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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.
Click on the images to make them larger
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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You can also use the global search to look up older Sharepoint HRI cases with the case number from the old system.
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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.
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:
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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