askUSC Employee Training
In March 2025, the Offices of Admission, Financial Aid, and Academic Records & Registrar began using Salesforce Case & Knowledge as the platform for askUSC. There are three training recordings required for new user access which provide an understanding of how to navigate Salesforce and ensure consistent use of the many features available.
Required Training Recordings
Upon completion of your training, please submit the askUSC Training Attestation found at the end of this webpage.
01 – Intro to Salesforce (40 min.)
Learn Basic Salesforce Navigation and Terminology for askUSC.
02 – Case Management Part 1 (50 min.)
How Case are Created | Finding and Gathering | Using Knowledge Articles | Case Security
03 – Case Management Part 2 (50 min.)
Processing Cases | Assigning, Logging Calls, and Adding Notes | Incoming and Outgoing Emails | Sending to Outside Departments | Templates and Quick Text
Supplemental Training Recordings
Upon completion of your supplementary training, please submit the askUSC Training Attestation Form found at the end of this webpage. Once completed, your supervisor will be notified and can request your Salesforce Access.
04 – Knowledge Article Management (40 min.)
Knowledge Article Lifecycle | Article Authoring | Article Publishing | Edit Published Article | Periodic Review | Archiving and Deleting | Knowledge Feedback
05 – Case Management for Managers (60 min.)
Manager Reports & Dashboards | Manager Permissions: Folder Sharing, Quick Text, Email Templates, Adding Special Instructions | Escalations
06 – Reports and Dashboards for Managers (45 min.)
Home Page Dashboard | Other Dashboards | Finding Reports | Creating Reports | Saving Reports
Additional Training Resources
Quick Reference Guides and Snippets
askUSC Training Attestation Form
Upon completing the Required and Supplemental Trainings, you may submit the attestation form to inform your supervisor who will request access on your behalf.