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            Refer Constituents from a Case or Inbound Referral to Providers

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            Refer Constituents from a Case or Inbound Referral to Providers

            Connect constituents from a case or inbound referral to network or external providers that deliver the appropriate services.

            Required Editions

            View supported product editions.
            User Permissions Needed
            To access cases: Public Sector Access permission set
            To access referrals: Case Referral Access permission set
            To create provider referrals: OmniStudio User AND Provider Management Access permission sets
            1. To refer a constituent from a case, from the App Launcher, find and select Cases, and then select the case. To refer a constituent from an inbound referral, find and select Referral, and then select the referral.
            2. To open the provider referral flow, on the record page, from the actions menu, select Create Referral.

              If you don’t see the Create Referral action, contact your Salesforce admin.

              Under Client Details, the flow adds the constituent details from the case or the inbound referral. Under Source Record, the flow shows the case number of the case from which you opened the flow. If you opened the flow from an inbound referral, name of the referral is shown.
            3. Under Provider Details, select up to three providers and provider facilities that you want to refer the constituent to.
              For a network provider, search for the provider and provider facility. For an external provider, enter the provider email ID and phone number.
            4. Click Next.
            5. Under Referral Details, enter a title for the referral and the required details.
            6. (Optional) Upload files to give additional information to the provider.
            7. (Optional) The flow lists documents attached to the source record. Select the documents that you want to attach to give the provider more context.
            8. Click Next.
            9. (Optional) Select one or more PDF templates to share information with providers. The flow fills the templates with information from client records and attaches the filled PDF to the referral.
            10. Click Next.
            11. Before creating the referral, review the information, and then click Next.

            The flow creates the referral and shares the referral record with the providers that you selected.

             
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