Rescheduling a Public Attendee

If a member of the public requests to transfer to another a Course, there are just a few simple steps to follow - 

You can only transfer a Booking to the same Course type (the same qualification). If they would like to transfer to a completely new type of Course this should be considered a new Booking. You should cancel and refund (in accordance with the refund policy) their current Booking and create a new one.

The guide for creating a new Corporate Booking is here - Making a Corporate Booking

The guide for cancelling a public Booking is here - Cancelling a Public / Corporate Booking

1. Find the Attendee / Course

The first step is to locate the attendee record to transfer. There are a few ways you can do this - 

1.1 Search for the Student

You can search for the student using the Salesforce global search bar, found at the top of the page. Simply search for the students name and Salesforce will begin looking for your student. 

You can search by more than the students name. You can search by almost anything you want - their student number, their email, their phone number. Anything. 

If you click on the magnifying glass you can see all the search results for what you have typed along with a host of other information to help you find the student you are looking for. 

Once you have found your student, click on their name to open up their student record. Once opened, you can easily find the Courses they are scheduled to attend. 

Navigate to the 'Related' tab and locate the 'Courses Attended' list. In this list you can find the Attendee record that the Student would like to transfer to another Course.

Attendee records are a record of a particular Student's activities on a particular Course, including all outbound communications such as their certificate on course completion.

Click on the A-_____ number in the 'Courses Attended' list to open up the Attendee record.

TIP - select the 'View All' link under 'Courses Attended' to view a complete list of Attendee records. This will also provide an extended view of the records, with additional columns and information to help you find the Attendee record you are looking for.

1.2 Search for the Course

Another great way to find your public attendee is to search for the Course they are attending. From the Course you can easily see a full list of the registered Attendees and find the one you are looking for. 

There are a number of ways to search for a particular Course in Salesforce, but in this instance using the 'Make a Booking' page is a great option. 

Select 'Make a Booking' from the Salesforce navigation bar. 

Once the page has loaded you should do the following - 

  1. Select a Product. This should be the qualification that the Student is enrolled in - e.g 'Provide Cardiopulmonary Resuscitation'
  2. Select a 'Region'. This should the region of the Course that the Student is enrolled in - e.g 'Brisbane'
  3. Select a Calendar Month. This will default to the current month, but can be adjusted by clicking the little calendar icon
  4. Select 'Filter'

This will return a list of Courses that match your criteria, in commencing date order. It should be easy to find the Course that the Student is currently enrolled in. 

Click on the Course to open out the details. Once the Course has loaded make sure you are on the 'Related' tab and navigate to the 'Attendees' list. This list shows all the Attendees enrolled in the Course, including the student looking to reschedule! Just click on the A-____ number. 

2. Reschedule your Public Attendee

The next bit it really easy. In the top right hand side of your Attendee page you will see a 'Reschedule Course' button.  

If you can't see the 'Reschedule Course' button there could be two reasons - 

  1. You may just need to click on the little arrow to the right of the buttons! Different profiles in Salesforce will see things slightly differently
  2. You could be looking at a Corporate Attendee. Corporate Attendee's will have a record type of 'Corporate' and will have a 'Corporate Booking' field on the page. When an Attendee is linked to a Corporate Booking, the Booking should be rescheduled not the individual Attendee. The guide for rescheduling a Corporate Booking is here - Rescheduling a Corporate Booking

Press the button and who will be directed to a page to reschedule the Student. The page will look familiar, it is very similar to the 'Make a Booking' page. 

  1. Select a Region - The Region will default to the same as the original Booking but you have the option to change this if necessary
  2. Select a Calendar Month - the month will default to the current Month but this can easily be edited using the little calendar icon
  3. Select 'Filter'

As explained at the beginning of this guide, the 'Product' will default to the same as the original Booking. You can not change this. If the Student would like to move to a different type of qualification this should be considered a new Booking.

Salesforce will present you with a filtered list of Courses from which to choose a new one to reschedule your attendee to. The list will be in commencing date order. 

Once you have found a suitable Course, use the selection box on the left hand side of the screen and select 'Reschedule Course'.

Thats it, your Student will be transferred to the new Course that you have selected. Salesforce will handle the rest of the admin for you -

  1.  Ensuring that the students enrolled competencies are in order 
  2. Send out a new course confirmation email to the student. The email will contain an attachment with all the details of the Course that they have been transferred to

You will be able to see the communication has been sent to the student by checking the Attendee 'Activity' section. This is on the right hand side of the page and shows any outbound communication sent to the student. You will see the new course confirmation in this list. Additionally, if you select the 'Related' tab you will see a copy of the course confirmation sent when the student transferred saved in the notes & attachments section.