Outside of the Primary Employee/Contact Case Contact, you are able to add additional Case Contacts if it is helpful in your Case Management. You’re Some examples of other Case Contacts are: HR Liaison/Contact, Supervisor, Partner, and Child. You are able to add CU employees, or you even able to can create new contacts (ie: Spousespouse, family members, etc).
Additionally, you are able to ‘reassign’ a Case Contact so you don’t have to delete a Case Contact and then add a new Case Contact.
| Table of Contents |
|---|
*Click the images below to enlarge.
Adding a CU Employee as a Case Contact
To add a CU employee as a Case Contact to your case, follow these steps:
Click on New Case Contact
Search for employee
You can search by name, email, EID, etc.
You may need to check the Include Inactive Employees or Include All Campuses to expand your search
Select the radio button for the applicable employee and employment record
Click Next
Identify the Case Contact Type
You can only have one Primary Employee/Contact, but you can select from the drop-down any of the other options (HRL, Supervisor, etc).
You don’t need to touch any of the copied bio/employment data.
Click Save
You’ve successfully added a new Case Contact
Click the Case number to go back to the Case record page.
Adding a Non-CU Affiliate Case Contact
Click on New Case Contact
Click on the Search All Contacts tab
Click on the Create New Contact button
Add Case Contact Details
Only Last Name is technically required, but you can add any applicable known information
Click the Save button
Identify the Case Contact Type
You can only have one Primary Employee/Contact, but you can select from the drop-down any of the other options (spouse, husband, wife, child, etc.).
Click Save
You’ve successfully added a new Case Contact
Click on the Case Number to go back to the Case record page.
Reassigning a Case Contact
There are three situations that may warrant you to reassign a Case Contact. Reassigning a Case Contact is a way to update the Case Contact without needing to delete the Case Contact and then adding a new Case Contact.
The three situations where this may be required/helpful:
Someone created a case on behalf of someone else: HRL’s/supervisors/etc may create a case on behalf of a different employee. You would want to reassign the Primary Employee/Contact to the employee the case is actually for.
Incorrect employment information was pulled for the Case Contact: Salesforce will pull the primary and active employment record when automatically creating the Primary Employee/Contact. You can reassign the Case Contact to pull in the correct employment record you want to populate the employment section of the Case Contact.
You’d like to update the employment information for the Case Contact: The Case Contact record is a “snap-shot” of the employee when added to the Case. If the employee changes positions/quits/etc, the Case Contact record will not reflect this (only the Employment record in the Contact record will show this). You could reassign the Case Contact to “refresh” the employment information that is populated on the Case Contact record.
No matter the situation above, you can reassign a Case Contact by following the following steps:
Open the Case Contact
Click the Reassign button
Search and Select the new Case Contact
You can search by name, email, EID, etc.
You may need to click on the Show All Results if the system can’t easily identify the Contact.
Click the Next button
Select the appropriate employment record and click the Next button
If the employee has multiple active or inactive employment records, they will all be listed.
Update the Case Contact Type, if applicable, and click the Next button
The system will default to the original Case Contact’s type.
Confirm the new Case Contact and click the Next button
You’ve successfully reassigned the Case Contact
Click the Case number to go back to the Case record page.