Salesforce
Salesforce is a cloud-based customer relationship management (CRM) system used by teams across the University. We predominantly use Salesforce to manage service processes, though the system is flexible enough to support a range of activities.
Key features
- Case management: track work and support requests raised with your team. We have connected a number of mailboxes to Salesforce, emails to these mailboxes will either create a new case or update an existing case in Salesforce.
- Knowledge management: share information internally and externally. This allows staff and students to self-serve for specific user instructions and information.
- Live chat: embed chat functionality on web pages, link chats to our students or staff and create follow-up support cases all in one platform.
- Reports and dashboards: the service has a native reporting capability - if you can see the data in Salesforce, you can report on it.
- Customisation and automation: a customisable platform with several built-in automation tools - meaning we can create and deliver a range of processes on a single shared platform.
Read our enquiry management overview on the University wiki (login required) to learn more about using Salesforce to manage enquires.
Access instructions
- Log in with your York username and password. Duo two-factor authentication is required.
- If you want to know more about Salesforce, or think you have a use case that you’d like to explore, you can register your interest.
Available to staff (restrictions apply)
Authorised users can use this service on University-managed devices.
Web-based
This service works in your web browser.
Funded by the University
There isn’t a cost to you for standard use.
Access instructions
- Log in with your York username and password. Duo two-factor authentication is required.
- If you want to know more about Salesforce, or think you have a use case that you’d like to explore, you can register your interest.
Related tools
Guides and help
How-to guides and set up
Guidance is available to staff on the University wiki (login required):
- Getting started with Salesforce
- Using cases
- Using email templates
- Using reporting
- Using list views
- Troubleshooting Salesforce
Accessibility
- View accessibility reports from Salesforce (salesforce.com)
Contact for support
If you have a question, would like to raise an issue or request a change, please complete our Salesforce support request form.
Service commitments
The following policies apply to all IT services provided by the University.
Availability
- This is a live service, available 24/7.
- Check the status of this service and any planned maintenance.
- Three times a year Salesforce pushes updates to the system. During a five minute release window users cannot access Salesforce, the release window is always over a weekend and happens between 12 midnight and 2am UK time.
Support
- This service is managed by IT Services.
- Support is available during our opening hours.
We are responsible for for configuring the system as well as monitoring, identifying and fixing faults.
Standards
- Our service performance and standards have been produced in consultation with our customers, and we monitor the delivery, performance and availability of facilities and services.
- We aim to respond to all cases within three working days and then send a further update with next steps in a further two working days.
We appreciate feedback as it helps us review and continually improve our service.
Page last reviewed: 9 September 2024