Canvas GuidesCanvas Admin Guide Support InformationWhat options can be customized for field admins in Service Cloud?

What options can be customized for field admins in Service Cloud?

Service Cloud allows some options to be customized for the Field Admin role including user type, case routing, and notifications. However, these options are not currently visible to Field Admins.

This lesson shows what customization options in each area look like when they are enabled in Service Cloud. If you are interested in enabling an option or have additional questions, please contact your Customer Success Manager (CSM) or submit a Service Cloud help request.

User Type Options

User type options define specific options for users within a Service Cloud account. Learn more about Service Cloud case roles.

Active User

Active User

The Active option designates the Field Admin has access to the Field Admin Interface.

Dedicated Field Admin

Dedicated Field Admin

The Dedicated option designates the dedicated Field Admin for the account.

Note: There should only be one dedicated Field Admin for each account.

Exempt From Routing

Exempt From Routing

The Exempt From Routing option removes a Field Admin from being considered from both Case Owner and Case Contact roles.

Role Based Routing

Role Based Routing

The Role Based Routing option has two values: Student and Faculty. These values are used with the By User Role routing option under the Multiple Field Admin Assignment setting.

Case Routing Options

Case routing options can be adjusted to determine how cases are routed to Field Admins.

Always Escalate FA Cases

Always Escalate FA Cases

The Always Escalate FA Cases option escalates cases created by a Field Admin directly to the Instructure Support Team.

Note: This option is checked by default.

Case Routing

Case Routing

The Case Routing option can be set to Default [1] or Single Canvas by Sub-Account [2].

The Default option assigns all non–tier 1 cases according to the Multiple Field Admin Assignment selection. At least one active Field Admin must be associated with the account.

The Single Canvas by Sub-Account option is for Canvas instances with multiple support teams. This option requires at least one active Field Admin per support team and Support Settings records for every Canvas sub-account.

Note: The Single Canvas by Sub-Account option is not available for all accounts. Contact your CSM for more information on availability for your institution.

Language for Support

Language for Support

The Language for Support option designates which support language team will receive case escalations. If no value is set, the default is English.

Multiple Field Admin Assignment

Multiple Field Admin Assignment

The Multiple Field Admin Assignment option has four choices: None, Dedicated, Round Robin, and By User Role.

Note: If the Multiple Field Admin Assignment is set to None, the default method will be Round Robin.

Dedicated

Dedicated

The Dedicated option routes each case to the assigned dedicated Field Admin for the account.

Round Robin

Round Robin

The Round Robin option rotates through all available Field Admins and assign cases to the Admin that has gone the longest without being assigned a case.

By User Role

By User Role

The By User Role option allows for Round Robin style routing to two different groups of Field Admins, Faculty, and Student. At least one admin must be declared available for each role. A Field Admin may be listed under both roles.

Notification Options

The notification options define which notifications are sent and who will receive them through a case's life cycle.

Auto-Response Opt-Outs

Auto-Response Opt-Outs

The Auto-Response Opt-Outs option controls Notifications for case creation and idle response.

Case Comment Notification Opt-Outs

Case Comment Notification Opt-Outs

The Case Comment Notification Opt-Outs option controls which members of a case receive notifications when a new comment is added to a case.

Solved Opt-Outs

Solved Opt-Outs

The Solved Opt-Outs option controls notifications when the case is marked as solved.

Case Survey Opt-Out

Case Survey Opt-Out

The Case Survey Opt-Out option controls whether a survey is sent after a case is marked solved.