When you accept a call or incoming messaging requests in the Crisis Support Center
Management app, use the client intake flow to quickly enter basic client details.
Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions with Health
Cloud
User Permissions Needed
To use the Crisis Support Center Management app:
Manage Crisis Support Center Management App
After you accept a call using Open CTI or messaging requests using Omni-Channel, the intake
flow opens automatically. The flow opens in the Engagement Interaction tab for calls, and the
Messaging Session tab for SMS and chats.
Note If you don’t use Open CTI Softphone, you can create an Engagement Interaction record to
trigger the intake flow.
Enter the client details.
Associate the client to an existing account using one of these options:
Choose Select account matching with the phone number to search for
an existing account based on the phone number.
Choose Select another account to search for an existing account
based on the name.
If there is no existing account, choose Create a person account. At
a minimum, enter the client’s Last Name.
Click Next.
The intake flow creates a case record and takes you to the case detail page.
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
