution. The solution allows our internal FAiS Team members to process a school enquiry and manage it all the way through to creating an event and assigning volunteers. It also allows the St John staff to view their school events at a glance from a calendar view. 

See below a summary of the Salesforce process:

The First Aid in Schools App will be your default App when you log in to Salesforce. Alternatively, if you have a dual role (e.g. a regular trainer and FAiS coordinator) you can switch between Apps by using the App launcher, as shown below.

The First Aid in Schools (FAiS) App gives you access to the following objects (areas): Accounts, Contacts, Leads, Opportunities, Calendar, Cases, Chatter, Contact Qualifications, Reports, Dashboards and Leads. 

An initial enquiry from a customer (school) should be firstly recorded as a lead in Salesforce.  

An enquiry can originate as a phone call, an email or a Salesforce case. All emails sent to the email address: [email protected] automatically generates a case in Salesforce and assigns it to the "Enquiries" case queue.  All of these cases are managed by the Call-Centre team. If a case is received and the enquiry type = First Aid in Schools, the call-centre team will assign it to the First Aid in Schools case queue and a notification email will be automatically sent to the FAiS team. 

This case can be converted to a lead, as shown in the second image below. 

If you're creating a lead from scratch, follow the steps outlined below:

1. Click on the "Leads" tab or access it from the App launcher and then click "new": 

2. Complete the required fields (marked with a red asterix) and select enquiry type "First Aid in Schools" then click Save: 

3. Converting the Lead - You convert the lead into a contact + account + opportunity once you've established the school wants you to go ahead and process their enquiry. 

Click on "Converted" on the lead pathway (as shown) and then click on "Select Converted Status":

4. The screen shown below will appear and ask you to either create a new account, contact and opportunity or attach the lead to an existing contact*, account* and oppportunity. 

You can search for the existing account, contact and opportunity** from the search boxes in the image shown below. Once you've completed the search and nothing shows up, go ahead and create the new records. 

If you're creating new records, make sure you expand each section using the arrow (as highlighted) to ensure you've entered the correct information (e.g. account record type = B2B, contact record type = Corporate).

**You have an option of not creating an opportunity at this stage by ticking the checkbox "Don't create an opportunity upon conversion" highlighted below: 

If the client is going to be charged for the service provided, you'll need to add a chargeable product(s) to the opportunity record and generate & send a quote to them. 

1. On the opportunity record, navigate to the "Products" section and search for your product: 

2. Search for your product (e.g FAiS Educator) and click Next  to add it to your opportunity: 

3. Specify the total number of hours you'll be charging for the volunteer / resource under the Quantity  field and tab across and enter any additional info under the Line Description field: 

4. Navigate back to your opportunity record and click the button "Generate Event Quote" 

You then have an option to download & preview or email the quote directly from the opportunity as directed on the next page.

5. If you've provided a quote to the customer, update the opportunity stage to "Follow up Quote" and if they've signed & returned it change the status again to "Closed Won". 

If the customer agrees to proceed with a First Aid in Schools event with us, you need to create firstly the event:

- Navigate to the opportunity record and create an event by clicking on the drop-down arrow next to "Event EM":

Open up the event and add the required information: Start/End Times & Dates, Total Number of Students, Modules, Region, Address and site contact details: 

2. Adding the Resource Job - Click on the Related tab and click New  to create the job. This would be e.g. FAiS Volunteer or FAiS Educator in Training: 

Assign the appropriate qualification associated with the job. Once you've assigned a qualification to the job, only volunteers (contacts) in the system with that qualification (up-to-date) will be assigned to the event. 

If you want to make the job available on the volunteer community portal (self-registration site), tick the box "Available on Website." 

Additionally, if you want to check all requests made on the community portal instead of automatic approval, change the "Resources Approval" value from Automatic to Manual: 

Next click on the Related tab in order to add shifts to your resource job. Each shift represents a 45min session that will be delivered to each school class/grade.  

The assigned volunteer will receive an email notification as soon as you assign or approve their request to deliver the training in Salesforce. If you have a volunteer that's going to be delivering each recurring 45min session during an entire day/morning/afternoon, you may want to create just one session for the entire duration but remember to specify on the shift all of the grades that will be covered during that time.  

It's important to add the number of required volunteers for the shift, as highlighted below:

If you're assigning a volunteer against an event yourself, navigate back to the Resource Job and click on the drop-down arrow (highlighted) and select Search Resources 

The screen below will pop-up and it'll show only resources which have qualifications up-to-date and matching the qualification required for the resource job. 

Select the appropriate volunteer by clicking on the button shown below:

Tick the box next to the appropriate shift and click Save: 

The assigned volunteer will automatically receive an email notification once they've been approved for an event shift or if the event has been cancelled. 

You can send the client a summary of the booking and also a quick-facts sheet by clicking on the drop-down arrow on the event page (as shown) and selecting Send FAiS Confirmation:

Select the contact you want to send the confirmation to and then select if you want to include the Quick Facts sheet by ticking the box. 

Select the delivery method: you may want to download + preview prior to sending it. 

Click Run 

You can check the following items & add the following events in your Salesforce calendar:

- School holiday dates

- Confirmed FAiS events at which region

- Which volunteer is assigned to which school

A separate calendar is created for each FAiS volunteer in order to see where they're delivering the training. You may require assistance from your Salesforce Administrator. 

See below example: