Navigation Basics
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
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.
Adding a New Case
Creating a Case from the Employment Record
A new case can be created 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 do 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 you would like to use (click on the hyperlinked EMP-xxxxxx 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.
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, 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.
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 overview page
Add an ER Action
Add a BIT 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. Once copied to a case, the employee’s information for that case will no longer change.
Note that student information--if it exists--will show for all contacts, even when added as an employee.
Adding Case Details
Once you create a case from the employment record you can click the case number in the upper left corner of the page to see the case overview page. Here you can add or update case details, add additional case contacts, add files, or add case notes.
To add or update case details, click the ✏ pencil icon next to the field to be edited:
Make any case detail edits, which will be highlighted in yellow once changed
Be sure to click Save to keep your changes
Add additional employees as Case Contacts, add Files, or add Case Notes using the buttons to the right of each object:
Adding An Action
From the case overview page, you can see all the case detail information, the Case Contacts, Actions, Files, and Notes. However, an action must be added to specific contacts.
To add an action, start by click on the Case Contact record (the CC-xxxxxx hyperlink)
Click the “New ER Action” or “New BIT Action” depending on the type you want to add
This will bring up an overlay with a list of Actions to choose
Select an action and click Next
If the Action selected has other associated fields such as SubActions or Notes, you will then be able to select that information
Click Save to save the action to the case. You will be redirected to the Action page, which will show the information just entered. If it looks correct, you can click the case number in the upper left to return to the case over view page
On the case overview page, you should now see the Action listed
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:
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 → Preformance/Discipline
OIEC → Referral
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
The note will be tied to the case, but not a specific Case Contact
To view Case Notes, click the Case Notes tab, the View Case Notes button, or the Note hyperlink
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) 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.