This page contains written and video documentation about using Salesforce/CRM. These resources are currently geared toward Procurement's use of the system, but anyone is welcome to use or reference them!
Outlook Rules and New Users
How to setup new CRM users and what those new users should setup prior to responding to cases.
- Request CRM Access: Request CRM access or update a shared List View.
- New Employee Checklist: Everything you need to setup as a new Procurement employee using CRM for the first time.
- Create Outlook rule to Funnel CRM Notifications: Create a rule in your personal Outlook account to collect group notifications from Salesforce.
- Create List Views: Create a list view in CRM that displays open cases assigned to you that require action.
- Update your Email Signature: Create an email signature in CRM that will automatically apply to every message you send.
Working CRM Cases
Select the appropriate guide below to see an overview of how your group works cases in CRM, including case follow up.
- Accounts Payable Guide: Procedures for AP staff on how to review new cases and follow up on existing ones.
- Purchasing Guide: Procedures for Purchasing and Card Services staff on how to review new cases and follow up on existing ones.
- Supplier Data Management Guide: Procedures for SDM staff on how to review new cases and follow up on existing ones.
- Support Form Fields: A FireForm which displays Support Form options by CRM unit. Visit this page when you need to reclassify a case in CRM.
The documents below target specific case types or situations.
- Manually Create a Contact: Create a contact in CRM if one does not already exist. Most commonly used when working with supplier contacts.
- Manually Create a Case: Create a case in CRM to capture service provided via phone or another method.
- Reassign a Case to Another User: How to create a task when reassigning a case so the new assignee is notified that they need to act.
- BUY.IU Comments: Identify cases generated by BUY.IU Comments and how to resolve them.
- Forwarding Emails to CRM: How to forward a case from your personal Outlook inbox to CRM and create a case.
- Reassign a Case to Another Queue: Steps necessary to assign a case to another CRM unit.
- IU Finance CRM Queues: List of IU Finance departments and their CRM business units/queues.
Documents for Management
Guides for processes most likely completed by management.
- Create and Share Email Templates: Create email templates to capture pat responses and share them with your CRM unit.