Navigation Basics
Text in blue are links to that content. It is easy to navigate between the Case, Case Contact (CC-#), Allegations (AL-#), Actions (ACT-#), and Note (Note-#) pages by selecting the associated record ID # that is displayed on the page. A link back to the Case can be found in the upper left hand corner of child pages.
Below is the page you will be presented with when first logging into the Salesforce environment:
Click on the images to make them larger
Global Search
The global search is helpful for finding historical case information, among other things. Type in the name, phone number, employee ID, Student ID, etc and press enter. The search results will display any related information found in the system. The global search box makes it easy to find just about anything in the system. When typing in the search box, the system will begin looking for recent records and display them as suggestions. It is recommended to type in the full entry then click Enter/Return to view the full search results.
The global search bar appears on all pages.
You can also use the global search to look up older Sharepoint HRI cases with the case number from the old system.
Home Tab
The home tab has two main sections: Homepage My Cases - OIEC, which displayed a list of your open cases sored by oldest open contact date, and the OIEC Dashboard, which shows a collection of common reports.
Homepage My Cases - OIEC
New - Create a new case (you can also create a new case by searching the Contact in the Global Search, selecting the appropriate employment record, then clicking the button Create Case).
List Search - Available to search for items in the case list by case numbers and alphanumeric text. Alternatively, the list can be sorted by clicking the header of the appropriate column. Columns can be resized by clicking and dragging the column dividing lines.
Contact Date, Second Investigator, and Investigator aren’t searchable. Use filters or sort on these fields instead.Case Number - Click on this number to view a particular case.
Quick Options - Edit & Delete a case.
The Homepage My Cases - OIEC list is standard for all users. If you would like to create specific lists that you can create these on the Cases tab. See the List Views Guide for more information.
OIEC Dashboard
Shows a standard collection of reports.
Provides information specific to the logged in user.
Click the Refresh button to ensure the most recent information is displayed.
Reports displayed on the dashboard can be changed and modified at any time. Under the OIEC Dashboard header, you can see the date and time of the most recent refresh.
Click on the blue “View Report” hyperlink on the bottom-left side of each report to view the full report.
Cases Tab
The Case tab will show all list views you have created or have been shared with you. You can change and pin list views based on your preference without affecting other users.
List view dropdown - Select from available list views
Pin current view - Click the Pin icon to “pin” the current view. The pinned view will be set as default when viewing your Cases tab
New - Create a new list view
List view options - See available options such as new, clone, etc.
Filter - Set filters on the current view
For help creating or working with List views, see the List Views Guide, or contact HRIT.
Reports Tab
The Reports tab will show all reports available to, created by, or shared with you. From this tab you are able to run reports, create your own reports, and create folders for reports.
For a general walkthrough of the reporting tab and creating or editing reports, view the Reporting in Salesforce Overview
For a list of Report Types and a link to OIEC specific reports, view the OIEC HRI Reports page.
Dashboards Tab
In Salesforce, Dashboards are collections of reports. The Dashboards tab will show all Dashboards available to you.
Adding a New Case
Overview
There are two pathways for creating a case, the Case Flow (starting with a new case) and Participant Flow (starting with a participant). Both pathways will yield the same result.
Case Flow: Begin by creating a Case from the Home tab then, add the associated Case Contacts. Actions and Allegations are then added to the Case Contacts. Case Notes can be added from the Case Contact record page, or directly to the Case by using the “New Case Note” button on the upper-right side of the case page.
Participant Flow: The second pathway is to begin by searching for the Contact in the global search, select the appropriate employment record then create a new case.
Case Flow
Creating a New Case
From the Home tab, you can create a case by clicking the “New” button on the upper-right side of the page, or by clicking the dropdown caret next to the Case tab and clicking ➕ New Case
If you have access to other Salesforce apps, you may be prompted to Select a record type (e.g. if you also have access to BIT cases). Otherwise, you will not see the prompt below and will pass to the next step.
Enter preliminary case information. You will see all available case fields, but initially the only required fields are Case Origin, Status, and Process
Once the known case information is entered, click Save.
The title field will auto-populate later as Case Contacts are added
For a full list of fields and workflow, view the OIEC HRI User Workflow.
Adding Case Contacts to a Case
Once a new case is saved, you are directed to the case page. You should see the new case number in the upper-left corner of the page, and the horizontal info bar across the top and the Details area should be populated with the information entered in the previous step.
To add a new Case Contact, click the new button on the right side of the Case Contacts Object
Case Contacts can be added at any point while working on a case
You’ll be taken to the search page.
This page defaults to search by employment record, which should be used for Case Contacts with CU affiliation. You can filter by the department dropdown, and toggle the checkboxes to include inactive employees and/or to include all campuses
To search Case Contacts not affiliated with CU or to create a new or unknown contact, use the tab at the top of the page to switch to the “Search All Contacts” page. You can use the button on the right side of the page to create a new or unknown contact, search for previously created contacts, or use the checkbox to view current committee members.
You can search by almost any available information, including name, phone, email, employee or student ID, and job title. When looking for exact matches, entering a space after typing in your search criteria can speed up the live search.
Once you’ve found the contact to add, click next.
This will bring up an overlay will all the personal, outreach for support and safety measures, student information, contact information, and employment information that will be copied to the Case Contact.
At the top are the two required fields, Type and Client Status.
When all information looks correct, click Save to add the Case Contact, or click Save & New to add additional Case Contacts.
After saving a Case Contact, you will be directed to that specific Case Contact’s page. From here you can:
Verify the information
Click the case number in the upper-left corner of the page to return to the case
Add an Allegation
Add an Action
The information here may be edited if necessary since it will be copied to the specific Case Contact. This will not affect the system contact information stored in the HRI.
Note that student information--if it exists--will show for all contacts, even when added as an employee.
Adding Allegations to a Case
Allegations are added to a case through a Case Contact to ensure that Allegations are related to a person. While the Allegations object can be viewed from the Case page, new Allegations require Case Contacts to exist prior to being created.
To add an Allegation to a case, navigate to the Case page (you will see “Case” with the case icon and case number in the upper-left corner of the page)
Click on the Case Contact Record # for the Case Contact to whom the Allegation will be added.
This will take you to the Case Contact page (you will see “Case Contact” with the contact icon and name in the upper-left corner of the page)
Click the “New Allegation” button
Enter the information for the Allegation.
Policy is required, though other fields may also be required based on the Policy selected
Provision, Protected Class, and Details for AR Cases only may become available for selection depending on the Policy selected.
Click Save to add the Allegation, or Save & New to add another Allegation for the same Case Contact.
Once you click Save, you are brought the the Allegation page (you will see “Allegation” with the Allegation icon and Case Contact’s name in the upper-left corner of the page)
From here, you can review the information entered, click the “Edit” button to make any changes, or click the hyperlinked case number to return to the Case page.
Once you’ve returned to the case page, you should now see the added Allegation populated in the Allegations object
Adding Actions to a Case
Like Allegations, Actions are added to a case through a Case Contact to ensure that Actions are related to a person. While the Actions object can be viewed from the Case page, new Actions require Case Contacts to exist prior to being created.
To add an Action to a case, navigate to the Case page (you will see “Case” with the case icon and case number in the upper-left corner of the page)
Click on the Case Contact Record # for the Case Contact to whom the Action will be added.
This will take you to the Case Contact page (you will see “Case Contact” with the contact icon and name in the upper-left corner of the page)
Click the “New Action” button
Enter the information for the Action
Type is required, though Measure or Sanction maybe required based on the Type selected
Click Save to add the Action, or Save & New to add another Action for the same Case Contact.
Once you click Save, you are brought the the Action page (you will see “Action” with the Action icon and Case Contact’s name in the upper-left corner of the page)
From here, you can review the information entered, click the “Edit” button to make any changes, or click the hyperlinked case number to return to the Case page.
Once you’ve returned to the case page, you should now see the added Action populated in the Actions object
Adding Notes to a Case
New Case Notes can be added from the Case page or from the Case Contacts page.
In both instances, add a note by clicking the New Case Note button in the upper-right corner of the page
When adding a new note from the Case page, you will see the view below.
Type - the source of the note
Confidential Status - allows suppression of the note in certain views
Date/Time - this will default to the current date/time, but can be adjusted if necessary
Confidential - Can hide notes in print views
When adding from the Case page, the note will be tied to the case, but not a specific Case Contact
Click the Save button to add the note to the case
When adding a new note from the Case Contact page, you will see the view below.
The fields are in a slightly different order, but the same
When adding a note through the Case Contact page, the note will be tied to the case as well as to the case contact
Click Save to add the note to the Case and Case Contact
To view Case Notes, click the Case Notes tab or click the View Case Notes button in the upper-right corner
These view will show notes whether added through the Case page or the Case Contact page
If copying/pasting in text into a Case Note (e.g. from an email) note that the source formatting will copy as well and may cause viewing issues, such as overlapping text. If you have this issue, a temporary fix is to delete the current note text that is causing the issue, and right-clicking in the notes box and “paste as plaintext” to repaste the note without formatting.
Participant Flow
The Participant flow case creation differs only in how a case is created and how the first Case Contact is added. Adding additional Case Contacts, Allegations, Actions, or Notes will follows the same step outlined in the Case flow.
Creating a New Case
The Participant flow creates a new case directly from an employment record.
Begin by searching for a contact through the global search and press enter.
Refer the the Global Search section of Navigation Basics to determine what criteria can be used for the global search.
Depending on the criteria entered, you may not immediately see results from the Employment object. If you don not see a section for Employment, use the left sidebar to find Employment results:
Click the “Show More” dropdown
Scroll down and click Employment
You should now see the results from the Employment Object:
Click on the Employment record for the Contact you would like to use to create a new Case (click on the hyperlinked EMP-123456 field)
This will bring up the specific employee information for the employee. Confirm this is the employee you wish to add to the case
Click the “Create Case” button in the upper-right corner of the page.
If you have access to other Salesforce apps, you may be prompted to Select a record type (e.g. if you also have access to BIT cases). Click the “Create Case” button. Otherwise, you will not see the prompt below and will pass to the next step.
This will bring up an overlay will all the personal, outreach for support and safety measures, student information, contact information, and employment information that will be copied to the Case Contact.
At the top are the two required fields, Type and Client Status.
When all information looks correct, click Save to add the Case Contact, or click Save & New to add additional Case Contacts.
After saving a Case Contact, you will be directed to that specific Case Contact’s page. From here you can:
Verify the information
Click the case number in the upper-left corner of the page to return to the case
Add an Allegation
Add an Action
The information here may be edited if necessary since it will be copied to the specific Case Contact. This will not affect the system contact information stored in the HRI.
Note that student information--if it exists--will show for all contacts, even when added as an employee.
You now have a Case and the employment record selected through the search has been appended as a Case Contact. You can now add additional Case Contacts, Add Allegations, Add Actions, or Case Notes.