The Service Cloud Admin Console allows some options to be customized for the Field Admin role including user type, case routing, and notifications. However, these options are not currently visible to Field Admins.
This lesson shows what customization options in each area look like when they are enabled in Service Cloud. If you are interested in enabling an option or have additional questions, please contact your Customer Success Manager (CSM) or submit a Service Cloud help request.
User Type Options
User type options define specific options for users within a Service Cloud account. Learn more about Service Cloud case roles.
The Active option designates the Field Admin has access to the Field Admin Interface.
Dedicated Field Admin
The Dedicated option designates the dedicated Field Admin for the account.
Note: There should only be one dedicated Field Admin for each account.
Exempt From Routing
The Exempt From Routing option removes a Field Admin from being considered from both Case Owner and Case Contact roles.
Role Based Routing
The Role Based Routing option has two values: Student and Faculty. These values are used with the By User Role routing option under the Multiple Field Admin Assignment setting.
Non-Canvas Tier 1 Assignee
The Non-Canvas Tier 1 Assignee option designates admins who should be assigned non-Canvas cases for Tier 1 clients.
The Non-User Email option treats submissions created by a person without access to the console as if submitted by a Field Admin.
Case Routing Options
Case routing options can be adjusted to determine how cases are routed to Field Admins.
Always Escalate FA Cases
The Always Escalate FA Cases option escalates cases created by a Field Admin directly to the Instructure Support Team.
Note: This option is checked by default.
The Case Routing option can be set to Default  or Single Canvas by Sub-Account .
The Default option assigns all non–tier 1 cases according to the Multiple Field Admin Assignment selection. At least one active Field Admin must be associated with the account.
The Single Canvas by Sub-Account option is for Canvas instances with multiple support teams. This option requires at least one active Field Admin per support team and Support Settings records for every Canvas sub-account.
Note: The Single Canvas by Sub-Account option is not available for all accounts. Contact your CSM for more information on availability for your institution.
Language for Support
The Language for Support option designates which support language team will receive case escalations. If no value is set, the default is English.
Multiple Field Admin Assignment
The Multiple Field Admin Assignment option has four choices: None, Dedicated, Round Robin, and By User Role.
Note: If the Multiple Field Admin Assignment is set to None, the default method will be Round Robin.
The Dedicated option routes each case to the assigned dedicated Field Admin for the account.
The Round Robin option rotates through all available Field Admins and assign cases to the Admin that has gone the longest without being assigned a case.
The notification options define which notifications are sent and who will receive them through a case's life cycle.
The Auto-Response Opt-Outs option controls Notifications for case creation and idle response.
Case Comment Notification Opt-Outs
The Case Comment Notification Opt-Outs option controls which members of a case receive notifications when a new comment is added to a case.
The Solved Opt-Outs option controls notifications when the case is marked as solved.