Salesforce - Cases

View Cases

To view Cases in Salesforce, navigate to the Case object in your app:

This is how you navigate to view the Case List Views.
View Case record by clicking on the Case Number blue hyperlink:

Provided Case List Views

*All list views beginning with ‘My' mean they are filtered by the Cases where Case Owner is you!

List View Navigation

1 - Select a List View & Pin your Favorite

Select a list view from the drop-down. Pin a list with the (pin icon 📌 ) to set it as your default.

2 - Modify a List View

Modify a list view using the List View Controls menu (gear icon ⚙ )

You not have access to modify public List Views (the ones all users can view). See https://ceceuofu.atlassian.net/wiki/spaces/CPD/pages/2479259649/Salesforce+-+List+View+Walkthrough#Clone-a-List-View

3 - Create New records from a List View

To save yourself a few clicks, try using the New button to Create a record directly from a List View!

4 - See List View Filters

See the criteria for which records are displayed by using the little funnel icon.

5 - Change List View Display

Change how the data is displayed! Different views work well for certain types of data.

Kanban Settings Error

If you get this error:

“In order for this Kanban view to load, the list view's owner has to configure Kanban Settings for it.”

Change your Display as settings back to Table.

6 - Search a List View

Find the data you need with a quick search!

Searchable Fields

When you click into the Search text box, a bubble will appear telling you if any fields are not searchable within the List View.

Search Wildcards

Use an asterisk (*) to find items that match zero or more characters at the middle or end of your search.
Use a question mark (?) to find items that match only one character at the middle or end of your search.

You can also Clone the provided views to create a customized list view. Find more information on list views here: Salesforce - List View Walkthrough

Queues

A Queue is used to assign a record to a group of Users. Cases are assigned to a Queue when we know which team will be responsible for resolving the Case.

Digital Learning

Queue	Notes
Tier 1 Support	*Assign all requests to Digital Learning to this Queue—we will route to the correct team from there!
IT/Tech Support
Systems & Data

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
Operations	No Queue email - all members are notified
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

When we need to open a Case on behalf of a user, create a new Case in Salesforce:

1) Navigate to Case object

2) Click ‘New’

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

This will assign you as the Case Owner in one click!

If you see the Accept button at the top of a list view, you can select one or more cases and click Accept to assign you as the Case owner for all of them.

Change Owner

Change Owner from List View

Select the arrow menu on the record you want to Change Owner

Change Owner Button

Navigate to a Case record (click on the Case Number hyperlink)
Click the Change Owner button in the top right

Select the User or Queue to assign ownership

Check box to send an email notification to new Case Owner.

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Find more information about the Activity Feed and Chatter here: Salesforce - Activity and Chatter

Case Emails (Threading)

Close a Case

[Merge a Case]