Salesforce Case Support

Salesforce is our CRM and Event Management tool. What is a CRM? CRM stands for Customer Relationship Management. It is a database used to track and store contact info, accounts, donation opportunities, etc. This will allow us to effectively manage and analyze customer interactions and data as well as implement an event management solution that fully integrates with other core ACS systems and meets business needs. 

If you have questions or need assistance with any of the reference forms/case types, email us at PlatformManagement@cancer.org.  

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Salesforce Case Types with Case Reasons and Uses 

• Case Record Type: Cancer Information / Case Reason: Cancer Information or Clinical Trials or General Prevention/Screening Information or Tobacco or Other 
  • Case Type/Reason is used when constituents contact NCIC to request information related to a cancer diagnosis, clinical trials, prevention, or tobacco. 
• Case Record Type: Cancer Information / Case Reason: General Nurse Team Inquiry 
  • Case Type/Reason is used when constituents contact NCIC to request information related to a cancer diagnosis that needs to be routed to an Oncology Nurse. The Case is created by a Cancer Information Specialist and routed to the Nurse queue. 
• Case Record Type: HIAS / Case Reason: HIAS 
  • Case Type/Reason is used when constituents contact NCIC to request information related to health insurance options. 
• Case Record Type: Lodging / Case Reason: Lodging – General  
  • Case Type/Reason is used when constituents request assistance with lodging during treatment. 
• Case Record Type: Patient Programs / Case Reason: ACS Support Group / Case Sub-Reason: Reach to Recovery 
  • Case Type/Reason is used when constituents request breast cancer support through Reach to Recovery. 
• Case Record Type: Transportation / Case Reason: Transportation – Air or Transportation – Ground  
  • Case Type/Reason is used when constituents request transportation assistance related to access to care. 
• Case Record Type: General Information / Case Reason: General Information 
  • Case Type/Reason is used when constituents request information that does not fall into any other categories. 
• Case Record Type: General Information / Case Reason: Material Request 
  • Case Type/Reason is used when constituents contact NCIC to request materials be mailed, but the quantities are greater than NCIC can fill. The case is routed to the local office. 
• Case Record Type: General Information / Case Reason: Speaker Request 
  • Case Type/Reason is used when constituents contact NCIC to request a speaker to attend a local event. 
• Case Record Type: Customer Experience / Case Reason: --- 
  • Case Type/Reason is used when constituents have feedback regarding the Society. These cases are routed to the Customer Experience team. 
• Case Record Type: Income & Events / Case Reason: ---
  • Case Type/Reason is used when constituents have a question or issue related to a donation or event. It may be closed by NCIC, or it may be routed to Finance or field staff to complete. 
• Case Record Type: Volunteer / Case Reason: --- 
  • Case Type/Reason is used when constituents are interested in volunteering with the Society, or have a question regarding volunteering. 
• Case Record Type: Other / Case Reason: Account/Contact Merge Review 
  • Case Type/Reason is used when staff identify potential duplicate accounts or contacts within SF and want the records combined. 
• Case Record Type: Communication Profile Request / Case Reason: --- 
  • Case Type/Reason is used when constituents indicate a preference for how ACS can communicate. 

Non-Event Salesforce Request 

• Non-Event Blackbaud Campaign Form: This form is ONLY used for requests that go through Laura Donmoyer. 

Additional Information & Resources 

• Salesforce FAQ  
• Salesforce Quick Reference Guide 
• Salesforce Training – Trainings are assigned based upon your job role. If you’d like to see a complete list of trainings, visit Society Pathways and search “Salesforce”