Creating a Case: High-Level Overview

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
   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.
   

   

3. Search for Client

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

   2. Hit Enter

      

4. 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)

      

      
      
      

5. Contact Record Overview

   

   
   

6. Select Client’s Employment Record

   

   
   
   

7. Employment Record Overview

   

   
   

8. Create Case

   1. Click on the Create Case button

      

      
      
      

9. 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

      

      
      
      

10. Case Contact Record Overview

    

11. Go to Case

    1. Click on the Case hyperlink

       

       
       
       

12. Case Record Overview

    

Related articles