Salesforce

Salesforce Login

URL: https://universitysystemofgeorgiaecampus.my.salesforce.com/

Username: For most, your ecampus.usg.edu email address

Password: Use Forgot Your Password?

Assistance with login: Email Kelly Okoro (kokoro@ecampus.usg.edu)

Find Your Open Cases

Navigate to the Student Outreach app
- If not automatically there, click on the waffle icon and search "Student Outreach"
Access the Cases tab
Make sure you are on the My Open Cases list
- If you accepted the call cycle calendar invite, cases will be preassigned to you. If you declined or did not respond to the call cycle calendar invite, your cases will be assigned to your Team's Queue for your team members to call when they are done with their cases.

SF_Access Student Outreach App.mp4

Calling in Salesforce

Select the subject line to view a case
Header Card: Student Information
Detail Card: Additional Information including other cases
- We recommend that you switch to the Open Cases tab so that you are only looking at cases that need to be called.
Activity Card:
- Feed: Click Add or Create new to update the Status and Sub-status and add any internal comments
- Call Script (NEW Location): Voicemail templates and talking points
Close the parent tab to go back to your My Cases List and select the next case

What do I do when I've called all My Open Cases?

Once you've called all of the students in your My Open cases list, change your list to your team's queue (Ex: Curriculum & Instruction). This list will have unclaimed cases that need to be called.

Select the checkbox next to the cases you want to claim (pay attention to LMS Username, so you don't split up students), and select "Accept" to claim those cases as your own. This will make you the owner and move those cases to your My Open Cases list. To call the cases, switch back to your My Open Cases list and begin calling. (You should never call from your Team Queue.)

Using Email Templates in Salesforce

What do I do if I need assistance with a case?

Option 1: Email or Chat your E&A member through Microsoft Teams.

Student Affairs → Katie Shoemake
Academic & Strategic Initiatives → Chelsea Duncan
Academic Affairs → Nikki Henderson
Fiscal & Administrative Affairs → Chelsea Duncan

You can find a list of the teams and members here.

Option 2: Reassign the case to the Needs Assistance Team Queue (slower response time):

Add your notes in the internal comments section of the Activity Card, but change the status to Working (instead of closed).
Change the owner to the Needs Assistance Queue
- Select 'Change Owner'
- Change the drop down from 'Users' to 'Queues'
- Type in 'Needs Assistance'
- To avoid confusion, you may want to send all related cases to the Needs Assistance Queue. To do that, go to the Open Cases section of the Details Card and select the check box next to each case before selecting Change Owner.
A member of the E&A team will review the case and provide you with additional details. We will tag you in the comment (you will get an email notification) and reassign the case back to you.
- In most cases, the SST member will then have enough information to call the student back and close the case like normal. If it's a situation where someone else needs to call the student, we will reassign the original case back to you and create a separate case for the E&A member to work from (we'll let you know in the tagged comment).

Student Call Backs

To find someone who has called you back,

Use the top search bar to search for what you know (Phone Number, Name, LMS Username, etc.) and hit enter
View the results that open in the new tab
Once you have the right student, select "Cases" to view their cases.
Select the subject line of the one you want to update (pay attention to the owner and the Date/Time Closed columns to make sure you have the right one)
In the Activity Card, select Add under the Feed tab to update the status and add any additional notes.

SF_Find a Student.mp4

For additional ways to search students, please view the video above.

Marketing Cloud Email Results on the Contact Record

If we've emailed the student through Marketing Cloud, you'll be able to see those emails by looking for 'Individual Email Results' under the 'Related' tab on the student's contact record

We welcome your feedback! If you have any suggestions/comments about call cycles in Salesforce, please use the google form below to submit them to the E&A team for consideration.

https://forms.gle/JZeD4Q7d9SRSxPLH9

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