Recent Updates
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Updated on: May 31, 2019
How do I make a mass update to cases in the classic Field Admin Console?
The Mass Update button allows you to update up to 200 cases at once in Service Cloud. Through this update, you can assign ownership (via the Transfer To field), set the status and Canvas Component fields, and add comments.
Macros can also be applied to individual cases.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I use macros in the classic Field Admin Console?
Macros allow users to make a set of changes to a case with the single push of a button. These changes include transferring a case to a specific user, case status, Canvas Component Affected, Canvas Component Issue, and case comments. Macros can be used to make changes to a single case or make mass case updates in Service Cloud. You can create, edit, clone, and delete macros.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I mark a case as solved in the classic Field Admin Console?
Once a Service Cloud case has been completed, it can be marked as solved. Once it is marked as solved, it will appear under the Solved Cases tab in the Service Cloud home page.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I share a post on a case in the classic Field Admin Console?
Posts can be made on individual cases to share information on case progress. Your post will appear in the feed of anyone following you or the case where the post was created. Any user with sharing rights will see your post on the case page, search results, and your profile.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I escalate a case to Canvas Support in the classic Field Admin Console?
If necessary, you may be able to escalate a case to the Canvas support team.
Note: Before escalating a case, try troubleshooting the issue or searching for the answer yourself. Try using the community forums or Canvas Guides.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I transfer a case to another field admin in the classic Field Admin Console?
If you have more than one Service Cloud user at your organization, you can assign cases to other Field Admins.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I create a new case in the classic Field Admin Console?
You can create new cases in Service Cloud from the home page.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I view cases in the classic Field Admin Console?
As a field admin, you can read a case and view the status in Service Cloud. By default, the Service Cloud home page displays a list of new or open cases requiring your attention. You can also search for existing cases.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I view a report in the classic Field Admin Console?
Service Cloud reports allow you to view statistics pertaining to your institution including Canvas components reported by users, case creation, case escalation, case status, and requester role. Report information can be adjusted by related categories and time frame.
Note: Currently, Field Admins can only view existing reports. If you would like to create a one-time custom report that is not included in the list, contact your Customer Success Manager to learn if this is possible.
Manual Canvas Admin Guide -
Updated on: May 31, 2019
How do I access the Dashboard in the classic Field Admin Console?
The Service Cloud dashboard provides a quick view of graphs for the default Service Cloud reports: Tickets Created By Month, Tickets By Origin, and Canvas Component Affected.
Manual Canvas Admin Guide
