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Case Referral Intake Prerequisites
Complete the tasks required to prepare your org for Case Referral Intake.
Required Editions
| Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability. |
| User Permissions Needed | |
|---|---|
| To access referral settings and objects: | Case Referral permission set OR Education Cloud Full Access permission set |
| To enable Discovery Framework: | Customize Application |
| To enable case referrals, enable Omnistudio settings, and edit picklists: | Customize Application |
Enable Case Referral Intake
Turn on the case referrals setting so that you can create and manage referrals for the individuals that you support.
- From Setup, in the Quick Find box, enter Program and Case Management, and then select Case Referrals Settings.
- Turn on Create and manage referrals.
Turn on Discovery Framework
The case referral intake flow uses Discovery Framework, a data model for efficiently collecting and managing Omniscript form data. Turn on Discovery Framework so that you can use Case Referral Intake.
- From Setup, in the Quick Find box, enter Discovery Framework, and then, under Discovery Framework, select General Settings.
- Turn on Discovery Framework.
Enable Standard Omnistudio Runtime
To enable standard Omnistudio runtime so that you can create a referral intake flow that uses Omnistudio components, turn off the Omnistudio managed package runtime.
- From Setup, in the Quick Find box, enter Omnistudio Settings, and then select it.
- Turn off Managed Package Runtime.
Enable and Set Up Omni-Channel
To route incoming referral requests to the most qualified, available intake agents, caseworkers, case managers, or other staff members, enable Omni-Channel on referrals.
Omni-Channel integrates into the console in both Salesforce Classic and Lightning Experience. For information on how to set up Omni-Channel, see Set Up Omni-Channel.
Omni-Channel is recommended but not required for Case Referral Intake.
Create Referral Categories
Define categories for case referrals. For example, create categories for the referral type, such as Employment, Rent Assistance, Housing, Food, Transportation, and Education.
- From Setup, in Object Manager, select Referral.
- Click Fields & Relationships, and then click Category.
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Create Category picklist values for referral intake.
For example, add the values Employment and Housing.
- Save your work.
After you create the picklist values, make sure that the Category field appears on the Referral page layout that you’re using. See Customize Page Layouts with the Enhanced Page Layout Editor.
Create Referral Intake Case Participant Roles and Statuses
When an intake agent creates a case for a referral, they add case participants. Each participant has a role and a status. Salesforce provides some default values for the Role and Status picklists. Verify what’s included in your org, and create other values as needed for case referral intake.
- From Setup, in Object Manager, select Case Participant.
- Click Fields & Relationships, and then click Role.
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Create Role picklist values for referral intake. For example:
- Client, Referrer, Participant, and Provider
- Parent/Guardian, Minor, Family Member, and Legal Representative
- Student, Advisor, Counselor, and Mentor
- Child, Primary Caregiver, Referrer, and Foster Care Provider
- Save your work.
- Click Fields & Relationships, and the click Status.
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Create Status picklist values for referral intake.
For example, add the values New, In Review, Approved, Enrolled, and Rejected.
- Save your work.
