Page 1 - How do I Manage Cases in SalesForce
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Salesforce Hot Sheet
How do I Manage Cases in Salesforce?
Overview
This guide assumes that you are starting in the “Support Console” view. The two views of the case are the
“Feed” view and the “Details” view – Both views offer the same functionality. This guide uses examples from
the feed view.
The student request path is:
1. Students navigate to https://Finance.emory.edu/sfdc to submit their request.
2. Business & Administration triage team reviews request and assigns it to the appropriate Campus Life
queue through SalesForce.
3. Campus Services reviews SalesForce queue and manage the case using the steps on this job aid.
Navigation
Support Console
Login to SalesForce using https://eufinancesupportcenter.lightning.force.com/lightning/page/home
Do not login from the Finance SalesForce end user platform.
Use the Support Console to access tickets assigned to you or your queues.
1
1. Click the Salesforce App Launcher icon.
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Emory Confidential and Proprietary Last Revised on 3/16/2020 Visit www.emory.edu for latest version
