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Creating a Case: High-Level Overview

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Creating a Case: Step-By-Step Process

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 tohttps://o365coloradoedu.sharepoint.com/sites/HR-HRI

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

   4. Authenticate with Single Sign On

   5. Authenticate with Duo MFA
      
      

2. Homepage Overview
   

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1. 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.
   

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2. Search for Client

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

   2. Hit Enter

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2. Select Client’s Contact Record

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

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

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3. Contact Record Overview

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4. Select Client’s Employment Record

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5. Employment Record Overview

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6. Create Case

   1. Click on the Create Case button

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7. Create Case Contact

   1. Salesforce copies the client’s Contact and Employment data and pastes it into the Case Contact reocrd

   2. Select Case Contact Type

   3. Click the Save button

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8. Case Contact Record Overview

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9. Go to Case

   1. Click on the Case hyperlink

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10. Case Record Overview

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