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Support Pool Appointment Scheduling
Success team records determine which support pools are available for a given advising workspace and whether learners can book appointments directly.
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Education Cloud |
Success teams and Appointment Scheduler work together to connect learners with the right advisors. Success team records bridge your support pools (unassigned predefined case teams) to appointment availability by linking each team to a case record type.
An advisor must meet these requirements to be available for scheduling:
- Be a member of the associated predefined case team.
- Be configured as a service resource.
- Have a success team record that links a predefined case team to an advising case record type.
Schedule Appointments on Self-Service Portal
Set up success teams to determine which case teams are available for appointments. For learners to schedule appointments with a support pool through the self-service portal, turn on Allow Self-Scheduling on the success team record. When self-scheduling is turned off, staff can still schedule appointments with that support pool on the learner's behalf.
This setup makes sure that appointment availability aligns with each institution's advising model while preserving flexibility across support teams.
