Salesforce Life Cycle

Update Case

Case is picked up

CDS Case is Resolved

CDS Case is opened

Access course

Salesforce CDS Case Life Cycle

Click to review each section of a Salesforce CDS case from start to finish

Salesforce

Course Development & Support

The CDS queue is used for maintenance and support cases including but not limited to:

• Course Copy requests
• Format Test Banks/Build Assessments
• Accessibility Remediation
• [Limited] Course Quality Audits

Case is picked up

Slack Channel: #team-cds

• Cases are self-assigned by reacting with a "heavy check mark," which notifies the rest of the team that the case is being worked on.
• DSR must then self-assign the case to themselves in Salesforce which changes the status to Assigned
• Check the Slack Channel #team-cds daily for new case assignments

Access Course

Temporary Access

• For live or future courses: use TempAccess (24 hour access) to self-enroll into the course.
• For non-term associated (NTA) courses (like HQ/QM shells) or past courses: The Design Support Coordinator or the IDA will enroll the DSR.

Update Case

Use Chatter to communicate

• If necessary, tag ID (contact name) with questions.
• Follow up with active cases to ensure timely turnaround time.

Resolve Case

Tag ID in Chatter

• Update the ID that the work has been completed .
• Be specific as possible including what work has been done,and location of files (if relevant).
• Change the Case Status from Assigned to Resolved.