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.
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.
- For a general question about a course or instructor, please email our team rather than open a case (COA: rctlecoa@erau.edu, COAS: rctlecoas@erau.edu, COB: rctlecob@erau.edu.
- 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:
- Visit The Worldwide Support Center page in ERNIE
- 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
- 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
- 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.

Case Types | Common Concerns | When to Submit via Salesforce | Potential Outcomes |
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Advisors – Canvas Course Issues |
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EagleVision/ Zoom |
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Advisors – Grading Question or Data Entry Error |
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Advisors – Instructor Communication/Feedback |
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Advisors – Turnitin |
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Student Information Request |
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