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Creating a Case: High-Level Overview

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Creating a Case: Step-By-Step Process

Log Into Salesforce

1. Ensure you are on the VPN--either UCB-VPN (vpn.colorado.edu) or HR-VPN  (vpn.colorado.edu/hr-vpn).

2. Go tohttps://o365coloradoedu.sharepoint.com/sites/HR-HRI

3. Click on the “HRI - Salesforce Login” button

4. Authenticate with Single Sign On

Authenticate with Duo MFA


5. Homepage Overview

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6. Search for Client

   1. In the Global Search, type a name, email, employee ID, phone, etc.

   2. Hit Enter

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Select Client’s Contact Record

7. Salesforce learns your searching habits and will start recommending your frequently used Objects (ie: Contacts, Cases, Employment, etc)

Ensure you select the Contact record (versus Case Contact/etc)

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Contact Record Overview

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Select Client’s Employment Record

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Employment Record Overview

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Create Case

Click on the Create Case button

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Create Case Contact

8. Salesforce copies the client’s Contact and Employment data and pastes it into the Case Contact reocrd

9. Select Case Contact Type

Click the Save button

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10. Case Contact Record Overview

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11. Go to Case

    Click on the Case hyperlink

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    Case Record Overview

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    On a Case record page, click on the New Session button

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12. Fill out Session details

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13. Add Case Contact(s) to the Session

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