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.