Creating a Branch Manager

Once you have created a new branch in Talent, you need to assign someone to manage it. A branch manager receives minor admin privileges so they can add new users, add courses, and access certificates. Typically, a branch should only have one branch manager, but additional branch managers can be added per customer request. You can either create a new branch manager or update the permissions on an existing user. We will cover both in this article.

Creating a New Branch Manager

To create a new branch manager in Talent, select Add user from the home page in Talent. This will bring up a new window where you can input the user's info. 

To be consistent, you should fill in all of the following fields for the account.

• First name
• Last name
• Email address
• Username — this should be the user's first name, all lowercase
• Password — this should be the user's last name, all lowercase
• User type — select BranchManager from the drop-down menu
• Company Name

Once you have filled in or updated all the fields, you can click the green button labeled Add user near the bottom of the page. This will bring you to the Courses tab inside Talent. Since we generally don't add courses to branch managers, you should instead click the Branches tab at the top of the page.

In the search bar near the bottom of the screen, type in the name of the branch or a tag related to the branch you want to assign the user to. Clicking the plus sign under Options next to the corresponding branch will add the user to that branch. 

Important: If you haven't created a branch yet, go back and follow the steps outlined in the articles Creating a Branch in Talent and Adding Courses to a Branch in Talent. Once you have finished creating a branch, you can then come back and finish assigning the new branch manager.

What if they already have an account?

In some cases, a customer will take our courses online before going on to sign up the rest of their company. They may not even be aware that we can create branches in our LMS. Whatever the case, for these users that request a branch, you can simply update the user type on their account.

The best way to find a user's account is by searching for their email address in the Users menu. However, you may have to get creative if they used a different email than the one listed on Talent. Here are some ideas from most effective to least effective. This isn't a comprehensive list, so be creative and ask another agent for help if you are still having trouble finding an account.

• Email
• First and last name
• common company email - Ex: @hardhattraining.com

After you have located the user's account, you can update their user type from Learner to BranchManager. Remember to click the green Update user button at the bottom of the page to make these changes permanent.

After updating the account, you will follow the same steps from before: Click on Branches to open the list of all the branches in Talent, then find the correct branch using the search bar and click the plus sign under Options to add the account to that branch. If you having trouble finding the branch, be sure to reach out to another agent for help.

Final Steps

After you have created the branch, added courses to the branch, and assigned the branch manager, you need to finish the process by sending the branch manager an email in Zendesk. Use the macro titled Branch manager to send instructions for navigating Talent. Be sure to include the username and password in the email before hitting send. The branch manager won't be able to log in to their account without it.

Creating a branch manager will be a common occurrence in your job in Customer Support. Without branch managers in place, we would have to add every user ourselves. Again, don't hesitate if you need help. Your coworkers are there to help you, so speak up if you have a question or even if you are just unsure whether you are following the proper steps.