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            Create and Enable Shifts for Channel Support in Intelligent Appointment Management

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            Create and Enable Shifts for Channel Support in Intelligent Appointment Management

            Create shifts to specify the availability of providers and assets for appointments. Then, set up engagement channel types to give patients and providers the flexibility to meet over the phone, with video, or in person. Don't use appointment modes with shifts.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To view, create, and update shifts: View, create, and edit on Shifts, Service Territories, Service Resources, and Service Territory Memberships
            1. Create shifts that vary daily or weekly, and then select or configure a scheduling policy with the appropriate criteria for appointment scheduling.
              Assign both a service resource and a service territory to the shifts. Always select a service territory when you’re creating a recurring shift.
            2. Enable the Schedule Appointments Using Engagement Channels setting.
              1. From Setup, in the Quick Find box, enter Salesforce Scheduler Settings, and then select Salesforce Scheduler Settings.
              2. Turn on Schedule Appointments Using Engagement Channels
            3. Create engagement channel types. Engagement channel types are means of communication such as Phone, Video, and In Person.
              1. From the App Launcher, find and select Engagement Channel Types.
              2. Click New.
              3. Enter a name for the engagement channel. For example, Phone.
              4. Select a contact point type from the dropdown.
              5. Under the Usage Type list, move Salesforce Scheduler to the Chosen list.
              6. Select Active.
              7. Save your changes.
            4. Create an engagement channel work type that links an engagement channel to a work type.
              1. From the Engagement Channel Types list view, open an existing engagement channel type.
              2. From the Setup menu, click Edit Object.
              3. Click Page Layouts, and then select Engagement Channel Type Layout.
              4. Click Related Lists, and drag the Engagement Channel Work Type related list to the Related Lists section of the page.
              5. Save your changes.
              6. Refresh the engagement channel type record, and then click the Related tab.
              7. From the Engagement Channel Work Type related list, click New.
              8. Specify a work type.
              9. Save your changes.
            5. Add channels to a shift.
              1. From the App Launcher, find and select Shifts.
              2. From the Shifts list view, open an existing shift.
              3. From the Setup menu, click Edit Object.
              4. Click Page Layouts, and then select Shift Layout.
              5. Click Related Lists, and drag the Shift Engagement Channels related list to the Related Lists section of the page.
              6. Save your changes.
              7. Refresh the shift record, and then click the Related tab.
              8. From the Engagement Channel Work Type related list, click New.
              9. Search for and select a specific channel or select All Engagement Channels Supported.
              10. Save your changes.

            When you configure the Intelligent Appointment Management console, the call center agent or care provider coordinator can now filter the provider’s or asset’s available appointment slots based on the channel type. For instance, they could filter to only see available video slots.

            See Also

             
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