--- schema_version: "1" id: 66626302d983dd61d69a4ca029a1e5854407b0c7eaf356e10116ba8f02a6172f title: Take Action on Alerts (Support Staff) collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_user_alerts_take_action.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_take_action.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0af7d6b9978c2d70ada4970575c527da647a2b7c96b11cb785eaf5fa6865fbfa description: "Take action on Alerts: Keep the Priority, Status, Comments, and other fields up-to-date, and close Alerts when the issue is resolved." products: - Nonprofit - Education release: "264" --- # Take Action on Alerts (Support Staff) Take action on Alerts: Keep the Priority, Status, Comments, and other fields up-to-date, and close Alerts when the issue is resolved. - **[Act on an Alert](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_take_action.htm&release=264.0.0&type=5)** Edit an Alert record to keep its Priority, Status and other fields up-to-date. Some Alert records include a handy path at the top of the page. The path provides a simple way to move the Alert through its statuses until it's resolved. - **[Mass Update Alert Statuses](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_take_action.htm&release=264.0.0&type=5)** To help you keep Alert statuses current, your Student Success Hub administrator may have enabled these options that let you update the statuses of multiple Alerts at once. - **[Create a Case from an Alert](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_take_action.htm&release=264.0.0&type=5)** If the concern being tracked in an Alert calls for escalation, you can create a Case directly from the student's Alert record. - **[Create Cases from Multiple Alerts with a Mass Action](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_take_action.htm&release=264.0.0&type=5)** When you want to escalate many Alerts in the same way, save time by creating Cases from multiple Alerts. You can create multiple Cases from multiple Alerts for multiple students from an Alerts list view. Or you can create multiple Cases from multiple Alerts for one student from a student record Case page. - **[Create Success Plans from Multiple Alerts with a Mass Action](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_take_action.htm&release=264.0.0&type=5)** When you want to address multiple Alerts by using the same Success Plan Template, Student Success Hub gives you two options. You can create Success Plans from multiple Alerts for multiple students from an Alerts list view. This method creates one Success Plan for each student with an Alert. You can create one Success Plan for one student from multiple Alerts from a student record Case page. ## Act on an Alert Edit an Alert record to keep its Priority, Status and other fields up-to-date. Some Alert records include a handy path at the top of the page. The path provides a simple way to move the Alert through its statuses until it's resolved. 1. Open an Alert from an Alert list view or from a student record. 2. If the Alert has a path, you can: - Change the Alert's status by clicking a new status in the path and then clicking **Mark as Current Status**. - Expand the path by clicking the arrow on the left, then click **Edit** to change the Student Contact, Priority, Status, or Reason. Save your change. 3. Change details about the Alert by doing any of the following. - Click **Edit** in the highlights bar, change any fields, and save your changes. - Click the pencil icon for any field in the detail panel, change the value, and save your change. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_tip.png) Tip Working on a Kanban board is also a convenient way to update Alerts statuses. From an Alert list view, click the Display as icon and select **Kanban**. Choose to Group By **Status** and then click **Save**. Then, drag Alert cards from one Status column to another. ![Select the Kanban list view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/student_success_hub/images/ssh_user_alerts_act_kanban.png) ## Mass Update Alert Statuses To help you keep Alert statuses current, your Student Success Hub administrator may have enabled these options that let you update the statuses of multiple Alerts at once. ### Mass Update Alert Statuses from the Alerts List Update the status of multiple Alerts of the same record type from an Alerts list view. You can even update the status of Alerts for multiple students from this page. 1. On the Alerts page, select a list view that filters Alerts by record type. 2. Select the checkboxes for one or more Alerts. You can select up to 200. 3. Hover over the Status field of any selected Alert and click the pencil icon. 4. Select a different status, select **Update selected items**, and click **Apply**. ![Change the Status value and, if you're updating multiple Alerts, select the multiple update option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/student_success_hub/images/ssh_user_alerts_mass_update_list_view_options.png) 5. Save your work. ### Mass Update Alert Statuses from the Student Record Update the status of multiple Alerts at once, including Alerts of different record types, from a student record. You can only update the status of Alerts for the individual student from this page. 1. On the student record Case, go to the **Alerts** tab. 2. Select the checkboxes for one or more Alerts and click **Change Status**. ![Select multiple Alerts on a student record and click Change Status](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/student_success_hub/images/ssh_user_alerts_mass_update_case_record.png) 3. Select a status and save your changes. ## Create a Case from an Alert If the concern being tracked in an Alert calls for escalation, you can create a Case directly from the student's Alert record. 1. [Access the Alert record](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_alerts_manage.htm&release=264.0.0&type=5 "Use Alerts to take action when you have concerns about a student who needs support. Monitor Alerts at a glance and respond to Alerts that others create.") for the student. 2. Click in the Case field and select **New Case**. 3. Select the appropriate record type and click **Next**. 4. Enter the Case details. 5. Save your changes to the Case record and then save your changes to the Alert record. The newly created Case is associated with the Alert that prompted the escalation. ## Create Cases from Multiple Alerts with a Mass Action When you want to escalate many Alerts in the same way, save time by creating Cases from multiple Alerts. You can create multiple Cases from multiple Alerts for multiple students from an Alerts list view. Or you can create multiple Cases from multiple Alerts for one student from a student record Case page. Either way, you create one Case for each selected Alert. You can select Alerts of different record types, but the Cases that you create are all of the same record type. 1. On an Alerts list view page or on the Alerts tab of a student record Case, select the checkboxes for one or more Alerts. You can select up to 50. 2. Click **Create Case**. 3. Select a record type and then click **Next**. You can only choose from record types that your Student Success Hub admin makes available to you, and you can't select the Student Record type. Ask your admin if you need access to a record type that's not listed. If you only have permission for one Case record type, Student Success Hub selects it automatically and takes you directly to the form where you can fill out other Case details. 4. Complete these fields. Priority The Priority options such as Low, Medium, and High depend on the selected record type. Case Owner By default, you're selected as the Case Owner because you're creating the Cases. But you can search for and select either a different support staff user or a queue that's associated with the Case object. Type Select the type of Case that you're creating, such as Problem or Question. The options depend on the selected record type. By default, this field is empty or a value associated with the selected record type. Case Reason Select the reason that you're creating the Cases. By default, no reason is selected unless there's a default value associated with the selected record type. Status Select a status for the Cases. By default, no status is selected unless there's a default value associated with the selected record type. Subject Enter a subject that applies to all of the Cases that you're creating. Description Enter a description that applies to all of the Cases that you're creating. Case Origin By default, the origin is blank or a value associated with the record type that you selected. 5. Save your changes. If Student Success Hub encounters a problem creating any of the Cases, it displays an error message and no Cases are created. To see your new Case records: - Select **Cases** from the app navigation menu and then an appropriate list view, or - On the student record Case page, click the **Related Cases** tab. If you don't see Related Cases, click **More** first. ## Create Success Plans from Multiple Alerts with a Mass Action When you want to address multiple Alerts by using the same Success Plan Template, Student Success Hub gives you two options. You can create Success Plans from multiple Alerts for multiple students from an Alerts list view. This method creates one Success Plan for each student with an Alert. You can create one Success Plan for one student from multiple Alerts from a student record Case page. 1. On an Alerts list view page or on the Alerts tab of a student record Case, select the checkboxes for one or more Alerts. You can select up to 50. 2. Click **Apply Success Plan**. 3. Confirm or change the students in the Apply To field. If you started from an Alerts list view and a student was assigned to more than one of the Alerts that you selected, their name appears one time, and Student Success Hub creates only one Success Plan for them. The option to apply an existing Success Plan Template is selected. If you started from an Alerts list view, you can't create a Success Plan from scratch. 4. Click **Next**. 5. Search for and select a template. You can filter search results to view templates owned by you or for a specific record type. 6. Click **Apply**. If Student Success Hub encounters a problem creating any of the Success Plans, it displays an error message and no Success Plans are created. To see your new Success Plan records: - Select **Success Plans** from the app navigation menu and then an appropriate list view, or - On the student record Case page, click the **Success Plans** tab and look in the Open Success Plans related list. If you don't see Success Plans, click **More** first. After the template is applied, you can customize the tasks for each Success Plan and assign the tasks to the appropriate individuals.