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            Set Up the Case Referral Intake Flow

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            Set Up the Case Referral Intake Flow

            Create assessment questions, grouped into assessment question categories, that capture information about clients who seek a referral to a service, provider, or program. Add the assessment questions to Omniscript forms—one form for each category—and then add the forms to the referral intake Omniscript guided flow. Create a button that intake officers use to start the referral request guided flow. And configure a Flexcard that makes it easy for intake officers or case managers to create accounts and contacts for case participants.

            Required Editions

            Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.
            User Permissions Needed
            To access the Referral object:

            Case Referral permission set

            OR

            Education Cloud Full Access permission set
            To create assessment questions and assessment question categories:

            Industries Assessment permission set

            OR

            Education Cloud Full Access permission set
            To create, edit, and activate Omniscripts and Flexcards: OmniStudio Admin permission set
            To create custom buttons or links and to change search layouts: Customize Application

            The case referral intake flow consists of a submission form, a button to open the submission form, and a Flexcard with convenient fields for caseworkers or other staff members who create cases from a referral.

            The referral intake submission Omniscript guided flow is a template that includes some basic questions, such as the referrer and client name and contact details. It also includes sample assessment elements that show how to configure the assessment questions that you add to the flow.

            Intake officers start the referral submission guided flow from a button that you add to the Referral list view page.

            Create Categories and Questions to Capture Referral Request Details

            Create assessment questions, grouped into categories, that capture information from clients about their circumstances and the service or program that they need.

            Salesforce includes the assessment question categories Demographic and Financial. Add other categories for referral intake, if needed, and then create questions for each category.

            1. In the object management settings for Assessment Question, click Fields & Relationships, and then click Category.
            2. Create Category picklist values for referral requests.
              For example, add the values Family, Education, Health, Safety, and Work Experience.
            3. Save your work.
              Now, create assessment questions.
            4. From the App Launcher, find and select Assessment Questions.
            5. Click New.
            6. Specify these details.
              1. Enter a name, and then press Tab to populate the developer name.
              2. Select one of these supported data types: Checkbox, Date, DateTime, Decimal, Integer, Multi-select, Radio, Select, Text, Text Area, or Time.
              3. Select a category.
              4. Enter the question text.
              5. For Radio, Multi-select, and Select fields, enter response values on separate lines.
              6. Select Active.
            7. Save your work.
            8. Create additional questions as needed for all of your referral intake assessment question categories.

            Add Referral Intake Assessment Questions to Omniscript Forms

            Create an Omniscript form for each referral intake assessment question category, and include the questions for that category on the form.

            1. On the Assessment Questions list view page, click Select Questions.
            2. Search for the questions that you want to include in the Omniscript. Use the Category picklist to filter questions to a specific category.
              For example, select Education.
            3. Drag the questions onto the New Omniscript canvas, and add steps as necessary.
            4. Name the step sections in the form.
            5. In Omniscript Details, enter a name, select a language, and select or enter a type and subtype for the form.
              For example, enter Education for the name.
              Type, subtype, and language combine to create a unique identifier for the Omniscript. Consider using logical naming conventions for the type and subtype.
            6. To use your form in the referral intake submission Omniscript guided flow, select Reusable.
            7. Click Build Omniscript.
            8. Wait for the Omniscript to finish building. When it opens, for each step, in the Properties panel, enter an element name.
              For example, enter Education.
              Tip
              Tip To open the Omniscript later, from the App Launcher, find and select Omniscripts, and open it from the list view page.
            9. Delete the Save-Responses Remote Action element that Omnistudio automatically added to the Omniscript.
            10. Activate the Omniscript version.
            11. Similarly, create an Omniscript form and build an Omniscript for each of your assessment question categories.

            Customize the Referral Intake Submission Guided Flow Template

            Add your assessment question category Omniscripts to the Submit a Referral Omniscript template.

            1. From the App Launcher, find and select Omniscripts.
            2. Click SPCM/SubmitReferral, and then click Submit a Referral (Version 1).
            3. Click New Version.
            4. In the Assessment section on the ReferralIntakeDetails step, define your assessment question Omniscripts.
              1. Expand ReferralIntakeDetails, and in the Assessment section, select Select Assessment Type.
                The Select Assessment Type picklist on the ReferralIntakeDetails step
              2. In the Properties panel, under Options, edit Sample Assessment 1 to match your first assessment question Omniscript: Click Sample Assessment 1, and enter Education as the value and the label. Save your work.
              3. In the Assessment section on the ReferralIntakeDetails step, select Sample Assessment 1 and map it to your first assessment question Omniscript: In Formula Properties, edit the expression formula. For example, enter CONTAINS(%ReferralIntakeDetails:Assessment:AssessmentType%,'Education') as the expression. Change the formula name and field label as well. For example, enter Education as the formula name and the field label.
              4. In the Assessment section on the ReferralIntakeDetails step, select Is the sample assessment 1 complete and map it to your first assessment question Omniscript: In Formula Properties, edit the expression formula. For example, enter CONTAINS(%ReferralIntakeDetails:Assessment:AssessmentType%,'Education') as the expression. Change the formula name and field label as well. For example, enter Education as the formula name and the field label.
              5. Similarly, map the other Select Assessment Type, Sample Assessment, and Is the sample assessment complete elements to your other assessment Omniscripts. Create additional elements and properties as needed, and delete unused placeholders.
            5. Add your assessment question Omniscripts to the template.
              1. In the Build panel, under Omniscripts, drag a referral intake assessment question Omniscript to the canvas just below the UploadDocuments step. For example, drag Education.
              2. In the Properties panel, enter the name of the assessment question category Omniscript. For example, enter Education as the name.
                Tip
                Tip Select a sample assessment element, such as Sample Assessment 1, and look at the Properties panel to see how to specify the name.
              3. In the Build panel, under Actions, drag a Remote Action to the canvas just below the SetInteractionSummaryValues element.
              4. In the Properties panel, in the Send/Response Transformations section, in Send JSON Path, enter the name of the assessment form Omniscript element. For example, enter Education.
                Tip
                Tip Select a save sample assessment element, such as SaveSampleAssessment1Action, and look at the Properties panel to see how to specify the Send JSON Path.
              5. Similarly, add all of the referral intake assessment question category Omniscript forms to the template and configure their save remote actions.
            6. If needed, delete the sample assessment and save sample assessment elements.
              The sample elements are placeholders and don’t affect the flow’s function.
            7. If needed, on the ReferralIntakeDetails step, customize the ghost text for phone numbers to suit the format of your country. Select a phone field such as Referrer Phone and, in the Properties panel, under Telephone, edit the mask.
            8. Preview your work, and then activate the Submit a Referral Omniscript.

            Add the New Guided Intake Button to the Referral List View

            Enable intake agents to start the referral intake submission guided flow from a button on Referral list views.

            1. To create the button, from Setup, in Object Manager, select Referral.
            2. Click Button, Links, and Actions, and then click New Button or Link.
            3. Specify these details.
              1. Enter New Guided Intake as the label, and then press Tab to populate the API name.
              2. Select List Button as the display type.
              3. Select Display in existing window with sidebar as the behavior.
              4. Select URL as the content source.
              5. In the field formula box, enter the URL for the active Submit a Referral Omniscript followed by an ampersand and the contextId for the target object, Referral.
                To get the URL, in Omnistudio, go to the active Submit a Referral Omniscript and, in the highlights panel, click Downward-pointing triangle, and then select How To Launch. Look for the Lightning URL. The formula looks like this: [Lightning-URL]&c__ContextId={!Referral.Id}
            4. Save your work.
            5. To add the button to the Referral list view page, select List View Button Layout.
            6. In List View, click Downward-pointing triangle, and then select Edit.
            7. In Custom Buttons, add New Guided Intake to Selected Buttons.
            8. Save your work.

            Activate the Referral Intake Flexcard

            In addition to the referral submission Omniscript, the case referral intake flow includes a Flexcard that caseworkers and others can use to create accounts and contacts for case participants when they create a case from a referral. Make sure that the Flexcard is activated.

            1. From the App Launcher, find and select Omnistudio Flexcards.
            2. Expand PSSReferralCreateAccountAndContact, and then select PSSReferralCreateAccountAndContact (version 1).
            3. If necessary, create a new version and activate the Flexcard.
             
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