Configure the Contact Center

Before contact center agents can start using the Contact Center, some configuration is required. Add tabs to the person account’s related list, turn on field-level security, and set the default app layout for the Contact Center.

• Configure the Person Account Page Layout for Contact Center
  Help contact center agents view the member’s insurance plan details and medication statements at a glance in the Contact Center. Add important fields like Gender and Birthdate to the person account page layout so that it shows up in the Profile card. Add Medication Statement and Member Plans to the person account record’s related lists.
• Configure the Service Appointment Tab for the Contact Center
  Enable contact center agents to set up service appointments in the Contact Center. In Lightning App Builder, create tabs for the Healthcare Appointment Scheduler component.
• Verify Field-Level Security for the Account Number Field is Enabled
  Turn on field-level security for the Account Number field so that contact center agents can validate a caller’s identity using the member’s account number. If you cloned the standard user profile to create a profile for contact center agents, the field is visible by default.
• Configure the Contact Center App as the Org Default
  To help your reps quickly access the contact center, set the Contact Center app as the default in Lightning App Builder.
• Configure Path Settings for Engagement Interactions in Contact Center
  Help contact center agents view the progression of patient interactions, from the initial call to identity verification and resolution. Set up a path to display the status of the engagement interaction.