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.
RCTLE and Salesforce
Please note that Faculty Quality Management (FQM) has combined with the Rothwell Center for Teaching and Learning Excellence (RCTLE). This update is now reflected in Salesforce (WW RCTLE COA, WW RCTLE COAS, WW 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 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 to RCTLE
- Verify the student contacted the instructor first. The RCTLE team involvement requires evidence the student expressed 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 the RCTLE if the desired outcome requires the RCTLE intervention
- If the student’s concern is related to the instructor’s knowledge of content, a formal grievance is recommended, so 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 Instructor Bio and Policies page in Canvas. Before submitting, make certain the instructor’s policies do not resolve the student’s issue
Submitting A Salesforce Case to RCTLE
The instructions below can be used to submit a ticket to the RCTLE for Worldwide courses: Visit The Worldwide Support Center page in ERNIE.
- Complete and submit the case
- Select Campus = Worldwide; Campus Location = Online Campus, Department = the RCTLE
- Select the appropriate topic and type
- Be sure to include any relevant attachments and communications, as well as a description of the concern including the desired outcome
- Before submitting your case, please review the content of this page to ensure your ticket includes all information necessary for a prompt resolution
- 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
If additional information needs to be added to the case, reply to either of the email notifications with information and/or attachments. This action will reopen the case.
- Mandatory fields are:
- Student Name
- For anonymity concerns, check the box “Student wish to remain anonymous?”
- Student name is required
- In the message field add information to clarify students wishes
- It is important to understand the limitations when selecting to remain anonymous
Use of Salesforce by your RCTLE Team
- Your the RCTLE Team solves cases by reviewing chief complaints
- Your the RCTLE Team interprets data available in Canvas
- Email communications not regularly monitored; only retrieved for verification purposes
- Important to see the steps students have taken
- Have they spoken to their instructors?
- Have they allowed 48 hours for a reply if an email was sent?
- Remain objective with the information presented
- Escalate through college leadership as necessary
- Formal grievances are filed through Student Affairs
- At the end of term, grade dispute process needs to be followed per POM
General Guidelines for Advisors/Campus
- In many cases (not all), the 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, the 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 the 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|
|Advisors – Canvas Course Issues||The student expresses concern with the textbook, grading rubric(s), or broken link(s) in the 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 the End-of-Course survey. The RCTLE will escalate the case to the appropriate area.|
|EagleVision / Zoom||The instructor rescheduled a class without properly notifying students. If a student isn’t happy with the instructor’s use of EagleVision time. The instructor is not “teaching” and only showing videos.||The instructor is not clearly communicating class schedule changes to the class.||The RCTLE can reach out to the instructor to resolve scheduling communication issues. The RCTLE can notify College to review the content the instructor is showing and close the ticket (outcome will not be shared with Advisor/Campus). Remind students to complete the End-of-Course survey.|
|Advisors – Grading Question or Data Entry Error||The student feels they are being graded “unfairly”.The student feels the instructor not being clear as to why points are being deducted. The student wants a “re-grading” if possible.||The student has very specific assignment examples to support the concerns. The student wants additional feedback that the instructor did not provide or respond to the student when asked for more information. The student believes there is a clear calculation or typing error with a grade in their FINAL GRADE AFTER THE TERM HAS ENDED and the instructor has not responded within 72 hours of the student’s email.||RCTLE can contact the instructor with a 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 students. The RCTLE cannot ask the instructor to “re-grade” assignments.|
|Advisors – Instructor Communication / Feedback||The student messaged the instructor but has not received a response within the 48-hour requirement. My instructor isn’t answering my email or question about my assignment.||The student has contacted the instructor via Canvas Inbox, ERAU email, Online Office discussion, or in Canvas Assignment Comments, and the instructor has not responded within 48 hours.||The RCTLE will reach out to the instructor to assist with getting the student’s specific questions answered. The case will be closed after RCTLE contacts the instructor. RCTLE may have to escalate to College if the instructor has been absent from the course beyond 7 days with no response to the RCTLE. In this case, the RCTLE notifies Advisor that this has been escalated to College and closes the case.|
|Advisors – Turnitin||The student is unhappy with the instructor’s grade based on the Similarity Score from Turnitin.||If the expresses a concern with the instructor’s communication, treat this as an Advisor – Instructor Communication / Feedback Issue.||Often, Turnitin issues are closely related to a plagiarism case and cannot be resolved by the RCTLE. If students are requesting re-grading or contesting plagiarism the Advisor should notify the student of the Academic Integrity policy cited in the course. If a technical issue, the student should contact eLS.|
|Student Information Request||Access Report needed for the student to support Late Drop/Withdraw.||Submit to Academic Technology team in Salesforce, not RCTLE.||The RCTLE does not provide Access Reports. Academic Technology will provide a copy of the report needed.|
Best Practices in Salesforce
- Conversations with students:
- What is the desired outcome?
- What resolution is the student seeking? (e.g., general complaint versus action-oriented complaint)
- Apply university policy and procedure
- Communication with students should be paraphrased, not quoted
- Provide supporting documentation
The mission of the Rothwell Center for Teaching and Learning Excellence is to empower faculty members in their pursuit of professional growth through diverse offerings for the universal goal of student success.
Resources for supporting students including career guidance, writing, APA, and EAGLET.