Welcome
OPFS Salesforce - your
practical guide
This guide shows you where to go, and what to complete in Salesforce - step by step.
What this guide is
A step-by-step walkthrough of Salesforce for Family Support Officers. Every section tells you:
  • Where you are
  • What you see
  • What you do
  • What you must complete
  • What happens next
What this guide is not
  • A policy document
  • A process description
  • A list of job responsibilities

👉 Use this guide with the OPFS online tutorials

Getting Started
Section 1 - Logging in & navigation
Before you can support families, you need to get into the system. This section covers logging in, setting up authentication, and finding your way around.
01
Login
Enter your credentials and MFA code
02
Land on home
Review your assigned cases and tasks
03
Navigate
Use the top bar to move between Cases, Contacts, and Home
Section 1 - Logging In & Navigation
Logging into Salesforce
01
Where to go
OFPS Sandbox
02
What to do
Enter your username → Enter your password → Enter your MFA code when prompted
03
What happens next
You land on the Salesforce homepage

💡 Your username and temporary password will be sent to you by your manager. Contact Tariq if you haven't received them.
Section 1 - Logging In & Navigation
Multi-Factor Authentication (MFA)
MFA adds a second layer of security to your login. You'll need it every time you sign in. Usually this is on a mobile device - during initial rollout this maybe sent to your email address.
01
Enter your username and password as normal
02
Open your email or authenticator app
For example, Salesforce Authenticator or Google Authenticator
03
Enter the 6-digit code shown
04
You're in
The code refreshes regularly, so enter it quickly

⚠️ Required - MFA is mandatory. You will not be able to log in without completing this step.
Section 1 - Logging In & navigation
Your homepage
After logging in, you land on the Home Page. This is your starting point every time you open Salesforce.
Tasks & events
Upcoming visits, reminders, and actions assigned to you
Assigned cases
Cases currently allocated to you and their current stage
Dashboard components
Quick-view metrics and activity summaries
What you do
  • Review your assigned cases
  • Check for any outstanding tasks
  • Click into a Case to begin working


Section 1 - Logging In & Navigation
Getting around - the navigation bar
The navigation is a dropdown list at the top of every Salesforce page. These are the tabs you'll use most.
Home
Your starting point. Tasks, events, and assigned cases at a glance.
Cases
Your main workspace. Every family you're supporting has a Case record here.
Contacts
The people. Each family member is recorded as a Contact linked to the Case.

💡 Referrals are assigned by your manager or administrator - you can create referrals to be processed by your manager. Your work begins when a Case is assigned to you.
Case Overview
Section 2 - understanding a Case in Salesforce
Every family you work with has a Case record in Salesforce. This is where everything lives - your notes, their details, the stages of your work, and the outcomes.
01
The case record
The central record for each family. Contains all information, history, and progress.
02
The path
A visual workflow across the top of the Case. Shows which stage you're at and what comes next.
03
Tabs & related records
Details, Activities, and Related tabs hold different types of information within the Case.

👉 Understanding the Case Record is the most important thing you'll learn. Everything else builds from here.
Section 2 - Understanding a Case
The Case Record - what you're looking at
When you open a Case in Salesforce, here's what you'll see:


Case Header
At the top: Case name, Status, Owner (that's you), and the family's name.
The Path
A row of stages across the top of the record. This is your workflow guide.
Details Tab
Key fields: demographics, consent, required checkboxes, and case information.
Related Tab
Linked records: contacts, activities, assessments, and action plans.
Activity Section
Where you log calls, visits, notes, and interactions.
Section 2 — Understanding a Case
The Path - your workflow in Salesforce
The Path is a visual component at the top of every Case record. It shows you exactly where you are in the process — and what you need to do to move forward.
What You Do 
Click on the current stage to see what's required. Complete all required actions. Then move the stage forward — but only when you're ready.
Working a Case
Section 3 - Working a Case in Salesforce
This section walks you through every stage of a case - exactly what to do in Salesforce at each step. Follow the Path. Complete what's required. Move forward when you're ready.
Entry
01
Initial Contact
Log your first contact attempts.
02
First Visit
Complete mandatory fields before progressing.
Linear entry into the case.
Ongoing Cycle
1
1
Assessment
My Life & Me Wheel and Eco Map.
2
2
Action Plan
Steps Together Action Plan.
3
3
Intervention
Record support actions and notes.
4
4
Review
Update outcomes and re-score measures.
This cycle may repeat if the case is extended at Reviewy
Exit
01
Closure
Complete all fields and close the case.
Final case closure.

⚠️ Salesforce will not let you move to the next stage until required fields are completed. This is by design - it protects families and your records.
Section 3 - Working a Case
Step 1 - Initial Contact
You begin in the Case Record at the Initial Contact stage. Your job is to log every contact attempt clearly and move the case forward once contact is made.
Where you are
Case Record → Initial Contact stage (shown in the Path at the top)
What you do
Open the Case → go to the Activity section → log a call or note for each contact attempt → record date, method (phone/visit), and outcome
What you must complete
At least one contact attempt logged in Activities
What happens next
Once contact is made, move the Path stage to First Visit

💡 Can't reach the family? Log every attempt. This protects you and creates a clear record of your efforts.
Section 3 - Working a Case
Step 2 - The first visit
The first visit is where you meet the family in person. Before you can move forward in Salesforce, you must complete a set of mandatory fields.

⚠️ You cannot move to the Assessment stage until ALL of these fields are completed. Salesforce will show a validation error if anything is missing.
Where you are
Cases Record → First visit stage (shown in the Path at the top)
What you do
Meet the family → obtain consent (GDPR) → complete Demographics, Complaints & Compliments, Newsletter Sign-up and financial Health Check fields in the Details tab.
What you must complete
Consent signed, Complaints & compliments confirmed, Demographics completed, Newsletter Sign-up recorded, Financial Health Check selected
What happens next
Once all required fields are complete, move the Path stage to Assessment
Section 3 - Working a Case
System enforcement - You cannot skip steps
Salesforce is built to guide you through the process in the right order. It will stop you from moving forward if required fields are missing.
What happens
When you try to move to the next stage, Salesforce checks that all required fields are complete.
If something is missing
A red validation error appears on screen. It will tell you exactly which fields need to be completed.
What you do
Complete the missing fields, then try to move the stage again.

Important
👉 If you see an error like below, this is not a bug - it's a feature. Validation rules protect the quality of your records and ensure nothing is missed. If you're stuck, check the Details tab for any empty required fields.
Section 3 - Working a Case
Step 3 - Assessment
Once the first visit fields are complete, you move to the Assessment stage. This is about understanding the family's full situation.
My Life & Me Wheel
A reflective tool completed with the family. Score each life area together. Save to Files when complete and record checkbox.
Update My Life & Me Score in Contact Record.
Eco Map
Charts the family's relationships and connections. Map key people, services, and community links. Identify gaps in support. Save to Files when complete and record checkbox.
What you must complete
My Life & Me Wheel ✅ (completed and saved) Eco Map ✅ (completed and saved)

💡 Both tools are found in the Related tab of the Case Record. Scroll down to find them.
Section 3 - Working a Case
Step 4 - Action Planning
The Action Plan stage is where you and the family agree on goals and the support you'll provide. Everything must be recorded in Salesforce before you can move forward.
Eco Map ✅
Must be completed and saved from the Assessment stage.
My Life & Me Wheel ✅
Must be completed and saved from the Assessment stage.
Steps Together Action Plan ✅
Complete with the family. Found in the Related tab. Record agreed goals, actions & timescales.

⚠️ NB you cannot move to Intervention until the Eco Map, My Life & Me Wheel, and Steps Together Action Plan are all completed.
Section 3 - Working a Case
Step 5 - Intervention
Intervention is the active support phase. You're working with the family regularly - and every interaction must be recorded in Salesforce.
Where you are
Case Record → Intervention stage
What you do
Record each visit or contact in the Activity section. Update notes after every interaction. Track progress against the Action Plan.
What you must complete
Support Actions recorded. Reflecting Together section updated. Review Plan in place.
What happens next
When the review date approaches, move to the Review stage.

💡 Regular, accurate logging is essential. If it's not in Salesforce, it didn't happen - for safeguarding, reporting, and continuity purposes.
Section 3 — Working a Case
Logging your work - every time
Every contact with a family must be recorded in Salesforce. This is not optional - it is a core part of the family support process.
Where to log
Go to the Activity section on the Case Record. Use Log a Call for phone contact or New Task for follow-up actions. Use New Note for visit summaries.
What to include
Date and time of contact. Method (phone, visit, email). What was discussed or observed. Any actions agreed or follow-up needed.
Why it matters
Safeguarding: creates a clear record if concerns arise. Reporting: your manager and the organisation rely on this data. Continuity: if someone else covers your case, they can see exactly what's happened.

⚠️ If it's not logged in Salesforce, it doesn't exist as a record. Log everything - even unsuccessful contact attempts.
Section 3 - Working a Case
Step 6 - Review (10-12 weeks)
At 10-12 weeks, you formally review progress with the family. This is recorded in Salesforce and informs whether the case continues, changes direction, or moves toward closure.
Where you are
Case Record → Review stage
What you do
Open the Case. Navigate to the Review section in the Related tab. Update all outcome measures. Re-score the My Life & Me Wheel to show progress.
What you must complete
Outcomes updated (Start vs Current vs Final scores). Review notes completed. Decision recorded: continue, extend, or move to closure.
What happens next
If continuing, return to Intervention. If ready, move to Closure.

💡 The Start vs Current vs Final scoring shows the family's journey. This data is used in organisational reporting - accuracy matters.
Section 3 - Working a Case
Step 7 - Closure
Closure is the final stage of the case. It must be completed carefully - every field matters, and the record must be fully up to date before the case is closed.
Where you are
Case Record → Closure stage
What you do
Navigate to the Closure section. Complete all required fields. Write a case summary. Ensure all previous stages are fully recorded.
What you must complete
Final outcome scores recorded ✅. Case summary written ✅. All required fields completed ✅. Family informed of closure ✅.
What happens next
The Case status changes to Closed. It remains on record but is no longer active. You will no longer see it in your active case list.

👉 Take your time at closure. A complete, accurate record is important for the family, for reporting, and for any future referrals.
Best Practice
Section 4 - practical usage rules
Salesforce is only as useful as the information you put into it. These rules will help you use the system well - and avoid the most common mistakes.
What good looks like
All contact logged, stages accurate, required fields complete, outcomes updated
Common mistakes to avoid
Moving stages too early, missing required fields, not logging contact
The key principle
Salesforce is the record of your work, not a separate task

👉 If you're ever unsure what to do next in Salesforce, check the Path - it will tell you exactly where you are and what's required.
Section 4 - Practical Usage Rules
What good Salesforce use looks like
Good practice isn't complicated - it's about being consistent and thorough. Here's what it looks like in practice.
All contact logged
Every call, visit, and message is recorded in the Activity section on the same day it happens.
Stages are accurate
The Path stage reflects where you actually are in the case - not where you'd like to be.
Required fields completed
No blank mandatory fields. If Salesforce asks for it, it needs to be filled in.
Outcomes updated
Scores and measures are kept current, especially at Review and Closure.
Notes are clear
Anyone reading your notes should be able to understand what happened and what was agreed.

✅ If you can tick all five of these, you're using Salesforce well.
Section 4 - Practical Usage Rules
Common mistakes - and how to avoid them
These are the most frequent errors new users make in Salesforce. Knowing them in advance will save you time and frustration.
Moving stages too early
The stage should reflect reality. Don't move to Assessment until the First Visit is genuinely complete.
Missing required fields
If you skip a field and try to progress, Salesforce will stop you. Check the Details tab carefully.
Not logging contact
Every attempt to reach a family must be recorded — even if they didn't answer.
Duplicate notes
Don't copy the same note twice. One clear, accurate note is better than two vague ones.
Leaving cases stale
If a case hasn't been updated in a while, check in. Outdated records cause problems for everyone.

💡 Mistakes can come from rushing. Take an extra minute to check your work before moving to the next stage.
Section 4 - Practical Usage Rules
The key principle
Salesforce is the record of your work - not a separate task.
Everything you do with a family should be reflected in Salesforce. It's not about admin for its own sake - it's about creating a reliable, accurate record that protects families, supports your colleagues, and demonstrates the impact of your work.
Protects families
A complete record means nothing falls through the cracks.
Supports your team
Colleagues can cover your cases confidently.
Demonstrates impact
Accurate data shows the difference OPFS makes.

👉 If you do the work, record the work. That's it.
Getting Started
Section 5 - Quick start checklist
Your first day using Salesforce doesn't need to be overwhelming. Follow this checklist to get oriented and start building confidence.
01
Login
Use your credentials and MFA code to access Salesforce
02
Open the Home Page
Review your assigned cases and any outstanding tasks
03
Open a Case
Click into one of your assigned cases to explore the record
04
Review the Path
Look at the stages across the top — where is this case right now?
05
Try updating a field
Find a field in the Details tab and practice editing it
06
Log a note
Use the Activity section to add a test note (you can delete it after)

✅ You don't need to do everything perfectly on day one. The goal is to get familiar with the layout and start building confidence.
Section 5 - Quick Start Checklist
Try it yourself - Sandbox exercise
The Sandbox is a safe training version of Salesforce. Nothing you do here affects real data. Use it to practise before working on live cases.
Log into the Sandbox
Use your sandbox URL and credentials
Open a Practice Case
Complete a test case in the Sandbox with your own name.
Review the Path
Identify the current stage and what's required to move forward
Complete first visit fields
Find and complete the mandatory fields: Consent, Demographics, Complaints & Compliments, Newsletter, Financial Health Check
Attempt to progress
Try moving the stage to Assessment. Did Salesforce let you? If not, check what's missing.
Log a Note
Add a note in the Activity section describing what you did

👉 Practise here as many times as you need. The Sandbox resets regularly, so you can't break anything.
Section 3 - Working a Case
Safeguarding & Salesforce
Safeguarding is everyone's responsibility. Salesforce plays a direct role in supporting safe practice - but only if records are kept up to date.
Record concerns immediately
If you have a safeguarding concern, log it in Salesforce on the same day. Use the Activity section and note it clearly.
Be specific
Record what you observed, what was said, and what action you took. Avoid vague language.
Follow Family Support Process
Salesforce records support - but always follow OPFS safeguarding procedures and speak to your manager.
Escalation is recorded
Any escalation or referral to external agencies should be noted in the Case record.

⚠️ In a safeguarding situation, your Salesforce record may be reviewed. Accurate, timely notes are essential.
Getting Started
Getting support with Salesforce
You won't always know the answer - and that's completely normal. Here's who to contact and when.
Your Manager
First point of contact for process questions. "What should I be doing at this stage?"
Your Salesforce Admin
For technical issues: login problems, missing access, system errors, or fields that aren't working as expected.
Your colleagues
Ask someone who's been using the system longer. Peer learning is one of the best ways to get comfortable quickly.
This guide
Refer back to this document whenever you need a reminder of what to do at each stage.

💡 There are no silly questions when you're learning a new system. Ask early - don't wait until something goes wrong.
Reference
Quick reference - Stage checklist
Use this as a quick reminder of what's required at each stage before moving forward.

👉 Bookmark this page - it's your go-to checklist for every stage.
Getting Started
You're ready to begin
You now have everything you need to start using Salesforce confidently. Remember - you're not expected to know everything on day one.
Follow the Path
It tells you exactly where you are and what to do next
Complete what's required
Salesforce will guide you - don't skip steps
Log everything
If it happened, record it. That's the golden rule.
Every expert was once a beginner. Log in, open a case, and take it one step at a time.

📞 Need help? Speak to your manager or Salesforce admin - they're there to support you.
Reference
Tips for working faster in Salesforce
Once you're comfortable with the basics, these tips will help you work more efficiently.
Use the Search Bar
The global search bar at the top finds Cases, Contacts, and Records quickly. Type a family name or case number.
Pin Your Most-Used Tabs
Right-click on a tab in the navigation bar to pin it so it's always visible.
Use Recent Items
The Recent section on the Home Page shows the last records you opened - great for jumping back to active cases.
Log notes on the go
Use the Salesforce mobile app to log notes immediately after a visit, before you forget the details.
Check your tasks daily
The Tasks section on the Home Page shows what needs your attention today.

💡 The more you use Salesforce, the faster it gets. Don't worry about shortcuts on day one - focus on accuracy first.
Getting Started
You're learning - and that's expected
Salesforce is a powerful system, and it takes time to feel confident. That's completely normal - and it's built into how we support new staff.
Everyone starts here
Every Family Support Officer goes through this learning curve. You're not behind - you're at the beginning.
Mistakes are part of learning
The Sandbox exists so you can practise safely. Use it. Try things. Get it wrong in a safe space.
Support is always available
Your manager, your admin, and your colleagues are all there to help. You don't have to figure it out alone.

"The system is here to support your work - not to make it harder. Give yourself time to get comfortable."
Reference
Frequently asked questions
Here are the questions new users ask most often.
I can't move to the next stage - what do I do?
Check the Details tab for any empty required fields. Salesforce will usually show a red error message telling you what's missing.
I logged something in the wrong place - can I fix it?
Yes. Most records can be edited. If you're unsure, speak to your admin before deleting anything.
I can't see a case that should be assigned to me.
Check with your manager. Cases are assigned by your admin - it may not have been allocated yet.
The system is slow or not loading.
Try refreshing the page. If the problem continues, contact your Salesforce admin.
I made a mistake in a note - what should I do?
Edit the note to correct it, or add a follow-up note clarifying the error. Don't delete records without checking with your manager first.
How do I report a bug in the system?
Report bugs via the bug report form below.h

💡 Not seeing your question here? Ask your manager or Salesforce admin - no question is too small.
Reference
Golden rules
Keep these in mind every time you open Salesforce.
1
Follow the path
It's your guide. Don't skip stages or move forward before you're ready.
2
Log everything
Every contact, every visit, every attempt. Same day, every time.
3
Complete required fields
If Salesforce asks for it, it needs to be filled in. No shortcuts.
4
Keep notes clear
Write as if someone else will read your notes tomorrow. Because they might.
5
Ask for help
You're not expected to know everything. Ask early, ask often.

Salesforce is the record of your work. Make it one you're proud of.
Getting Started
You're ready - now go do great work
You've been through the full guide. You know how to log in, navigate the system, work a case from Initial Contact to Closure, and record your work accurately. That's everything you need to get started.
Open Salesforce
Log in and go to your Home Page
Find your cases
Review what's assigned to you and where each case is in the Path
Start working
Follow the steps, complete what's required, and log as you go

📞 Remember: your manager and Salesforce admin are always there if you need support. You've got this.