Configure Referrals

The Referrals feature was released in Case Management version 1.14 (8/18/2020). If you started using Case Management before that date, or if the feature isn't configured in your org, complete these required set up steps.

If you already have Referrals in your org, you can skip this setup. If you plan to use Intakes, also complete the required setup in Configure Intakes.

First, assign referral record types to profiles to ensure that users can see Inbound Referral and Outbound Referral fields in Cases.

1. Click , then click Setup.

2. In the Quick Find box, enter Profiles, then click Profiles.

3. Click a profile name.

4. Click Object Settings.

5. Click Cases.

6. Click Edit.

7. Find Case: Record Types and Page Layout Assignments.

   1. Next to Inbound Referral, select the Inbound Referral Page Layout Assignment, then select Assigned Record Types. Click OK to confirm your selection.

   2. Next to Outbound Referral, select the Outbound Referral Page Layout Assignment, then select Assigned Record Types.

8. Click Save.

9. Repeat as needed for additional profiles.

Next, add Case Management to the names of the Inbound Referrals, Outbound Referrals, and Incidents List Views.

1. Click the Cases tab.

2. Select the Inbound Referrals List view.

3. Click List View Controls , then click Rename.

4. In the List name, enter Case Management: before Inbound Referrals.

5. Click Save.

6. Repeat for the Outbound Referrals and Incidents List Views.

Then, add Case Record Types to the Cases related list on Contacts.

1. Click , then click Setup.

2. Click Object Manager.

3. Click Contact.

4. Click Page Layouts.

5. Click Case Management Layout.

6. Find the Cases related list.

7. Click the wrench icon.

8. Select Case Record Type in the Available Fields list and click Add.

9. Click OK.

10. Click Save

Finally, if you plan to use Intakes, also complete the required setup in Configure Intakes.