Faculty Support help articles provide step-by-step guidance on handling faculty support requests as Salesforce cases. These resources cover creating and merging cases, case automations, and task templates.
Landing page for faculty support in Salesforce. Links to Faculty Support Cases and to the Task Templates used to create repeatable Tasks on those Cases.
How Salesforce Cases are used for faculty support: Email-to-Case intake from the DFR, Area Affairs and Grad Research Programs EGAs, queue and predefined-case-team assignment by Type, the permission sets that grant object and record access, and how to use Tasks, Topics, email reassignment and mass close.
You can update the File Type and Follow a File related to a case.
How to upload documents to a Faculty Support Case and view them from the Case record.
How to merge duplicate Cases in Salesforce. Merging cannot be undone.
How to keep calendar responses, out-of-office replies and bounce-backs out of your EGA inbox with an Outlook rule, so they stop creating Salesforce Cases.
You can create Task Templates and Task Template Items that you can use to create and assign Tasks to Cases without needing to recreate each Task individually. Following the below steps, you can create reusable Task Templates that can be assigned to Cases and automatically create Tasks for the Case.