Service Indicators and Holds in Salesforce



Project is 0% complete, starting on Mon 7/25/22 and ending on Fri 9/9/22.

On Hold [On Hold]

0% complete, updated on Mon 8/14/23 11:17 AM by Wendy Bentley

Changed Status from New to On Hold.
Changed Health from None - No health has been set to On Hold.
Putting this project on hold, pending resource and functional user capacity.


Mon 7/25/22 - Fri 9/9/22
Office of the Registrar
Chico State 360 CRM (Salesforce) / Chico State 360 CRM - Other Support
IT Projects / DoIT Project
On Hold
Mon 7/25/22 12:31 PM
Mon 8/14/23 11:17 AM

Project Costs

Is funding already secured for this request?
Funding is not necessary

Project Details

Project Champion
Person who voluntarily takes special interest in the adoption, implementation, and success of the project. They will help enforce the project solution with internal resources and promote it across campus.
Divisional VP Support
Does your divisional VP support this request?
What would a successful solution look like?
What outcome will you have at the conclusion of this project? If this proposal is one of a multi-phase project, please explain your plans, goals, and timelines for subsequent phases.
A successful solution would include an expansion of the service indicators that are fed into CS 360 and a near real time feed of the service indicators for students. This would allow automatic communications to be generated to students based on their service indicators and holds in PS/CS 360.
Is this project mandated or required?
No mandate or hard requirement driving this request
What is the reason for the project being completed by the deadline?
Describe the business requirement or reason for the project deadline.
It would be ideal to have this project completed by 12/22/22 in preparation for Spring 2023 Orientation.

Project Impact

How will you measure the impact of this project?
What are some metrics or KPIs that will be used to measure success? Think about the five metrics to measure: quality, quantity, timeliness, cost, and customer satisfaction.
Measure the efficacy of the communications plans developed using the service indicators to determine the effectiveness of timely and targeted communications to push students to resolve holds. Review the time required to develop and send communication campaigns utilizing current methods versus the new methods developed in Salesforce.
What are the consequences of not doing this project?
For example: direct significant negative consequences to the University, unable to conduct basic services; failure to resolve customer complaints or requests; loss of opportunity for improved service delivery or efficiency. Please explain.
Developing targeted and timely communications is time consuming and often involves a number of people to develop reports, run them, create the campaigns and send them out. A reduction in the time required for this process or automating it completely will free up resources to do other higher impact interactions with students that support student success. This will also increase student awareness of barriers to registration. If this is not completed, those barriers remain in place and harms student progress towards their degree.
How many employees will be impacted by this change?
Select the size of the employee population that will be impacted by this request.
How many students will be impacted by this change?
Select the size of the student population that will be impacted by this request.

Project Resources & Effort

What resources will this project require?
Identify the department and/or individuals that might need to work on this project and the level of effort required (minimal, moderate, extensive/substantial).
Dell Boomi API development by the CO
Boomi integration with Salesforce - Customer Engagement Team and Integrations and Development Team
REGS - *Rich Carrillo, Michael Dills-Allen, Michelle Holmes, Charlene Armitage
AAP - Kaitlyn Baumgartner-Lee
ONSP - Shawn Ryan

*Employee with time constraints due to demand.
Complexity of Implementation
What is the complexity of the project?
Moderate (multiple interfaces/impacts/dependencies)
What is the solution type?
The solution type translates to the level of impact on IT staffing and technology maintenance. Based on consultation with your IT representative, pick the best fit for your proposed solution.
New features in an existing system, moderate breadth/depth


Students and advisors have a hard time knowing when and what holds are applied to a student's record. It'd be great to have automatic communications be generated based on when holds are applied and removed. Without these service indicators and holds in CS 360 and automatic communications being sent to students, we're missing out on improved services and increased student satisfaction due to confusion with holds.



Stakeholders (5)

Charlene Armitage
Assistant Registrar
Responsible, Consulted, Informed
Involved with data validation.
Mon 2/28/22 2:43 PM
Kaitlyn Baumgartner Lee
Consulted, Informed
Implementation affects her department.
Mon 2/28/22 2:42 PM
Michelle Holmes
Responsible, Consulted, Informed
Involved with data validation.
Mon 2/28/22 2:43 PM
Rich Carrillo
Responsible, Consulted, Informed
Involved with data validation.
Mon 2/28/22 2:43 PM
Shawn Ryan
Accountable, Consulted
Vested interest in adding specific service indicators and holds into Salesforce.
Wed 2/23/22 4:45 PM