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Automate Case Creation and Assignment
Use Education Cloud flow templates to automate case creation and resolution, and to assign support staff to students.
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Education Cloud |
| User Permissions Needed | |
|---|---|
| To automate case creation and assignment: | Education Cloud Full Access |
Educational institutions provide support to learners in many areas, including financial aid, academic advising, and disability services. Automating processes helps your institution to make sure that learners get the support they need in a more timely manner. Use the flow templates in Education Cloud to automate cases and the assignment of success teams to learners.
- Education Cloud Flow Templates
Education Cloud gives you flow templates that you can customize to create and resolve cases based on specific criteria, and assign support staff to students. - Before You Begin: Create a Support Process and Case Teams
Before you use these flows, create a support process and a case record type to manage your support cases. - Use Flows to Create Cases and Assign Success Teams
Education Cloud provides flow templates that you can customize for managing cases and assigning success teams.
Education Cloud Flow Templates
Education Cloud gives you flow templates that you can customize to create and resolve cases based on specific criteria, and assign support staff to students.
| Flow | What it Does |
|---|---|
| EDU Cloud: Assign Case Team for Failed Course Offering Participant | Assigns a success team to a student if they fail a class. |
| EDU Cloud: Assign Case Team for Learner Program Major Enrollment | Assigns an advisor and advising team to a learner when the learner declares a major. The flow removes the assignments if the learner abandons their major. |
| EDU Cloud: Assign Case Team Members for Academic Term GPA | Assigns an academic probation advisor to a learner when their GPA falls below 2.5. The flow removes the assignment if the learner improves their GPA to above 2.5 for the next academic term. |
| EDU Cloud: Assign Case Team to Student Athlete | Assigns a learner to an academic support team that specializes in student athletes. |
| EDU Cloud: Assign Case Teams for Veterans and International Students | Assigns a learner to an academic support team that specializes in military veterans or international students. |
| EDU Cloud: Close Case for Canceled or Denied Application | Automatically closes an open application case if the application is canceled or denied. |
| EDU Cloud: Close Related Cases for Term | Creates a case when a learner enrolls in an academic term. |
| EDU Cloud: Combine Case Team Collections Without Record Duplications | Prevents duplication of case teams. |
| EDU Cloud: Create Grade Alert | Creates an alert if a learner's grade falls below a C. The flow also creates a task for the case team member if a learner has a failing grade. |
| EDU Cloud: Create Related Case for New Individual Application | Creates a case when a person submits a new application. |
Before You Begin: Create a Support Process and Case Teams
Before you use these flows, create a support process and a case record type to manage your support cases.
Create a Support Process
Be sure to build a process for handling your support cases. For instructions, see Create a Process for Managing Support Cases in Trailhead.
Create a Case Record Type
For your support process, create a record type on the case object that's related to the support that you're providing. For instructions, see Create Record Types in Trailhead.
Create Case Team Roles
Each person on a case team has a specific role. Create case team roles for people who support your cases, such as Admissions Advisor and Financial Advisor.
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From Setup, in the Quick Find box, enter Case Team, and then select Case Team Roles.
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Click New.
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Enter the name for the new member role.
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Select the case access that you want the role to have.
- Save your changes.
Create Predefined Case Teams
After you create their roles, create predefined case teams for specific groups or teams that support students in your institution. You can create a predefined team to support international applicants, another team for specific colleges, or separate teams for each academic level.
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From Setup, in the Quick Find box, enter Case Team, and then select Predefined Case Teams.
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Click New.
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Enter a team name. For example, Undergraduate Application.
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Add team members and select their member roles.
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Save your changes.
Use Flows to Create Cases and Assign Success Teams
Education Cloud provides flow templates that you can customize for managing cases and assigning success teams.
Educational institutions have many people and teams who help learners with different aspects of their journey. However you organize your support staff, you can make sure that the individual cases reach the right teams.
Because they're templates, you must make a copy of the flows that you want to customize. To make a copy of a flow:
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From Setup, in the Quick Find box, enter Flows, and then select Flows.
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Choose an EDU Cloud flow.
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Click Save As.
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Enter a label, API name, and optional description for your flow.
After you make a copy of the flow, you must perform additional setup tasks and activate the flow.
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