Welcome
OPFS Salesforce
General Guidance & Platform Usage
Using Salesforce effectively across OPFS services
What this guide IS
  • Salesforce fundamentals & navigation
  • Productivity tips & shortcuts
  • Activities, tasks & reminders
  • Dashboards, reports & list views
  • Personal settings & platform usage
What this guide is NOT
  • A Family Support workflow guide
  • A referral allocation walkthrough
  • A manager oversight guide
  • A safeguarding procedure document

👉 Use this guide alongside existing operational guides. For Family Support stage-by-stage guidance, refer to the OPFS Family Support Officer guide.

Purpose
Purpose of this guide
Salesforce is OPFS's central platform for recording work, activities, outcomes and reporting. This guide helps every OPFS user get the most from it — day to day.
What this guide covers
  • Navigating Salesforce confidently
  • Recording activities and work
  • Using list views, reports & dashboards
  • Managing your personal settings
  • Getting more from the platform
What to use other guides for
  • Family Support stage-by-stage workflows
  • Referral processing & allocation
  • Manager oversight responsibilities
  • Detailed safeguarding procedures

💡 Salesforce is the record of OPFS work. Accurate, timely recording supports families, colleagues, and organisational reporting.
Overview
Salesforce at OPFS
Salesforce connects the key pieces of information about every person and piece of work at OPFS. Everything links together — so what you record matters.
Contacts
Individual people — family members, professionals, and others linked to cases.
Cases
The central record for each family or piece of work. Everything links here.
Activities
Calls, visits, emails, tasks and notes — your operational history of work.
Files
Documents uploaded and linked to records — forms, assessments, evidence.
Reports
Filtered data views — open cases, outcomes, worker activity, and more.
Dashboards
Visual summaries of Salesforce data — at a glance, for teams and managers.

Salesforce is the record of OPFS work. Everything you do, record, and report flows through these connected objects.
Navigation
Navigating Salesforce
Everything you need is within reach. Here's how to find your way around quickly and confidently.
App Launcher
The nine-dot grid icon (top left). Use it to switch between Salesforce apps and find tools.
Navigation Bar
The dropdown at the top of every page — Home, Cases, Contacts, Reports, Dashboards and more.
Global Search
The search bar at the very top. Type a name, case number, or keyword to find anything instantly.
Recent Items
See the last records you opened — great for jumping back to active work quickly.
Utility Bar
Shortcuts and quick-access tools pinned at the bottom of the screen.

💡 Practical tips: Pin your most-used tabs so they're always visible. Use Global Search first — it's faster than browsing. Check Recent Items to jump back to active cases.
Navigation
Productivity features
Small habits save time every day. These features are built into Salesforce — you just need to start using them.
Favourites
Star any record, list view, or report. Access it instantly from the Favourites dropdown in the nav bar.
Pinned tabs
Right-click any nav bar tab and pin it so it's always visible — no more searching for it.
Multi-tab working
Open Salesforce records in separate browser tabs to work across multiple cases without losing your place.
Display density
Switch between Compact and Comfortable views in your settings to show more or less information on screen.
Keyboard shortcuts
Press ? anywhere in Salesforce to see available keyboard shortcuts — saves clicks on frequent actions.

✅ Small habits that save time every day. You don't need to learn all of these at once — pick one and start there.
List Views
Understanding list views
List views are filtered lists of records — like Cases, Contacts or Tasks — shown in a table. They're one of the most powerful tools for managing your workload.
What list views are
A saved filter that shows a specific set of records matching criteria you define. You can switch between them instantly from any tab.
Why they matter
Instead of scrolling through everything, list views show only what's relevant to you — your cases, your tasks, your reviews.
Example OPFS list views
My Open Cases
Cases currently assigned to you that are active.
Cases Awaiting Review
Cases approaching or past their review date.
Recent Referrals
New referrals received in the last 30 days.
Overdue Activities
Tasks and follow-ups that are past their due date.
List Views
Private vs public list views
When you create a list view, you choose who can see it. Understanding the difference protects shared workspaces and keeps things tidy for everyone.
Private list views
Visible only to you — the person who created it. Use for personal filters and workload management that's specific to your role.
Naming tip: Start with MY – so it's clear it's yours.
Example: MY – Cases Due This Week
Public list views
Shared with your wider team or all users. Use for team-level views that others will genuinely benefit from.
Naming tips:
  • Start with TEAM – for team-shared views
  • Start with OFFICE – for office-wide views
Example: TEAM – Open Cases by Stage

⚠️ Avoid creating duplicate public list views. Before creating a new public view, check whether one already exists. Duplicates clutter the shared space and cause confusion for everyone.
List Views
Using list views effectively
List views are more powerful than they look. Here's how to get the most from them.
Filtering
Click the filter icon to add or change criteria — by owner, status, date, or any field.
Editing columns
Use the column settings icon to add, remove, or reorder the fields displayed in your view.
Searching within a view
Use the search bar in the list view to quickly find a specific record within your current filter.
Inline editing
Double-click a field in the list to edit it directly — without opening the full record.
Pinning & cloning
Pin a list view so it loads by default. Clone an existing view to create a similar one without starting from scratch.
Kanban view
Switch to Kanban to see records as cards grouped by stage — great for a visual overview of workload.

💡 List views remember your settings. Set them up once, and they're ready every time you return.
Activities
Activities in Salesforce
Activities create the operational history of your work. Every interaction — logged, dated, and linked to the right record — builds a complete picture.
Calls
Log every phone contact — successful or not. Record the date, outcome, and any agreed actions.
Emails
Log emails sent or received in connection with a case or contact record.
Tasks
Actions to complete — follow-ups, referrals, reminders. Assign a due date and owner.
Visits
Record home or community visits — who was present, what was discussed, what was agreed.
Events
Meetings, appointments, or planned sessions. Appear in your calendar and on the record.
Reminders
Set reminders on tasks to prompt you at the right time — so nothing falls through the cracks.

⚠️ If it happened, record it. Activities are not optional — they are the evidence of your work.
Activities
Tasks vs Events
Tasks and Events are both types of activity in Salesforce — but they serve different purposes. Knowing when to use each keeps your records clean and your workload manageable.
Tasks
Things to complete — with a due date and an owner. They appear in your task list until marked done.
  • Follow-up call to a family
  • Send a referral to a partner service
  • Complete a form or record a field
  • Reminder to check in after two weeks
  • Action from a supervision meeting
Events
Things that happen at a set time — meetings, visits, and appointments. They appear in your calendar.
  • Home visit to a family
  • Team meeting or supervision
  • Review appointment
  • Community group session
  • Multi-agency meeting

💡 Use Tasks for "I need to do this." Use Events for "This is happening at this time." Both should be linked to the relevant Case or Contact record.
Activities
Using tasks & reminders
Tasks are your personal to-do list inside Salesforce. Used consistently, they keep you on top of your workload — and give your manager visibility of outstanding actions.
01
Create a task
From any Case or Contact record, click New Task in the Activity section. Give it a clear subject.
02
Assign it
Tasks default to you, but can be assigned to a colleague. Useful for handovers or shared actions.
03
Set a due date
Always add a due date. This ensures the task appears in the right place and can be tracked.
04
Set a reminder
Choose a reminder time and Salesforce will prompt you — on screen or via notification.
05
Mark complete
Once done, mark the task as complete. It moves off your open list and stays on the record as history.

💡 Managers may monitor open tasks as part of regular case oversight. Keeping your tasks up to date helps your manager support you effectively.
Activities
Email integration & Outlook
Salesforce can connect with Outlook to keep your email history in one place. This makes it easier to maintain complete records without double-handling.
Logging Outlook emails
Use the Salesforce for Outlook or Einstein Activity Capture integration to log emails directly from your inbox to a Salesforce record.
Linking emails to records
When logging an email, link it to the relevant Case or Contact so it appears in that record's activity history.
Email history visibility
Once linked, emails appear in the Activity section of the record — visible to anyone with access to that case.
Sending from Salesforce
You can send emails directly from within a Case or Contact record — they're logged automatically.

⚠️ Troubleshooting: If emails aren't syncing — check your Outlook connection in Settings. For missing emails, try logging manually. For persistent issues, contact your Salesforce admin.
Dashboards
Dashboards explained
Dashboards are visual summaries of Salesforce data — charts, counts, and tables that give you an at-a-glance view of what's happening across your work or your team.
What dashboards show
  • Open cases by stage or worker
  • Reviews due or overdue
  • Financial gains recorded
  • Cases by stage or status
  • Outcomes tracking over time
Dashboards vs Reports
  • Dashboards — visual, high-level, at a glance. Great for a quick overview.
  • Reports — detailed, filterable, row-by-row data. Great for digging into specifics.
  • Dashboards are built from reports.

💡 Dashboards refresh automatically. You can also click Refresh to pull the latest data at any time.
Dashboards
Private vs public dashboards
Like list views, dashboards can be private (just for you) or shared with your team. Knowing the difference keeps reporting clean and consistent.
Private dashboards
Visible only to you. Useful for personal operational visibility — your own cases, your own tasks, your own workload.
Use these to monitor your personal performance without affecting shared reporting spaces.
Name them clearly: Start with MY –
Public (shared) dashboards
Visible to your team or the whole organisation. Used for team reporting, manager oversight, and organisational monitoring.
Only create public dashboards if the view is genuinely useful to others.
Naming conventions:
  • TEAM – for team-level views
  • OFFICE – for office or service views

⚠️ Governance note: Follow OPFS naming conventions for all shared dashboards. Before creating a new public dashboard, check whether one already exists. Speak to your Salesforce admin if unsure.
Reports
Understanding reports
Reports give you detailed, filterable data from Salesforce. They're the foundation of dashboards — and a powerful tool in their own right.
Filters
Narrow your report by date range, case owner, status, service, or any field. Show only what's relevant.
Grouping
Group results by a field — e.g. by worker, stage, or office — to see totals and subtotals.
Exporting
Export reports to Excel or CSV for further analysis or to share outside Salesforce.
Saving
Save reports to a folder — your own or a shared team folder. Follow naming conventions.
Subscribing
Subscribe to a report to receive it automatically by email on a schedule — weekly, daily, or monthly.

💡 Useful report examples: Open cases by worker · Reviews overdue · Cases by stage · Financial gains recorded · Activities logged this month.
Settings
Personal settings & user preferences
Salesforce can be personalised to suit how you work. You can make these changes safely without affecting anyone else.
Profile & display name
Update your name, title, and profile photo so colleagues can identify you in records and assignments.
Password & MFA
Change your password anytime via Settings. MFA is mandatory — manage your authenticator app here too.
Notifications
Choose which events trigger a notification — task reminders, record changes, report subscriptions.
Email signature
Set a default email signature for messages sent directly from Salesforce.
Display settings
Switch between Compact and Comfortable density. Adjust theme and accessibility preferences.
Time zone & locale
Ensure your time zone is set to UK time so dates and reminders appear correctly on your records.

✅ Users can personalise Salesforce safely. Changes to personal settings never affect other users or shared records.
Files
Files & attachments
Files uploaded to Salesforce are linked to records and accessible to anyone with the right permissions. Good file management keeps records clean and useful.
01
Uploading files
From any record, go to the Files tab or the Files section. Click Upload Files and select from your device.
02
Naming files clearly
Use a consistent format — e.g. CaseNumber_DocumentType_Date. This makes files easy to find later.
03
Viewing & downloading
Click any file to preview it in Salesforce. Download a local copy if needed.
04
Versioning
If you upload a new version of an existing document, use the version upload option to keep history intact rather than creating a duplicate.

⚠️ GDPR reminder: Only upload documents that are appropriate to store on the record. Do not upload sensitive personal data unless it is necessary, consented, and in line with OPFS data policies.
Mobile
Salesforce mobile app
The Salesforce mobile app lets you log work, update records, and access your cases from anywhere — immediately, without waiting until you're back at a desk.
Log notes immediately
Record visit notes on your phone straight after a home visit — while details are still fresh. Don't wait until the office.
Update records after visits
Edit fields, complete required checkboxes, and update case status directly from your phone.
Access cases remotely
View full case records, contact details, and activity history — even when you're away from the office.
Upload files & photos
Attach photos or documents directly from your phone camera or files app to the relevant record.

✅ Record work while it is fresh. The mobile app removes the gap between doing the work and recording it.
Troubleshooting
Common issues & troubleshooting
Most issues in Salesforce have simple fixes. Here's what to try first — and when to escalate.

💡 When contacting support, note down: what you were trying to do, what happened, and any error message shown. This speeds up resolution.
Learning
Trailhead & further learning
Salesforce Trailhead is a free, self-paced learning platform. It uses short interactive modules to help you build confidence with Salesforce — at your own pace, in your own time.
Salesforce Navigation
Get comfortable with the interface, search, and basic navigation.
Lightning Experience Basics
Understand the modern Salesforce interface and how it's organised.
Reports & Dashboards
Learn to build, filter, and share reports and dashboards.
Activities & Productivity
Master tasks, events, and email integration for efficient daily use.
Service Cloud Basics
Understand how Cases, Contacts, and Accounts work together in a service context.

💡 Trailhead is free and available at trailhead.salesforce.com. You can earn badges as you learn — a great way to build and evidence your skills.
Standards
OPFS Salesforce standards
These are the golden rules for every OPFS Salesforce user. Keep them in mind every time you log in.
1
Record work promptly
Log activities on the same day. Don't let records fall behind.
2
Keep notes clear
Write as if someone else will read your notes tomorrow — because they might.
3
Use activities consistently
Every contact, visit, and follow-up should be recorded as an activity on the relevant record.
4
Avoid duplicates
Search before creating. One clean record is always better than two inconsistent ones.
5
Keep shared spaces tidy
Follow naming conventions for public list views, reports, and dashboards. Remove what's no longer needed.
6
Protect confidential information
Only upload what's necessary and appropriate. Follow OPFS data and GDPR policies at all times.

Salesforce is the record of OPFS work. Make it one you're proud of.
Key Takeaways
Key takeaways
You're now equipped to use Salesforce effectively across OPFS services. Here's what to remember.
Salesforce supports delivery
It's the central record of OPFS work — not a separate admin task.
Accurate data matters
Reporting, safeguarding, and continuity all depend on records being complete and up to date.
Activities are essential
If it happened, record it. Activities are the operational history of your work.
Reporting depends on recording
Every dashboard and report is only as good as the data behind it.
Small habits improve efficiency
Pin tabs, use search, log on the go. Small changes add up to a lot of saved time.
Support is always available
Your manager, admin, and colleagues are there to help. Ask early, ask often.
Salesforce helps OPFS evidence impact, support families effectively, and work collaboratively across services.