Course Overview: This self-paced online course teaches CED Administrative Assistants how to create a public complaint record and perform case intake in Salesforce, so that complaints submitted to the DMV can be recorded as a complaints case and managed to resolution.
Learning Objectives:
On completion of this course, you will be able to:
- Identify navigation tools for your Salesforce Homepage and Case Record view
- Create a new complaint case record in Salesforce from a public complaint
- Input and verify case information to accurately categorize it for assignment
- Execute basic actions associated with case management including; task creation, email correspondence, hearing requests, logging time, and upload of related files
Note:
- The instructional videos included in this course do not include audio.
- There are short knowledge checks located throughout the course.
- The course concludes with a course evaluation survey.
Estimated Time to Completion: 3 hours
How to Enroll: Learners can self-enroll.
Course Overview: This course gives an overview of the recent enhancements and improvements to the Salesforce CED Case Management System.
Note:
- The course concludes with a course evaluation survey.
Estimated Time to Completion: Less than 30 minutes
How to Enroll: Learners can self-enroll.
Course Overview: This self-paced online course serves as an introduction to the DMV Compliance Enforcement Division (CED) complaint submission process.
Learning Objectives:
On completion of this course, you will be able to:
- Define types of complaints and requests reported to and investigated by CED
- Identify how those complaints may be submitted through Salesforce
- Describe types of users that may submit complaints and requests, such as the public or DMV staff
Note:
- The videos included in this course do not include audio.
- There is a short knowledge check at the end of the course.
- The course concludes with a course evaluation survey.
Estimated Time to Completion: 20 minutes
How to Enroll: Learners can self-enroll.
Course Overview: This self-paced online course teaches CED Supervisors how to oversee and contribute to the Case Management process in Salesforce, so that complaints are effectively recorded, monitored and managed to resolution.
Learning Objectives:
On completion of this course, you will be able to:
- Understand the end-to-end process for case management in the new Salesforce platform, including approvals
- Create and assign digital case records for complaint investigation and resolution
- Manage a complaint to resolution using applicable case management workflows including correspondence, sanctions, and payments
- Execute actions associated with a case resolution, including case narratives, attachments, investigation updates, case time logs
- Close a case
Note:
- The instructional videos included in this course do not include audio.
- There are short knowledge checks located throughout the course.
- The course concludes with a course evaluation survey.
Estimated Time to Completion: 3 hours
How to Enroll: Learners can self-enroll.
Course Overview: This self-paced online course teaches CED Investigators how to create and manage Case Records in Salesforce, so that complaints can be recorded as a case and managed to resolution.
Learning Objectives:
On completion of this course, you will be able to:
- Understand the end-to-end process for case management in the new Salesforce platform
- Create and assign digital case records for complaint investigation and resolution
- Manage a complaint to resolution using applicable case management workflows including correspondence, sanctions, and payments
- Execute actions associated with a case resolution, including case narratives, attachments, investigation updates, case time logs
- Submit a case for completion or closure approval
Note:
- The instructional videos included in this course do not include audio.
- There are short knowledge checks located throughout the course.
- The course concludes with a course evaluation survey.
Estimated Time to Completion: 3 hours
How to Enroll: Learners can self-enroll.
Course Overview: This course teaches CED users how to access various CED reports and navigate dashboards available in Salesforce.
Learning Objectives:
On completion of this course, you will be able to:
- Access various reports and navigate within available corresponding reporting folders
- Run CED-specific available reports
- Create and save new reports
- Run history reports on an individual, on a business, and on a vehicle
- Understand reporting dashboards available within Salesforce
This course includes instructional theory and hands-on practice activities performed in a Salesforce training environment. It will take about 30m complete this course.
Note:
- The instructional videos provided in this course do not include audio.
- There are short knowledge checks located throughout the course.
- The course concludes with a course evaluation survey.
Estimated Time to Completion: Less than 1 hour
How to Enroll: Learners can self-enroll.