You can use a variety of tools for sending messages to a group. We have outlined solutions, rated them for effort required, and have identified key considerations.
Get answers about Salesforce, a constituent relationship management (CRM) system used at the University of Minnesota, from customers, partners experts, and official documentation.
Get answers about Salesforce, a constituent relationship management (CRM) system used at the University of Minnesota, from customers, partners experts, and official documentation.
The WorkflowGen Consortium includes users of WorkflowGen at the University of Minnesota. It provides administrative oversight and user experience insight.
Global fields are available to all categories and case types in CXM and should be used when applicable. Category-specific fields can be created upon request.
CXM Forms are the logical grouping of fields available to XFP at the time of creating and editing a case.
Form Types
Case Types have two default forms that are already created for you.
A status allows you to give end-users a quick indication of where the case stands at any particular moment and what step the case may be waiting for. A case can be in only one status at a given point in time.
A status allows you to give end-users a quick indication of where the case stands at any particular moment and what step the case may be waiting for. Statuses are informational and categorical.
To carry XFP data forward into subsequent forms, you need to identify what XFP data needs to be stored in CXM. The data from your XFP fields goes into a corresponding CXM field.
CLI (R) - Class Validation (PS)
Description: Allows an end user to see how many times a student has taken a specific course and if they are allowed to take it again based on the student s in
SF Direct Deposit Status (PS)
Description: Displays the student financials direct deposit status of the currently logged in student. Returns a result of Active or Not Active .
SR - Career/Campus Selector (PS)
Description: Allows a user to select a career/campus from a list of all of the currently logged in user s active career/campus combinations.
SR - Dropped Enrollment (PS)
Description: Allows a currently logged in user to select a course from a list of courses that they are currently enrolled in.
UMN - Address - Mailing (PS)
Description: Displays the mailing address for the currently logged in user. If there is no mailing address, the field will be empty.
USERV - Active Position Lookup (PAN)
Description: Allows a user to search for a position that is in the PAN database by selecting any combination of department, job code, and position id.
USERV - D - Position Detail - Craft (PAN)
Description: Displays the craft of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - Crew (PAN)
Description: Displays the crew of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - Job Code (PAN)
Description: Displays the job code of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - Site (PAN)
Description: Displays the site of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - Supervisor (PAN)
Description: Displays the supervisor of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - UM Title (PAN)
Description: Displays the um title of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - Union (PAN)
Description: Displays the union of the currently selected position. If the position doesn t exist, the field will be empty.
USERV - D - Position Detail - Warehouse (PAN)
Description: Displays the warehouse of the currently selected position. If the position doesn t exist, the field will be empty.
UMN - ADM - FICE Code
Description: Allows a user to lookup a school's FICE code using the Peoplesoft external organization ID.
Source System: Peoplesoft
UMN - Flag - SR - Degree Checkout Status
Description: Allows a user to lookup the logged in end user's degree checkout status.
Source System: Peoplesoft
UMN - Flag - SR - User Has Active Career
Description: Determines if the logged in end user has an active career based on the career and campus selected by the form builder.
UMN - Perceptive Index - Full Name
Description: Pulls the logged in user's full name from Peoplesoft and trims it to 39 characters. This is intended to be used as a Perceptive index.
UMN - Perceptive Index - Trim Value
Description: Pass in a value and it will be trimmed down to 39 characters. This is intended to be used as a Perceptive index.
This checklist should be completed prior to submitting a request to have your form moved to production. It is intended to guide you through the list of items on your form that will be checked and will help prevent a d
When you create an Action Template, you will be prompted to choose a Template Type. Some of the listed Template Types are unavailable in our implementation of Jadu Forms, as shown in the list below the screenshot.
If you don't already have the form open, begin by finding your form in the form list and click on the title to open the form.From the Pages tab, click Add Page.
To test your form, you will need to make it live.
On the Publish tab, slide the Live toggle to the right to make the form live, or to the left to take the form offline.
Creating a PDF
Your initial form can be created using a variety of tools, after which you can use Adobe Acrobat DC to make it a fillable PDF form.The software you can use to create a PDF include
Step 1: Gain Familiarity with XFP and Build a Form
In order to begin working with CXM (workflow), you must be familiar with some basic XFP functionality. This includes:
This article is meant to be used for training purposes. You can find your own forms and practice filling them out so that you know what your end user will experience when filling out the form.
Approvers will receive a TeamDynamix email with a link to the approval needed. This article is for those people who have the general technician role within TeamDynamix group and supervisor approvals.
There may be times when you need to give partial approval of access or service to a Requestor. Depending on the situation, use one of these methods to communicate partial approval:
This article gives an overview of what you are looking at when you click on the title or ticket ID number of a Request ticket in the Awaiting my Approvals section of TDNext.
You can use the TDX Client Portal to view your tickets. By default, you will see all your new, in process, or on hold tickets but you can choose to view tickets of other statuses as well.
In the article:
This article covers how to create and update an asset record. Standard Operating Procedures (SOP) for asset creation and updates are also provided. This article covers the follow topics:
Category corresponds to the names of the old ServiceNow Knowledge Bases and categories. Unlike in ServiceNow, anyone can put knowledge articles in any category in TDX.
When resolving a ticket, you should identify the knowledge you used to resolve the issue. If no article currently exists in our Knowledge Base, you should create one as a part of the resolution process.
Technicians can edit an article owned by them or by their Group until it has been submitted for approval. Once submitted only those people with an editor role will be able to edit your article.
Anyone with a technician role in TDX can leave Feedback on an article and can see all the Feedback left on any article. Feedback helps us keep our Knowledge Base up to date and relevant.
You can quickly create a table of contents (or other in-page links) by associating anchors to selected headings (or text) and then linking to those anchors.
You can help our users help themselves by providing them with links to knowledge articles published to the [email protected] website ( it.umn.edu) or wherever your department publishes its knowledge base articles for the public.
Anyone can create a new Knowledge Base article and submit it for approval by an editor.
Before someone submits an article, they should have reviewed it for technical accuracy first.
Create a Major Incident when any large scale outage occurs or when an outage impacts a large number of people. Work the Major Incident until the outage is resolved or a workaround is in place.
The focus of working through a Major Incident is to find a permanent fix for what is broken or a viable workaround that will allow affected users to continue working.
The purpose of a Problem ticket is to manage the analysis process for either what happened during a Major Incident ticket or for analysis of recurring incidents that seem to be related.
Two actions commonly taken when working a problem ticket are assigning tasks and providing status updates for technicians. This article covers updating technicians on the status of a Problem.
After a user has already filled out a Service Request form, they may call in to see the status of the request. This article walks through the steps to do that without making a ticket.
Service Request forms are housed in the Client Portal area of TDX. These forms are also available to users throughout the public-facing website of the group or department that they are associated with.
During the lifecycle of a ticket, there may be additional stakeholders who need updates as work progresses. Adding them as Contacts to the ticket allows a technician to notify them when updating the ticket.
Ticket Tasks can be created for all ticket classifications (Incident, Request, Major Incident, etc.). Ticket Tasks are used to assign a specific job to another Responsible Group.
You can create a ticket template to apply when filling out a ticket. Any field values you set in the template will auto-populate those same fields in the ticket saving time.
A Desktop in TDX is a display area that users can edit. It contains reports, lists of assignments, tickets, and other valuable information. Desktops cannot be shared.
There are several ways to search for tickets in TeamDynamix. Each ticket, no matter what ticket classification it is, receives its own ticket identification number. This article covers the following searches:
There are five ticket classification forms that technicians will use in the U of M Tickets application. Each form has fields tailored to the specific type of ticket it addresses.
Once a Ticket Task has been created, the Responsible technician can then begin to work the task. The ticket from which the Ticket Task was generated continues to be owned by the ticket's original Responsible Group.
As you work within TeamDynamix, you will see the language Parent and Child. This article explains what that terminology means and how it works for our processes and procedures.
Sometimes a user's name will not easily be found in the Requestor field. Use this article if you cannot find the name or internet ID of the person requesting help.
In this article:
A/B testing is a method of market testing in which you send two versions (Condition A and Condition B) of your communication to two test audiences from your subscriber list.
A guide from the Federal Trade Commission (FTC) concerning the CAN-SPAM Act, which sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have you stop ema
Grouper has two branches for WorkflowGen, CDEV and PRD. It is important that the structure between the two branches is identical for process that need to moved into production.
This vendor-supplied help article details the steps required to create a new data extension for storing subscriber data within Salesforce Marketing Cloud.
This vendor-supplied help article explains how to create templates using the either the Template Editor or the Content Builder in Salesforce Marketing Cloud.
A template controls the banner, background color, borders, and layout of an email. You can use the same template as the basis of multiple emails. It contains your brand and the layout of information.
Requirements for Perceptive Content 7.2Perceptive ExperienceSupported Browsers:Microsoft Internet Explorer 11Microsoft EdgeMozilla Firefox (Microsoft Windows OS)
This vendor-supplied help article details the steps required to import new subscriber data into an existing data extension within Salesforce Marketing Cloud.
A full account of all the legal requirements and policy guidelines for mass email sent from users of Salesforce Marketing Cloud at the University of Minnesota. The document is owned by University Relations.
The data extension details section is where you can view statistics about the data extension and change properties of the data extension.To access data extension properties, follow these steps:
This site, maintained by University Relations (URelations), provides requirements and guidelines surrounding the use of color and type/typography at the University of Minnesota.
This site, maintained by University Relations (URelations), provides downloadable files containing offical University of Minnesota logos, wordmarks ("Driven to Discover"), seals, and other official branding elements s
Maintained by University Relations (URelations), this site contains guidelines for using the official UMN Branded Template in Salesforce Marketing Cloud, as well as the raw HTML code for use in any HTML email authorin
University Relation's web page on University of Minnesota web standards, and usability and accessibility related to the Univesity of Minnesota web templates.
This site, maintained by University Relations (URelations), provides downloadable images for social networking services such as Facebook, Twitter, LinkedIn, and Google+; as well as common icons for RSS feeds and
The Document Management team can provide reports to you, using the Business Insights tool, about Perceptive Content security, documents, users, and queues.
Note: Most of these guides are from an older version of the software. You may notice a few minor differences, but generally they still are accurate for the version we are using.
Web: Perceptive Experience, the web based instance of Perceptive Content, allows you to take advantage of most of the functionality of the desktop client via a web browser, so wherever you are, on cam
This page presents conceptual information and references about creating personalized content in an email. Personalization is content that is specific to an individual customer or client.
A 1min 33s video covering the topic of what happens when a student clicks on the chat button and fills out the form (only name and email are required), how the agent is notified of inc
A Salesforce article outlining how to update settings for the Stay-in-Touch functionality that allows you to request updated contact information from customers and users.
A 1min 34s video covering the topics of how a student can save the transcript of the chat to their computer and how either the student or Agent can end the chat.
A 1min 17s video covering the topics of how to select the Live Agent App, change your status to Online, and how the webpage looks when Agent is Online and when Agent is Offline. The video also notes that you
A Salesforce article with instructions on how to send a Stay-in-Touch contact information update request to a Salesforce Contact from the Contact record.
A Salesforce article with instructions on how to send a mass Stay-in-Touch request to multiple Contacts at one time to request updated contact information.
This document provides conceptual and procedural information about the reporting functionality available in the Salesforce Marketing Cloud. Reports provide you aggregated information about your subscribers, sends, and
New Imaging ProcessFor a new imaging process, click the link below to access the Document Imaging Interest Indicator form. Complete the form and click the Submit button at the bottom.
A Salesforce article that tells you how to follow records so you can see updates in your Chatter feed, including field changes, posts, tasks, and comments on records.
A 2min 31s video showing how to use Salesforce Chatter to create posts, polls, and bookmarks to collaborate effectively with your coworkers in Chatter.
How-to article from Salesforce describing how to reply to Chatter Email Notifications and outlines for what to put in certain types of responses you may want to use to complete actions within Salesforce with your emai
How-to article from Salesforce describing how to reply to Chatter Email Notifications and outlines for what to put in certain types of responses you may want to use to complete actions within Salesforce with your emai
An article from Salesforce about Report Fields. The Fields pane displays fields from the selected report type, organized by folder. It also lists custom summary formulas, which you can cr
An article from Salesforce about Report Fields. The Fields pane displays fields from the selected report type, organized by folder. It also lists custom summary formulas, which you can cr
The University of Minnesota Marketing Cloud Users Google Group is a systemwide resource for anyone using Salesforce Marketing Cloud (SMC) at the University of Minnesota.
This screen-capture video walkthrough by Honey VanDerVenter will illustrate how to send a mass email message from Salesforce Marketing Cloud when you need to import subscriber data from a spreadsheet document (E
This screen-capture video walkthrough by Honey VanDerVenter will illustrate how to send a mass email message from Salesforce Marketing Cloud when utilizing Donor Management System (DMS) data extensions from the Univer
This screen-capture video walkthrough by Honey VanDerVenter will illustrate how to send a mass email message from Salesforce Marketing Cloud to a UMN internal LISTSERV mailing list.
Send Preview is a rendering of an email as it will be sent to a recipient. After the initial preview, you can proceed through the rest of the recipients on the list to see the preview for each.
This vendor-supplied help article details the various tabs and functionality of the Tracking Workspace.The tracking workspace contains the follow tabs:
This Word document contains a walkthrough of the steps required to access Donor Management System (DMS) data queries from the University of Minnesota Foundation (UMF).
The University of Minnesota's official privacy statement. This page is a required link in the footer of any mass email that is sent from the University to an external audience.
The UMN Mass Email informal Community of Practice (or iCoP) is a Google Group that promotes the needs of communicators around the University of Minnesota.
The validate functionality checks your email message for common issues that could prevent your email from being sent. Run validate on your email and make corrections before starting any sending process.
Follow these well-established — but frequently ignored — user experience (UX) design guidelines to ensure users can successfully complete your website forms.
This self-help guide takes you through the process of creating a form, setting up the page elements (such as text fields, drop downs check boxes) and the corresponding properties, and managing the submitted form
Salesforce Marketing Cloud (SMC) is the enterprise-supported tool for sending mass email communications to both internal and external audiences at the University.