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Manage Cases Related to Self-Service Appointments
To efficiently resolve scheduling issues, you can create queues for cases related to self-service appointments. Set up rules that automatically route cases to the correct queue.
Required Editions
Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud |
| User Permissions Needed | |
|---|---|
| To use Health Cloud | Health Cloud Foundation permission set |
For example, suppose a patient who isn't registered with your Experience Cloud site books an appointment. Health Cloud doesn't have enough information to determine that patient's eligibility for benefits. Your queues and routing rules alert the team member who can provide the required information.
Set Up Queues to Handle Self-Scheduled Appointment Cases
Create queues for the types of cases related to self-scheduling.
- From Setup, in the Quick Find box, enter Queues, then select Queues.
- Click New.
- Give your queue a name. For example, Patient Appointment Request Queue.
- Move the Case object from Available Objects to Selected Objects, specify the set of users that are allowed to retrieve records from the queue, and then save your changes.
- Click New to create another queue.
- Give your queue a name. For example, Benefit Verification Queue.
- Move the Case object from Available Objects to Selected Objects, specify the set of users that are allowed to retrieve records from the queue, and then save your changes.
Set Up Automatic Case Assignment for Self-Scheduled Appointment Cases
Set up rules that automatically route cases to the correct queue.
- From Setup, in the Quick Find box, enter Support Settings, then select Support Settings under Service.
- Specify a Default Case Owner and an Automated Case User, and then save your changes.
- From Setup, in the Quick Find box, enter Case Assignment Rules, then select Case Assignment Rules.
- Click New.
- Give the rule a name. For example, Self-Scheduled Appointment Case Rule.
- Select Active.
- Click Save, and then click the rule you created.
- Click New under Rule Entries.
- Enter 1 for the Sort Order.
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Use the dropdowns under Field to select Case: Subject | Contains | Benefits Verification Request.
Make sure that the business process that generates benefits verification cases assigns this text to the Subject field.
- Under Select the user or queue to assign the case to, select Queue and search for the Benefit Verification Request queue that you created.
- If your organization has case teams to handle appointment management requests, specify them.
- Click Save, then click New under Rule Entries again.
- Enter 2 for the Sort Order.
-
Use the dropdowns under Field to select Case: Subject | Contains | Appointment Scheduling Request.
Make sure that the business process that generates appointment scheduling cases assigns this text to the Subject field.
- Under Select the user or queue to assign the case to, select Queue and search for the Appointment Scheduling Request queue that you created.
- If your organization has case teams to handle appointment management requests, specify them, then save.
