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Prepare Your Team to Review COVID-19 Health Verification Requests
Assign permissions to your support agents and assign agents to the Health Verification and Needs Review queues.
Required Editions
| Available in: Enterprise and Unlimited Editions |
Assign the Safety Cloud Permission Set to Your Agents
From Setup, in the Quick Find box, enter Permission Set Groups, and then select Permission Set Groups. Assign the Safety Cloud Agent PermissionSetGroup the profile for the users who you want to view and review Health Verification requests. To learn more, see Assign Permission Set Groups to Users.
Assign Agents to a Health Verification Queue
- Go to Setup | Queues | Health Verification Queue.
- Click Edit.
- Add your agents as Queue Members.
- To give users access to the Health Verification Queue list view, go to the App Menu, and search for the Health Verification object.
- Navigate to the Health Verification Queue list view, and click the gear icon.
- Select Sharing Settings.
- Choose to share the list view with all users or a group of users.
Assign Agents to a Needs Review Queue
Sometimes a user’s health verification requires special attention. In such cases, agents can route the user’s health verification record to a Needs Review queue for further analysis by designated agents or supervisors.
When you deploy the Health Verification package to your org, we create two public groups for agents automatically.
- Health Verification Tier 1 Agents
- Health Verification Tier 2 Agents
These groups are assigned to queues automatically as follows:
- Tier 1 and Tier 2 groups are assigned to the Health Verification queue.
- The Tier 2 group is assigned to the Health Verification Needs Review queue.
As an admin, you can add agents to either of these public groups. Agents assigned to the Health Verification Tier 2 Agents have access to the Needs Review queue.
Health Verification records are routed to the Needs Review queue automatically when a user clicks the Unable to Verify button when filling out the health verification field, or when an agent clicks the Request Review quick action from a user’s health verification form.
To assign agents to their respective group, complete these steps.
- From Setup, in the Quick Find box, enter Public Groups, select Health Verification Tier 1 Agents or Health Verification Tier 2 Agents, and then click Edit.
- Set the Search field to Users, enter the Agent’s name, and click Find.
- To add agents to the group you selected, select the agent name from the
Available Members list box, and click
Add.
The agent’s name is moved to the Selected Members list box.
- When you’re done assigning agents to the group, save your changes.
