Salesforce - Cases

View a Case

[List view exerpt]

Find more information on list views here: Salesforce - List View Walkthrough

Queues

A Queue is used to assign a record to a bunch of Users. We assign a Case record to a Queue when we know which team is responsible for the Case, but not which individual User will be responsible for the Case.

Queue membership must be assigned by a member of the DLT Systems & Data team.

Digital Learning

Queue	Notes
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!

Admin, Ops & Programs

Queue	Queue Email
Academic Programs Queue	academic@continue.utah.edu
ELI Queue	eli@utah.edu
Go Learn Queue	golearn@utah.edu
Lifelong Learning Queue	life@continue.utah.edu
Osher Institute Queue	osher@continue.utah.edu
ProEd Queue	proed@aoce.utah.edu
Registration & Information Queue	register@continue.utah.edu
Return to the U Queue	return@utah.edu
Youth Education Queue	youth@continue.utah.edu
Youth Protection Services Queue	youthprotection@utah.edu

Queue Considerations

When closing a Case the Case Owner must be assigned to a User, not a Queue.

Open a Case

Change the Case Owner

Accept a Case

Change Owner

Transfer to a Queue

Activity Feed Walkthrough

[Activity Feed, including Chatter, exerpt]

Find more information about the Activity Feed and Chatter here: [link]

Case Emails (Threading)

Close a Case

[Merge a Case]