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View
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[List view exerpt]
Cases
To view Cases in Salesforce, navigate to the Case object in your app:
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This is how you navigate to view the Case List Views.
View Case record by clicking on the Case Number blue hyperlink:
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Provided Case List Views
*All list views beginning with ‘My' mean they are filtered by the Cases where Case Owner is you!
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You can also Clone the provided views to create a customize list view. Find more information on list views here: Salesforce - List View Walkthrough
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A Queue is used to assign a record to a bunch of Users. We assign a Case record Cases are assigned to a Queue when we know which team is responsible for the Case, but not which individual User will be responsible for resolving the Case.
Queue membership must be assigned by a member of the DLT Systems & Data team.
Digital Learning
Queue | Notes |
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IT/Tech Support | |
Systems & Data | |
Tier 1 Support | *Assign all requests to Digital Learning to this Queue—we will route to the correct team from there! |
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When closing a Case the Case Owner must be assigned to a User, not a Queue. |
Open a Case
When we need to open a Case on behalf of a user, create a new Case in Salesforce:
1) Navigate to Case object
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2) Click ‘New’
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3) Completed required fields & Save
Change the Case Owner
Accept a Case
Navigate to a Case record (click on the Case Number hyperlink)
Click the Accept button in the top right
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This will assign you as the Case Owner in one click!
Change Owner
Change Owner from List View
Select the arrow menu on the record you want to Change Owner
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Change Owner Button
Navigate to a Case record (click on the Case Number hyperlink)
Click the Change Owner button in the top right
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Select the User or Queue to assign ownership
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Check box to send email notification to new Case Owner.
Activity Feed Walkthrough
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