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Process Flow
There are two main pathways for creating new Cases:
Begin by creating a new Case from the Home tab (#4 below) or Case tab then add Case Contacts. Forms are added to the appropriate Case Contact. Case Notes, Files and Sessions are added directly to the Case.
Instructions
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Related articles
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Creating a Case: High-Level Overview
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Creating a Case: Step-By-Step Process
Log Into Salesforce
Ensure you are on the VPN--either UCB-VPN (vpn.colorado.edu) or HR-VPN (vpn.colorado.edu/hr-vpn).
Click on the “HRI - Salesforce Login” button
Authenticate with Single Sign On
Authenticate with Duo MFA
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 - FSAP” link to view all of your open cases.
Search for Client
In the Global Search, type a name, email, employee ID, phone, etc.
Hit Enter
Select Client’s Contact Record
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)
Contact Record Overview
Select Client’s Employment Record
Employment Record Overview
Create Case
Click on the Create Case button
Create Case Contact
Salesforce copies the client’s Contact and Employment data and pastes it into the Case Contact reocrd
Select Case Contact Type
Click the Save button
Case Contact Record Overview
Go to Case
Click on the Case hyperlink
Case Record Overview
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