Faculty Support 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.

Salesforce Cases are used for faculty support.

• Case Creation
• Case Assignment/Ownership
• Permissions
• Utilize Tasks to Manage Action Items
• Assign Topics to Cases
• Reassign Email to Another Case Record
• Mass Close Cases from List View

Case Creation

Faculty Support: Cases are created through Email-to-Case from the dfr@business.cornell.edu and scjohnsonquestions@cornell.edu EGAs, and controlled by the DFR Cases permission set.

Area Affairs: cases are created through Email-to-Case from the acsupport@business.cornell.edu EGA and is controlled by the Area Affairs Cases permission set.

Grad Research Programs: cases are created through Email-to-Case from the dyson-ms-phd@business.cornell.edu, jcb-phd@business.cornell.edu, scjohnson-ms-phd@business.cornell.edu EGAs and is controlled by the Grad Research Programs permission set.

Case Assignment/Ownership

Faculty Support Cases are assigned initially to the Travel and Procurement Owners Queue.

Area Affairs Cases are assigned initially to the Area Affairs All Queue.

Cases are then assigned by Type, as defined in the Faculty Support Cases Case Assignment Rule.

• The cases are reassigned to a Queue based on Type, unless it is reassigned to an individual user.
• Predefined Case Teams are also assigned based on Type, which provides the users in the Case Teams access to the records.
• Users and other Case Teams can be manually added to the Case from the Related tab.

Permissions

Object Permissions:

• The Cases tab is only available in the Faculty Support and Faculty Support Console apps, and only through the DFR Cases/Area Affairs/MOU Cases permission set (object, FLS).
• The DFR Delete Cases/Area Affairs/MOU Delete Cases permission set must be assigned to end users if they need to delete cases.  Permission to assign the delete permission set must be granted by a user from the DFR All Access predefined case team or Area Affairs Full Access predefined case team.

Record Permissions:

• Case record permissions are defined by the predefined case teams (read/write, assigned by type in the Case Assignment Rules)
• Users must be assigned to the correct Case Queue and Predefined Case Team to get access to the appropriate Cases.
• (Area Affairs Only): Area Affairs users must be assigned to the Area Affairs Task Queue as well, to get access to Task assignments to the Area Affairs team.

Utilize Tasks to Manage Action Items

Tasks are to-do lists that are related to Salesforce records that allows you to manage action items in Salesforce.

• Tasks can be added to any record in Salesforce.

• Tasks can be assigned to another team member or yourself.

• Task due dates are set and users can control their own Task reminder settings in Salesforce.

• Enter notes and set Priority levels.

• Update the Status to track completion, and easily mark as Complete or set follow-up tasks.

• Use Task Templates and Task Template Items to easily create the same Tasks for various Cases.

Assign Topics to Cases

Topics allow you to group records across various objects into a single, reportable location.

You can use the report type Topic Assignments.  You will find sample Topic reports in your department Case folder.

Reassign Email to Another Case Record

Mass Close Cases from List View

You can mass close cases from a list view using the Close Case button.