Overview

In this how-to guide, you will learn how to manage learner accounts. Managing learner accounts will equip your organization's customer service representatives with the knowledge to resolve many different types of learner support requests.

Managing Learner Accounts

• Accessing Learner Accounts
• Searching for Learner Accounts
• Editing a Learner’s Profile
• Viewing a Learner’s Course History
• Viewing a Learner’s Order History
• Exporting Learner Accounts 
• Account Merge Tool 
• Creating New Learner Accounts

Accessing Learner Accounts

Click Learner Accounts under the Accounts tab to begin managing learner accounts. It does not matter if an individual activity or ALL PROGRAMS view is selected, the Accounts tab will always search through all learner accounts for all activities.

In order to manage learner accounts, your admin account must have the “Manage User Accounts” permission enabled.

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Searching for Learner Accounts

To locate a specific learner account or group of accounts, select a criteria from the drop-down menu, then enter the search criteria into the field and click Search. 

To view all learner accounts in the system, select ALL ACCOUNTS from the criteria menu, then click Search.

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Editing a Learner’s Profile

There are two types of learner profiles – the persistent profile and the participation record profile.

Persistent Profile – This is the main profile that learners can access from the My CE Page and from the “Edit my Profile” link while participating in an activity. Any changes made to the Persistent profile by an Administrator will only be reflected in new activities moving forward. For example, if a learner (or admin) updates his/her last name in the persistent profile, only certificates moving forward will reflect the new last name.  If the learner had previously received a certificate before updating their last name, those previously awarded certificates will still contain the learner’s previous last name. 

Participation Record Profile – Once a learner participates in an activity, a snapshot of their profile at the current time will be saved with their participation record.  This preserves the integrity of the participation record at the time the learner completes the activity. To adjust the name on a learner's certificate, you would need to edit the Participation Record Profile.  

To edit a learner's persistent profile:

First, locate the learner's account. Then click the Manage button and select Account Details. You can also click the learner’s name to access their profile information. 

Make the changes to the account, then be sure to click the Save Account button. The next time the learner logs into their account, they will see the changes reflected in their persistent profile.

Please note that any changes made to the persistent profile will NOT be updated in previously completed participation records.  

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Viewing a Learner’s Course History

There are 2 different ways to view the course history for the selected learner. You can either click the Participation Records link or you can click the View Course History link under the Manage menu. 

The Course History displays all activities the learner has participated in, including any in-progress activities. To access the learner’s participation record an activity, click either the Activity Name or the More link under the Details column.

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Viewing a Learner’s Order History

The Order History page contains receipts for all purchases the learner has made in the Rievent Platform. To access, locate the learner account on the Accounts tab, then click the View Order History link under the Manage button.

Use the drop-down menu to view orders placed in the last 30 days, in the last 6 months, by year, or all orders associated with the learner’s account.From the Actions menu, you can view the receipt for an individual transaction by clicking View Receipt.

You can also email a copy of the receipt to the learner by clicking Email Receipt.  The system will then ask you to confirm your decision. The email will be sent to the email address associated with the learner’s profile.

 
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Exporting Learner Accounts

From the Accounts tab, click the Exporting Learner Accounts link to download a CSV file containing all learner accounts in the system.

The export includes the following learner data:

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Account Merge Tool

The Account Merge Tool can be used to merge one learner account into another.  This tool is useful when resolving support issues where a learner has created multiple accounts in the Rievent Platform. 

1.  Begin by locating the learner account you would like to merge into another account. Click the manage button and select Merge This Account Into….

2.  Use the search box to locate the destination account to merge the selected account into. You will have a chance to review and confirm the merge after selection.

3.  When you locate the destination account in the search results, click Select.

4.  Before finishing, be sure to review and confirm the selected accounts are correct.  

Select Complete Merge to finish the account merge.

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Creating New Learner Accounts

Learners typically create their own account when they access a Rievent Platform activity for the first time.  However, creating a new learner account ahead of time will allow you to pre-populate some or all of their profile information so when the learner logs into their account for the first time they only have to select a password and complete any missing profile information.  The system only requires you to enter the first name, last name, and email address of the learner.  (For security reasons, administrators do not have access to learner passwords.)

Begin creating a new learner account by selecting New Account. Complete all the required fields, then click Save Account to create the new account.

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