Submitting a Salesforce Case to RCTLE through the Worldwide Support Center

The purpose of Salesforce is to track trends and issues in a consistent system across the university. This enables us to best serve our students and provide data to ERAU leadership.In addition to training, pre-, during, and post-term support for faculty, RCTLE also supports the student experience by reviewing student feedback regarding a course or instructor and providing any necessary coaching through the Worldwide Support Center.

Submitting a Case
Case Types FAQs

RCTLE and Salesforce

The Rothwell Center for Teaching and Learning Excellence (RCTLE) is reflected in Salesforce by college support teams (RCTLE COA, RCTLE COAS, RCTLE COB).

RCTLE can check for:

  • Consistent grading across all students and consistent adherence to late policy.
  • Thorough and quality feedback on assignments via DocViewer, rubrics, and assignment comments sections to help guide students’ understanding of why points were lost (or awarded).
  • Timely feedback (instructors have 7 days from the due date of the assignment to grade, unless the student has submitted late, in which case, it may take longer due to the student submitting late).
  • Engagement in discussions and responding within 48 hours to student inquiries.
  • Failure of a faculty member to meet FAC-10 requirements.

RCTLE does not:

  • Try to sway or intervene on items that are up to the instructor's discretion.
  • Get involved with judgement calls or plagiarism questions/contests from the student.
  • Require an instructor to provide an overall Incomplete grade (extension of 30 days)
  • Approve additional time beyond the 30-day Incomplete.
  • Resolve technical issues including third-party integrations. The student should submit an IT ticket for any technology issues experienced in a course.

Before Submitting a Salesforce Case

Verify the student contacted the instructor first. RCTLE team involvement requires evidence that the student expressed their concern to the instructor. Instructors have 48 hours to respond to students.

Determine if the student’s concern should be addressed as a Salesforce case, a grievance, a grade appeal, an IT ticket, or as outreach to the instructor. Only submit a case to RCTLE if the desired outcome requires RCTLE intervention.

  • If the student’s concern is related to the instructor’s knowledge of content, a formal grievance is recommended so that a content expert from the college can review the course.

Ask the student to review relating course policies (provided in the syllabus and on the bio and policies page in Canvas. Before submitting, make sure that the instructor’s policies do not resolve the student’s issue.

Submitting a Salesforce Case

Please make sure to include all of the following when submitting a case:

  • Complete all sections of the case details including the student’s name, instructor name, course and section, term, and description.
  • What is the chief complaint? This can also help determine which Type from the dropdown menu.
  • What is the student’s desired outcome?
  • Include any relevant communications or screen shots as attachments. Specific assignments and/or areas in the course are preferred.
  • Confirmation that the student has attempted to resolve the issue with the instructor.

Instructions below can be used to submit a ticket to RCTLE for Worldwide courses:

  1. Visit The Worldwide Support Center page in ERNIE
  2. Complete and submit the case
    • Select Campus = Worldwide; Campus Location = Online Campus
    • Be sure to include any relevant attachments and communications, as well as a description of the concern including a desired outcome
  3. Once submitted, an email notification will be sent indicating the case has been received
    • Note: Selecting the link in the email will return an error due to the Platform license limitation
  4. Upon closure, an email notification will be sent indicating that the case has been closed
    • Note: Selecting the link in the email will return an error due to the Platform license limitation

If additional information needs to be added to the case, reply to either of the email notifications with information and/or attachments.

General Guidelines for Advisors/Campus

Anonymity: In many cases (not all), RCTLE may be limited in their ability to resolve an issue between a student and an instructor if the student wishes to be anonymous. In some instances, for example, if there are clear "public" areas in the course where it is clear that an instructor is not responding, then we could possibly address the instructor without using students' specific names. Also if there are trends where feedback is minimal across all students, RCTLE can address this trend with the faculty member.

If a student is "demanding" to speak to someone (especially the College) or "demanding" to submit a formal grievance, the Advisor should not submit a Salesforce case. Instead, the Advisor should escalate this issue to the Advising Leadership team.

Communication about Cases

The RCTLE team uses the “Comments” feature in Salesforce to send emails about cases. Please be sure to check emails about active cases, as RCTLE Team members may be asking for more info and it will come from a “noreply” email address.

communications-email

Case Types Table

Case Types Common Concerns When to Submit via Salesforce Potential Outcomes
Advisors – Canvas Course Issues
  • Student claims rubrics are not clear or points are not distributed correctly.
  • Textbook issue/question about edition.
  • Broken links in course.
  • The student has contacted the instructor but did not get a resolution about clarifying the course design issue. In this case, submit as an Instructor Communication/Feedback Issue.
  • Remind students to complete End-of-Course survey.
  • RCTLE cannot do much here to facilitate other than help direct broken links or textbook questions to the course monitor.
EagleVision/ Zoom
  • Instructor rescheduled a class without properly notifying students. 
  • Student isn’t happy with instructor's use of EagleVision time.
  • Instructor is not "teaching" and only showing videos.
  • Instructor is not "teaching" and only showing videos.
  • Instructor is not clearly communicating class schedule changes to the class.
  • RCTLE can reach out to the instructor to resolve scheduling communication issues.
  • RCTLE can notify College to review the content the instructor is showing and close ticket (outcome will not be shared with Advisor/Campus).
  • Remind students to complete End-of-Course survey.
Advisors – Grading Question or Data Entry Error
  • Student feels they are being graded "unfairly".
  • Student feels the instructor is not being clear as to why points are being deducted.
  • Student wants a "re-grading" if possible.
  • Student has very specific assignment examples to support the concerns.
  • Student wants additional feedback that the instructor did not provide or respond to the student when asked for more information.
  • Student believes there is a clear calculation or typing error with a grade in their FINAL GRADE, AFTER THE TERM HAS ENDED and instructor has not responded within 72 hours of student’s email.
  • RCTLE can contact instructor with coaching email if grade feedback does not meet standards. Advisor notifies student the concerns have been shared with the instructor.
  • Advisor will not receive information about coaching and general statement can be shared with student.
  • RCTLE cannot ask the instructor to “re-grade” assignments.
Advisors – Instructor Communication/Feedback
  • I emailed my instructor x number of days ago but have not received a response.
  • My instructor isn't clearly answering my email or question about my assignment.
  • Student has contacted instructor via Canvas Inbox, ERAU email, Online Office discussion, or in Canvas Assignment Comments and the instructor has not responded within 72 hours.
  • RCTLE will reach out to instructor to assist with getting the student’s specific questions answered. Case will be closed after RCTLE contacts the instructor.
  • RCTLE may have to escalate to College if instructor has been absent in course beyond 7 days with no response to RCTLE. In this case, RCTLE notifies Advisor that this has been escalated to College and closes case.
Advisors – Turnitin
  • Student is not happy with feedback from an instructor regarding their similarity score and/or student claims to have submitted a Turnitin assignment and it didn't work.
  • If the issue turns into an instructor communication issue (for example, the instructor did not clearly tell the student what is wrong with their citations), then treat this as an Advisor – Instructor Communication/Feedback Issue.
  • Often, Turnitin issues are closely related to a plagiarism case and therefore cannot be resolved by the RCTLE.
  • If students are requesting re-grading or trying to contest plagiarism via their Advisor, notify student of Academic Integrity policy cited in the course for the student to follow and close the ticket.
  • If technical issue, student should contact eLS.
Student Information Request
  • Access Report needed for student to support Late Drop/Withdraw.
  • Submit to Academic Technology team in Salesforce, not RCTLE.
  • RCTLE does not provide Access Reports.
  • Academic Technology will provide copy of report needed.
ERAU Support