General Information about cases

Overview

A case is an individual ticket that from part of a overall ticketing system. Cases can be created from multiple points including but not limited to:

  • Email
  • Users
  • Web Forms
  • Salesforce Automation

The case management system acts as a central point for a staff member to manage their work that is arriving from multiple sources while leveraging the core Salesforce functionality including linking which allows you to associate any given case (ticket) with individuals, organisations and other Salesforce objects.

By keeping all the information about a case centralised it allows multiple people to work on the same issue if needed, maintaining a history track of the issue and any notes, emails comments or other actions added by staff. It also allows us to view in a simple way the communications history with any specific client.

It eliminates the need to go looking for historical emails in any particular inbox and reduces the rick of multiple completing the same case significantly.  

Further to this we can leverage email and other communications templates from within Salesforce to standardise communications with clients.

This works in conjunction with Omnichannel which manages workloads and offers cases from a queue. See more here: How Omnichannel works

Types of Cases

Different record types in any object are created for a few specific reasons

  1. A general layout for standard use
  2. A type may require more specific information that is essential for specific types of cases but would otherwise show information that is not required for an otherwise general case.
  3. We need to change what fields are and are not available, or pick lists need to have different options available, or we need to make certain fields required (or fields that are not required)

Below we have a list of all currently available case types:

New Case | Salesforce - Google Chrome

A: Enquiry

Enquiry is the general case format, almost all cases will be formatted using this record type. Unless you have a specific reason not too - always make a case with the enquiry type.

B: Finance

A finance Case is automatically created to help deal with credit memo's when the request is approved.

C: Student Support Services

Student support cases are created by the system when a student has completed the enrollment form and indicates that they will have some support need that we are made aware of.