High-Level Overview

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Step-By-Step Process

To create a new case, follow the below steps. Click the images to enlarge.

1. 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 to https://o365coloradoeduucb4.lightning.sharepointforce.com/sites/HR-HRI

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

   4. Authenticate with Single Sign On

   5. Authenticate with Duo MFA

   6. You’ll be sent to your Salesforce Homepage
      
      

2. Homepage Overview
   Note: The homepage view of your open cases will show, at most, 30 cases. If you have more than 30 cases, you can click on the “Homepage My Open Cases - OED” link to view all of your open cases.

   

   
   

3. Search for Client

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

   2. Hit Enter

      

      
      

4. Select Client’s Contact Record

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

   2. Ensure you select the Contact record (versus Case Contact, etc)

      

      
      

5. Contact Record Overview

   

   
   

6. Select Client’s Employment Record

   

   
   

7. Employment Record Overview

   

   
   

8. Create Case

   1. Click on the Create Case button

      

9. Create Case Contact

   1. Salesforce will copy the client’s Contact and Employment data and paste it into the Case Contact Record

   2. Update Case Contact Type to “Client”

   3. Click the Save Button

      

      
      

10. Case Contact Record Overview

    

11. Go to Case

    1. Click on the Case hyperlink

       

       
       

12. Case Record Overview

    

    
    

13. Add a Client Service

    1. Click on the New Client Service button

       

    2. Populate the Client Service details

       1. Identify the Client Service and Activity in the pick-lists

       2. Manually add a Topic, if necessary

       3. The Primary Client Service checkbox will be auto-checked after saving, by default

       4. You can check the Not HR Led if the Case is not being led by the OED team

       5. Click the Save button

          

    3. The Client Service will show up in three places on the Case:

       1. In the Client Service related list

       2. In the Case Title

       3. In the Primary Client Service section

          

    4. You are able to add other Client Services as needed. Please take note:

       1. If there is only one Client Service on the case, that will be marked as the Primary Client Service

       2. Salesforce will not allow you to have two Primary Client Services

       3. You will need to uncheck the Primary Client Service checkbox from the existing Primary Client Service to add a new Primary Client Service
          

14. DONE! You have created a case that has has a Client Case Contact and a Client Service.