We kicked off the project with a requirements gathering phase where we determined case workflow as well as a notification and survey process. Based on the design, we connected Student Health’s shared mailbox to redirect email and phone voicemails to create specific types of cases with file attachments. We created templates and quick text within Salesforce that Student Health support staff could utilize for faster, more consistent communication back to the user. We also developed a branded survey that maps user responses back to the case record in Salesforce.
These cases are routed back to a contact record in Salesforce which allows Student Health to track case history on an individual as well as any related cases from a family member or guardian. Salesforce ultimately serves as one-stop shop for Student Health where they can manage cases in a single location and streamline communication with their internal team as well as external constituents.
Student Health Case Management
UVA Student Health worked with CACS to implement a case management solution in Salesforce to track and manage inquiries for their health insurance hard-waiver program.
Case Management Dashboard