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After logging into Salesforce, you land on a Cases homepage that displays a listing of cases assigned to you, with the case number, the employee’s name, case title, case status, the contact date, follow-up date and date/time the case was closed.

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

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• The listing can be sorted by each of the column names

• From here you can view a case (by clicking on the blue highlighted case number), search for an employee record, create a new case, change the case owner, and open up a view of the case details that can be printed out

• You can also access reports and dashboards using the navigation tabs

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Adding a New Case

Creating a Case from the Employment Record

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• This will bring up an overlay will all employment, personal, and contact information that will be copied to the Case Contact.

• At the top is the only required field, Client Status Type.

• When all information looks correct, click Save to add the Employee as a Case Contact, or click Save & New to add additional Case Contacts.

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• On the case overview page, you should now see the Action listed

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Adding a “Case Category” and “Case Concerns”

These fields live on the Case record page and can be edited at any time. Upon case creation, the values will default to “None,” and there will be an alert banner until values are populated in both of these fields:

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• Case Concerns: This field must be manually populated. Select the appropriate Case Concerns in the drop-down and then click the 'Save’ button.

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• Case Category: This field will automatically populate once an Action is added to the Case. Only the first Action will auto-populate the Case Category field--adding additional Actions to the Case will not auto-update this field.
  
  Note: If you select a Case Category value before adding an Action, once the Action is added to the case, the Case Category value will auto-update based on the Action → Case Category mapping.
  
  Below are the Action → Case Category mappings:

  • Agency Filings → Dispute Process

  • Behavioral Intervention → Behavioral Intervention

  • Corrective Action → Performance/Discipline

  • COVID-19 → Leave

  • Disciplinary Action → Performance/Discipline

  • EthicsPoint → Referral

  • Faculty & Staff Death Protocol → Behavioral Intervention

  • Grievance → Dispute Process

  • Ineligible for Rehire → Behavioral Intervention

  • Leave → Leave

  • Leave Sharing → Leave

  • Letter of Expectation → Performance/Discipline

  • Letter of Reprimand → Performance/Discipline

  • Percent Time Change → Consultation

  • Performance Management Consult → Performance/Discipline

  • Performance Management Dispute → Performance/Discipline

  • Progressive Discipline Consult → Performance/Discipline

  • Reasonable Employer → Referral

  • Referral → Referral

  • Separation-Involuntary → Separation

  • Separation-Voluntary → Separation

  • Unemployment → Unemployment

Adding Notes to a Case

New Case Notes can be added from the Case Overview page.

• Add a note by clicking the New button on the right of the Case Notes object box:

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  When adding a new note from the Case page, you will see the view below.

  • Date/Time - These fields auto-populate to the current date/time, but can be edited

  • Action - allows the note to be linked to a specific action on the case

  • Contact Method - the type of note can be tracked

• Click the Save button to add the note to the case

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• To view Case Notes, click the Case Notes tab, the View Case Notes button, or the Note hyperlink

  • These view will show notes whether added through the Case page or the Case Contact page

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