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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT VOLUNTEER ASSIGNMENT SPECIAL HANDLING Objectives of the Business Process Girl Scouts of Tropical Florida is not applying special handling to any positions. This content is here in case future policy changes. SKIP TO PAGE 7 Applies additional manual steps to the automated workflow. Requires volunteers to complete additional steps to complete the screening portion of the workflow. Allows staff conditional review of volunteer assignment before Welcome portion of the workflow is initiated. Tasks Performed Review Volunteer Contact Record to identify/confirm what volunteer job they selected. Complete applicable Special Handling step for identified job, and determine if volunteer is approved. o [^^ placeholder if future policy requires Council-specific guidelines and process for Special Handling by Volunteer Job] Complete outlined step-by-step process in Salesforce . User Roles Only Administrators and Recruitment roles can perform the task of “special handling” approval Summary of Recommendations Special Handling should be applied minimally. CONVERSION: VOLUNTEER ASSIGNMENT C06_S06 1 v.4/16/2022

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Page 1: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

VOLUNTEER ASSIGNMENT

SPECIAL HANDLING

Objectives of the Business ProcessGirl Scouts of Tropical Florida is not applying special handling to any positions. This content is here in case future policy changes. SKIP TO PAGE 7

Applies additional manual steps to the automated workflow. Requires volunteers to complete additional steps to complete the screening portion of

the workflow. Allows staff conditional review of volunteer assignment before Welcome portion of the

workflow is initiated.

Tasks Performed

Review Volunteer Contact Record to identify/confirm what volunteer job they selected. Complete applicable Special Handling step for identified job, and determine if volunteer

is approved.o [^^ placeholder if future policy requires Council-specific guidelines and process

for Special Handling by Volunteer Job] Complete outlined step-by-step process in Salesforce.

User Roles Only Administrators and Recruitment roles can perform the task of “special handling” approval

Summary of Recommendations

Special Handling should be applied minimally. Consider whether positions that require Special Handling due to custom appointment

processed should not be posted in the Opportunity Catalog.

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Page 2: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

Step-by-Step Instructions

Complete the following steps for Special Handling:

STEP ACTION

When a volunteer job with Special Handling is processed through Volunteer Systems, a task is created for the opportunity owner to complete the Special Handling process.The customer will not receive the Welcome email with the online community login link unless the Special Handling has been reviewed, completed, and marked as “Approved.”

1. Log in to Volunteer Systems, then search for the customer.

2. Open the customer’s household record.

3. In the household record, scroll to the Giving section, then click the customer’s membership giving record. Do not click the membership payment link.

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Page 3: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

4. On the customer’s membership giving record, scroll to the Assignment section, then click the customer’s name/volunteer job link.

5. In the Campaign Member Detail, scroll to the Special Handling section.

6. Double-click in the space to the right of the Special Handling Status label to open the field for editing.

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Page 4: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

7. From the Special Handling Status dropdown list, select Approved or Rejected.NOTE: The status defaults to “Pending.” If you select the Rejected status, the process ends, and the volunteer job is cancelled for the customer.

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Page 5: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

8. If you select the Approved status, the customer will be sent the “Welcome” email with the online member community login link.

The customer can then follow the link to log in to the online member community and manage

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Page 6: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

their account.

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Page 7: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

ADDING ADULT TO JOB NOT DISPLAYED IN CATALOG

Objectives of the Business Process

While Volunteer Job Campaigns built for available volunteer jobs should be displayed in the catalog, there are circumstances in which you need to take steps to place an adult in a job not currently displayed. Adding an Adult to Volunteer Job Not Displayed provides the ability to:

Place adult in a volunteer job that has met the initially displayed capacity. Place adult in a volunteer job of an existing troop not previously displayed in catalog. Reactivate suspended role for Adult Campaign Member

Tasks Performed

Determine why volunteer job was not displayed in catalog and ensure there is no reason why adult should not be added to the volunteer job.

Complete outlined step-by-step process in Salesforce. Complete Adult Conversion process using customer-facing pages.

Step-by-Step Instructions

Complete the following steps for Adding Adult to Job Not Displayed in Catalog:

STEP ACTION

1. Reactivating Suspended Role (Process functionality is accessible by the Registration Profile User).Check Adult’s Campaign History to be sure they are not already in the troop and simply suspended. If so click edit.

a) The Campaign Member Edit screen shall displayCampaign Member Information1) Select the current Membership of the member from the lookup.2) Check “Primary”3) If background check status is “eligible”

Check ‘Active’ andSet ‘Date Active’ = current date

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Page 8: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

If background check status is NOT ‘eligible’ do neither.

Definition: Date Active is the date the opportunity passes the background check.

4) Set ‘Start Date’ – Date request was inititally received.Definition Start Date is the date the role is initially assigned to the member.

5) Uncheck ‘Suspended’6) Ensure ‘End Date’ is blank (null)7) Check ‘Renewable’ if it’s not already checked8) ‘Continue this Position’ If member asks to continue the role select “yes” from the drop-

down, otherwise leave the filed as is.9) ‘Display Renewal’ – If current membership is for 2016, check ‘Display renewal’

If current membership is for 2017, do not check ‘Display Renewal’.10) Click Save.

2. Adding New Role: Use Salesforce universal Search to find the Troop Campaign for the job that is currently hidden from the catalog.

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Page 9: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

3. Once you find the Troop Campaign that you are looking for, click the Campaign Name to open the troop.

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Page 10: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

4. Scroll down the campaign until you get to the Campaign Hierarchy section. Click the Troop Job that you want to display for Adult Registration.

5. Make sure Display in Catalog is checked.

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Page 11: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

6. Make sure that there is a greater number of Volunteers Desired than applied. If the numbers are the same, then add a number to the Volunteers Desired field matching how many adults you are planning to sign up.

7. After your changes are made, click Save to confirm them.

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Page 12: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

Now going through the Volunteer Conversion Flow this troop can be found when searching for jobs.Complete Volunteer Conversion Process to place adult in job.NOTE: If the troop does not want to be published in the Opportunity Catalog, and the Volunteer Desired number still has spots available, then navigate back to the Volunteer Role and deselect Display in Catalog check box as this is not done by default after the conversion process is done.

8. Place Adult in Job: In Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are adding the adult to.

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Page 13: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION9. Scroll down to Campaign Members and click on Manage Members. Select Add

Members-Search.

10. Change Step 1 Type to Contacts, Step 2 set filter Field to First Name and Last Name, names much match perfectly. (You can also choose Email address if you wish), Select Go!

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Page 14: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

Check the box in front of the name you are adding, click Add with Status and choose Sent.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

11.

12. Click the Edit button next to the name you just added.

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Check the box in front of the name you are adding, click Add with Status and choose Sent.

Page 16: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

13. The Campaign Member Edit screen shall display

Campaign Member Information1) Select the current Membership of the member from the lookup.

Assignment Information2) Check ‘Primary’3) If background check status is ‘eligible’ Check ‘Active’ and Set ‘Date Active’ = current date

If background check status is NOT ‘eligible’ do neither.Definition: Date Active is the date the opportunity passes the background check.

4) Set ‘Start Date’ = Date request was initially received. Definition: Start Date is the date the role was initially assigned to the member. 5) Ensure ‘End Date’ is blank (null)

Renewal Information

6) Check ‘Renewable’ if it’s not already checked7) ‘Continue this Position’ - If member asks to continue the role select “yes” from the

drop-down, otherwise leave this field as is.8) ‘Display Renewal’ – If current membership is for 2016, check ‘Display Renewal’

If current membership is for 2017, do not check ‘Display Renewal’.

9) Click Save.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

CHANGING AN ADULT VOLUNTEER JOB

Objectives of the Business Process

Details how to add a new Volunteer Job and remove an adult member from an existing Volunteer Job.

Tasks Performed

Review Volunteer Contact Record to ensure they are eligible for Volunteer Job to be added

Document activity on Contact Record if reason for change in Volunteer Job is provided. Complete outlined step-by-step process in Salesforce.

Step-by-Step Instructions

Complete the following steps to change an adult Volunteer Job:

STEP ACTION

1. Navigate to the new troop, then verify that the Display in Catalog check box is selected. Otherwise, see Adding a Troop to the Catalog.

2. Search and navigate to the household account of the member who needs to be transferred.

3. Hover over the Giving link located above the Contact Detail section, then verify that the member has a giving record that meets the criteria below. Otherwise, assist thevolunteer to register online. Follow process for renewal as outlined in Chapter 2and Chapter 7.

Stage field equals Completed. Primary Campaign Source field equals the current membership year or

Lifetime membership.

4. Hover over the Contacts link located above the Contact Detail section, then click the Contact Name of the Preferred Contact.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

5. Log in to Community as user. If this option is not available, see Manually Set Up Partner Accounts and Customer Users.Note: To do an Adult transfer you must log in as a community user to do the transfer or adult will get a “Girl Member” position in the transfer.

6. Under the Home tab, click the Volunteer Role button.

7. Type the new troop in the Troop/Group # search box, then select the corresponding zip code and radius, and then click the Search button.

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Page 19: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

8. In the Search Results area, select the check box to indicate the desired role, then click the Next button. Note: When the volunteer has selected the desired role and hits the Next button the customer needs to select the correct membership year, this will trigger the message: “This page is just for updating your contact information…”

9. Update the Contact information, if necessary. Select the Girl Scouts Promise and Law check box, then click Submit.

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Page 20: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

10. To return to the Contact record, click Logout to log out of Communities.

11. If the member is no longer going to continue in the previous role, follow the same steps as the process for an adult or volunteer. Set the End Date to one day prior to the Start Date of the member’s new assignment. Uncheck the Active check box. Uncheck the Primary check box, if checked. Check suspended checkbox. (Located in Campaign Member information header)

.

12. If you’ve displayed the role to the Opportunity Catalog, you must now remove it from the catalog. To do this:

Click the Volunteer role name by scrolling down to the Campaign History related list from the contact/record.

Once in the volunteer role, click Edit. Uncheck the Display in Catalog box and click Save.

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Page 21: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

TRANSFERING A VOLUNTEER FROM UNSURE TO A GROUP

Objectives of the Business Process

This process gets started: If a volunteer selects Unsure, a task is generated to the opportunity owner within an

hour, or After membership completion, an email is generated to the volunteer, stating that

someone from the Council will be in contact. NOTE: Make sure to End position on Unsure assignment (campaign member record)

during the Assignment stage for any volunteer.If after contacting the customer a troop volunteer job has been identified as the right opportunity for them, complete step-by-step process.

Summary of Recommendations

“Contacts in Unsure campaigns” is a Council level Report that shows all contacts in this particular stage.

This can be used for Council management to understand the number of contacts impacted and assign work outside of task management.

Step-by-Step Instructions

TO TRANSFER A VOLUNTEER:

STEP ACTION

1. Search for member to be transferred using the global search.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

2. In the Search Results, click the member name link in the Contact section.

3. In the contact record, hover over or click on the Giving link and verify that the individual is a registered member. The Membership Year should be the current year and the Stage should be Completed.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

4. If the individual is currently registered, proceed to step 5. If they are not, consult your Council Specific Business Practice here. A record cannot be transferred in the system unless the registration is current. Customer care would escalate the case to the sales team to open an opportunity if needed and direct/assist the volunteer to register online. Follow process for renewal as outlined in Chapter 2 and Chapter 7.

5. Search for the troop campaign the individual is being transferred or added to.

6. In the Search Results under Campaigns, click the troop campaign the individual is being transferred or added to.

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Page 24: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

7. Hover over or click on Campaign Hierarchy. Click on the job the individual is being transferred or added to.

8. Click on the Manage Members drop-down and select Add Members-Search.

9. Enter the following information: * Under Step 1, click the Contacts radio button. * Under Step 2 in Field, change the first line from None to First Name and the second line from None to Last Name. * Under Step 2 in Value, enter the customer's first name on the first line and last name on the second line. NOTE: The name must be exactly as it shows on the contact record. Partial names and nicknames will not work. * Click Go.

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Page 25: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

10. The individual's name should now be on the lower part of the screen. If multiple people have the same name, multiple people will be listed. Check the box next to the correct individual's name.

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Page 26: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

11.

12. Click the Add with Status drop-down and select Sent.

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Page 27: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

13. In the list of Existing Members, find the name of the individual you just added and click Edit next to their name to go into their Campaign Member Edit screen.

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Page 28: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

14. Update the following fields: * Membership - Add the giving record (not the transaction) for the current year. Make sure to expand the search screen so you are sure you're adding the membership for the adult and not the girl accidentally. It is recommended to copy and paste the giving name into the search field to help narrow results. As you can see in the screenshot below, entering the last name Turner yielded quite a few results. * Active - Check this box. 

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

* Date Active = Today's date. * Primary - Check this box if this is a DP job. You will not see this option for adult member roles. * Renewable - Check this box unless this is a special job (i.e. service team positions). * Display Renewal - If the next membership year is available for renewal and the individual hasn't renewed, check this box unless this is a special job (i.e. service team position.) * Click Save

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Page 30: SALESFORCE MARKETING CLOUD - Zendesk · Web viewIn Salesforce, search for the Troop Campaign you are looking for, hover over the Campaign Hierarchy link. Select the position you are

CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

TO REMOVE THE ADULT FROM THE UNSURE CAMPAIGN:

STEP ACTION

1. In the adult's contact record, hover over or click on Campaign History.

2. Click View next to the job that is ending.

3. You will be on the Campaign Member Detail screen. This screen will have a different layout depending on the type of job (i.e. adult member vs. troop leader). Click the End Position button

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION

4. Click Next to end the position.

5. If needed, double click on the End Date and update to the date the position ended. Then click Save.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

TRANSFERING A VOLUNTEER TROOP TO TROOP

Step-by-Step Instructions

To transfer a volunteer:Note: Before performing the following steps to transfer a Volunteer Troop to Troop; users should first navigate to the campaign job that they will be transferring the volunteer to.  Then, they can clone the volunteer's existing campaign and will be able to select the new campaign from the list.  

STEP ACTION1. Search for the troop to be transferred TO in the global search.2. Open the Troop (Volunteer Project) from the search results.3. Click on the Volunteer Job Campaign into which the member will be

transferred (Adult Member). This is found under the Campaign Hierarchy page divider.

4. Search for member to be transferred using the global search. Check the BGC.

5. In the Search Results, click the member name link in the Contact section.

6. In the Contact account, scroll down to the Campaign Hierarchy section.

7. Click on desired position.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION1. Search for the troop to be transferred TO in the global search.2. Open the Troop (Volunteer Project) from the search results.3. Click on the Volunteer Job Campaign into which the member will be

transferred (Adult Member). This is found under the Campaign Hierarchy page divider.

8.

9. Scroll down to Manage Members.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

STEP ACTION1. Search for the troop to be transferred TO in the global search.2. Open the Troop (Volunteer Project) from the search results.3. Click on the Volunteer Job Campaign into which the member will be

transferred (Adult Member). This is found under the Campaign Hierarchy page divider.

10. Click drop down box Manage Members.

11. Click “Add Members”.

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12. This opens add member screen.

13. Click on Contacts.14. First field will be first name.

15. Value type in member’s first name.

16. Second field will be last name.

17. Value last name.

18. Click “Go.”

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

19. The name will come up, if they are multiple names make sure you choose the correct name. You can identify by email address.

20. CHECK THE BOX NEXT TO NAME.

21. DROP DOWN ADD WITH STATUS CLICK SENT.

22. THIS WILL BE THE SCREEN YOU SEE NEXT.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

23. GO TO NAME AND CLICK EDIT.

24. Membership: you will type in household name and click on the giving record.

25. Assignment type (adult or volunteer) member.

26. Check “active”

27. Start date will be the day you are transferring.

28. Date active will be the date you are transferring.

29. Check renewable and display renewal.

30. Continue this position? Click “yes.”

31. Click save.

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

32. Go to members contact record and scroll down to campaign history, both old and new assignment will display.

33. Click edit next to the old assignment.

34. Transferred to: type in new troop, click magnifying glass and click on troop.

35. If they are moving from a volunteer position you will need to change assignment type to adult member or adult to volunteer.

36. Remove check from “active”.CONVERSION: VOLUNTEER ASSIGNMENT C06_S06

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37. Remove Primary check.

38. Check Suspended.

39. Fill and date previous day’s date.

40. Remove check from Renewable.

41. Remove check from display Renewable.

42. Click save.

43. Return to contact record if moved from a position to verify changed to adult member or if a volunteer.

CONVERSION: VOLUNTEER ASSIGNMENT C06_S0639

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CHAPTER: CONVERSION SECTION: VOLUNTEER ASSIGNMENT

CONVERSION: VOLUNTEER ASSIGNMENT C06_S0640

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