Enterprise Salesforce Service
Larger institutions tend to have more complex processes, making it difficult for students to communicate with the university in a timely, efficient manner.
Salesforce’s Case Management tool allows ASU staff and faculty to answer students’ questions faster and more productively, activating an effective way to support student success.
Salesforce Case Management is a cloud-based system that allows faculty and staff to better manage communication to and from current and prospective students and ASU’s other constituents.
Get to know these features so you can maximize Salesforce Case Management to the best of your ability.
Manager reviews a case report to identify how many inquiries were created around specific categories in the last month to better understand students’ needs and how to staff them.
Department templates are a quick way to respond to frequently asked questions, populate an email signature or create an entire email message.
Select a quick text message from a selection box, and Salesforce will insert the text into an email for you.
Create a Macro to populate an email template, send it and close a case… all in one click!
Salesforce Case Management can help faculty and staff in their everyday work because it:
Follow these steps to complete training and gain access to Salesforce Case Management:
Fill out this form to request individual user access.
Complete the FERPA and Salesforce Case Management training to access the Service console and Chatter.
Wait 2-3 business days for a Data Trustee to approve the role.
An email will notify you upon approval and access to Salesforce.
Year Salesforce Case Management was introduced to support ASU students.
ASU units that use Salesforce to manage their service requests.
ASU staff and student workers actively using Case Management in enterprise Salesforce.
Student inquiries, issues or service requests in the ASU enterprise Salesforce account.
*According to data retrieved from ASU’s enterprise Salesforce org in June 2025.
An email should be received once approved for Salesforce Case Management If it has been more than three business days since the request and you have not received the email, please verify:
There are two Salesforce Case Management entrance points:
Reach out to the SSI Salesforce team if you’re interested in catalyzing student engagement in your unit with a consultation or have questions about any of the Salesforce products.
Liz Ford
Business Analyst Associate
Carolyn Fox
Business Analyst Senior
Aaron Garriss
Director
Crystal Gustavson Miller
Director
John Kozel
Assistant Director
Stephen Treadwell
Business Analyst
David Whitaker
Director