County Board System Support FAQ

Events CRM

Q: Why has a person's booking not come across to Events CRM from Cvent?

A. The main reason for a person's booking not coming across to Events CRM is due to data mismatches between their record on Cvent and Events CRM; usually a different date of birth, completely different / shortened name, different email / address entered. This causes a sync issue if they have an existing contact on Events CRM that does not match up with the recently entered details in Cvent.

Check with the person what their correct details should be and remember that whilst you can update a persons’ Events CRM record you cannot update a persons’ Cvent record, in which case you will need to contact the helpdesk for assistance.

If the person does not have an existing record in Events CRM, then the error usually comes down to an integration failure or requires further investigation, both actions will need to be resolved by the helpdesk via contacting us on  [e-mail] .

(NB/ Date of birth is the most common item that is entered incorrectly)

Q: Why do some people have duplicate records on Events CRM?

A. This is predominantly down to people entering different personal details over multiple bookings, such as using a shortened version of their name, accidentally entering the wrong date of birth or a differing email / home address. Doing this will go on to create a duplicate record for a person.

You will need to contact the helpdesk in these instances via [e-mail] , as we will need to merge the accounts, not just on Events CRM but across any other affected systems (including Cvent, Moodle, Okta etc.)

Q: Why is someone not showing as compliant after doing the Safeguarding for Specialist Multiple Roles course?

A. Please note that the ‘Safeguarding for Specialist Multiple Roles’ course is not the same as the ‘Safeguarding for Specialist Roles’ (SSR) module; which is the first module of each variation of the accredited Safeguarding courses we offer.

When a person completes the ‘Safeguarding for Specialist Multiple Roles’ course, Events CRM will show 'Safeguarding for Specialist Multiple Roles' in the persons qualifications, regardless of the role-specific bolt-on(s) they have completed. However, some people are required to do a specific Safeguarding course as part of completing another course (e.g., Coaching course / Umpiring course) or to complete a Safe Hands Workshop / show as compliant on SHMS.

A pre-requisite checklist runs in the background of Events CRM to check a person has completed all course elements, in order to pass a course in its entirety. Therefore, if a person has a 'Safeguarding for Specialist Multiple Roles' qualification showing on Events CRM, then because the system will only ever be searching for the role-specific Safeguarding course, meaning it will never change the Safeguarding pre-requisite from fail to pass:

• 'Safeguarding for Coaches and Activators' as part of completing a coaching course.
• 'Safeguarding for Umpires and Scorers' as part of completing an umpiring course.
• 'Safeguarding For Committee Members' to complete a Safe Hands Workshop and show as compliant on SHMS.

As such, please encourage the learner to complete the standalone Safeguarding course but if the learner has already completed the ‘Safeguarding for Specialist Multiple Roles’ course, please contact the helpdesk at [e-mail]  so that we can manually add the role-specific Safeguarding qualification to their Events CRM record.

We would also advise not to publish registration links to the Safeguarding for Specialist Multiple Roles course, as users can self-enrol on to this course, after completing the role specific / standalone course, should they wish to do so.

Q: Why is DBS information not up to date?

DBS updates are sent from Atlantic Data into our master DBS database (CMS) and then this is integrated into all other ECB systems, including Events CRM. On average these take 2-3 days.

During peak periods there can be a slight delay of around 4-5 days for updates to feed through, however overall, there are no issues with integration.  Please note however, that if the DBS info doesn’t match with the CRM record, then that could cause it not to appear.

Counties can also check an individual's status via DBS checker if they need a 'point of truth' for clearance.

If you have an example where you believe the individuals DBS status to be incorrect, then please contact [e-mail] for it to be reviewed.

Cvent

Q: Where can I find more general templates?

A: We are currently in the process of building a suite of Registration (Flex) templates for use in Cvent and will be communicating details soon. We will also be providing help-guides & training on how to set up event using the new templates. If you need any further help with templates, please contact the helpdesk via [e-mail]

Q: How do I resend an invite to a participant?

A: The help guide in the link here covers how to resend an invite to a participant, https://ecbcs.zendesk.com/hc/en-us/articles/360012536138-CVENT-Re-sending-an-invite-to-a-participant

eLearning

Q: A user has not received their eLearning or follow up email

A: If they have synced from Cvent to CRM usually this is due to the user either registering for a course with an email address active on another account on the ECB Single Sign On system or on elearning, we do have a proactive process to deal with ones we know have failed which is to ask the customer for new details, again if you have a user who is in this state ask them to contact us directly via [e-mail] as we may need their personal data to resolve the issue

Q: A user cannot proceed through/complete a safeguarding course

The course is set up so that all the videos and pictures need to be clicked on for the course to be marked as completed, each section of the course must have a fully filled red bar. The red bar at the top of the page can be clicked on and by clicking on the incomplete section in the side panel will take a user to the section they have missed.

Screenshot below is showing the red bar and the side panel menu.

ClubSpark

Q. Why do I receive an email every time someone books on an activators course in the West Midlands?

A. In ClubSpark you have the option to receive automated emails every time someone books onto the training course as your ClubSpark account is linked to that training venue.

To remove the access and stop the emails, please contact Customer Support at [e-mail]

Q. Clubs not coming up on search for All Stars programmes.

A. There may be various reasons why a programme is not showing on a search in their local area which are:

• Club is not ASC verified on ClubSpark – it is the Counties responsibility to do this.
• No Valid Stripe account linked to club – the club needs to ensure their Stripe account is set up and verified.
• Programme may not be set to public – check on ClubSpark that the programme is public and not direct link only/hidden.
• Check the longitude and latitude is set up correctly on the club profile. If incorrect, the programme may not show on search result - https://allstarscricket.zendesk.com/hc/en-us/articles/19319292896925-How-can-I-find-my-longitude-and-latitude

If you have checked all of this and still not showing, contact Customer Support at [e-mail]

Q. Activators not being able to get into their checklist even though they have accepted the invite. It does not help that you cannot see what the Activator is seeing.

A. There are two main reasons an activator may not be able to see their checklist which are:

1. They have more than one account with the club using the same email address and need to be merged.
2. The activator has been added to the club and accepted the invite; however, they have not created their own ClubSpark account.

Please also note they may also have a ‘parent view’ account so some may not be aware to click on the top right corner and select ‘Admin Area’ under their name to view their admin account where they can view their checklist.

Please contact Customer Support at [e-mail] for further help if required.

Q. Safe hands document, CCB cannot see the certificate before verifying.

A. If there is no document showing in the safeguarding section of the club checklist, this indicates that the club have ticked to say they are safe hands registered with the ECB. In this instance no document upload is required and CCB’s will be able to verify this via the ECB SHMS.

Likewise, if there is no document in the insurance section this will indicate that the club have advised that they have insurance through the ECB with Howden’s

DBS / Safehands

Q. Why do expiry dates on ECB DBS checker & Safe Hands show 3 years in advance even though they only last a year?

A. The expiry date is auto populated based on legacy systems, however an expiry date of 1 year + indicates that the individual is registered for annual rechecks, of which an average of 90% + renew year on year.

Those that are not registered will show an expiry date of 1 Year from certificate issue date.

We have sign off for development to improve clarity around expiry dates and how they appear on DBS checker & Safe Hands. We hope to progress these for 2025.

Q: DBS verifiers being locked out of Atlantic Data because they have not used the system for 6 months.

A. This is a security element standard to all users on the platform. Primary or Secondary County Users can unlock accounts. Additionally, the verifier can either call Atlantic Data directly on 03333 207 328 or contact ECB Customer Support AT [e-mail] to get their account unlocked.

Please note the verifier account will lockdown again after 24hours if not accessed after being unlocked.

Q: Why do some records not match between Safe Hands and Events CRM?

A. This is often caused by either duplicate records for the individual or a mismatch of data between the 2 records, such as name variance, different email addresses.

Example: Events CRM individual is recorded as Tom Jones and in Safe Hands they are recorded as Thomas Jones.

We continue to roll out ECB Single Sign on to provide a consistent registration point for ECB systems and additional development in our data integrations is also ongoing to provide a ‘single customer view.’

If you have a record that does not match, please review and update accordingly in CRM (if you are able), or alternatively contact customer support at [e-mail] who can review and action.

Overview of support available

Brand	Help Centre Link	Email/Form Contact
National Programmes	https://allstarscricket.zendesk.com/hc/en-us	[e-mail]
Cvent / Events CRM	https://ecbcs.zendesk.com/hc/en-us	[e-mail]
Safe Hands	https://safehands.zendesk.com/hc/en-us	[e-mail]
Play Cricket	https://play-cricket.ecb.co.uk/hc/en-us	[e-mail]
E-learning	https://ecbcs.zendesk.com/hc/en-us	[e-mail]
DBS	https://safehands.zendesk.com/hc/en-us	[e-mail]

We are able to offer additional training and support on any of the above systems between September – December, if this is needed please email [e-mail] and include information on what support is needed.