Set Up Queue Management

Queue Management Release Information

Queue management was released with Student Success Hub 2.20.

To get queue management up and running in your org, complete the tasks in this article.

Unless otherwise noted at the beginning of the task, all setup tasks are required regardless of the version of Student Success Hub that you originally installed. If you don’t know which version you started with, see Keep Student Success Hub Up-to-Date.

Note The tasks required to set up queue management are listed here in the order in which you should complete them. Sometimes we link to other, standalone articles for detailed instructions.

Queue Management Prerequisites

If you're implementing queue management in conjunction with Support Pools, set up Support Pools first. Also, if you want students to be able to schedule appointments with support staff in an unassigned Support Pool, create a predefined case team.

We'll show you how to set up queue management assuming you're using them with Support Pools.

See Set Up Support Pools, Get Started with Support Models, and Set Up Success Teams

Set or Verify Object and Field Permissions for Queue Management

Review the required object accesses for queue management.

Set up access to these objects:

• Appointment

• Case

• Queue Topic Setting

• Queue Waiting Room Resource

• Role Topic Setting

• Support Pool

• Topic

• User Topic Setting

For the required queue management object and field permissions, see Configure Higher Ed Support Staff Permissions and Configure Student Permissions.

Configure Sharing Settings for Queue Management

Verify your default organization-wide sharing settings for the relevant objects.

• Case

• Queue Topic Setting

• Role Topic Setting

• Support Pool

• Topic

• User Topic Setting

For details, see Student Success Hub Sharing Settings.

Update the Status Field on the Case Object

Queue management uses a Support Queue Case record type to track student requests to meet with a support staff member. To move a Case through a queue, update the Status field on the Case object with new picklist values.

Student Success Hub provides Status values for moving Case records through a support queue in higher ed orgs. Here's how to create the values that Student Success Hub installs.

1. From the Object Manager in Setup, click Case.

2. Click Fields & Relationships, then Status.

3. In the Case Status Picklist Values list, click New.

4. Enter the Status values you want to use for your queuing cases.

   

   Note The values you specify here are used in the SSH Queuing Settings and other queue management configurations. If you want to use different values to align with your queue management process, that's no problem. You also don't have to set the statuses to a Closed value if that doesn't align with your process.

   We recommend the following.

   Queued

   The student has been added to the queue.

   Ready

   The support staff member is ready to meet with the student. The student is notified or called in the waiting room.

   Abandoned

   The student never showed after being notified that the support staff member was ready to meet. By default, this status is a Closed value.

   Referred

   The queuing Case is closed and an appointment was created. The student and support staff member are now meeting, or a future appointment has been scheduled. By default, this status is a Closed value. Depending on how you want to implement queue management, you might not want to make this a Closed value.

   Fulfilled

   The queuing Case is closed and the student's request is addressed. This value can be used when the Case doesn't result in an appointment—for example, when a student just wanted a copy of their transcript—or after an appointment when the support staff member confirms the student's issue is resolved. By default, this status is a Closed value.

5. Save your changes.
6. Edit the values, such as Fulfilled, that you want to set as Closed.

Create a Support Process for the Queue

To use queue management, create a support process that specifies the Case Status values used for queuing cases.

Student Success Hub provides a process, called Support Queue, that you can use as a starting point. However, it requires customization.

1. From Setup, search for and then select Support Processes.

2. Click the Support Queue support process name, if available. Otherwise, click New.

3. For a new process, enter a Support Process Name, such as Support Queue, and then click Save.

4. Move only the queuing Case Status values to the Selected Values list.

5. For the Default value, select Queued.

6. Save your changes.

Create the Support Queue Case Page Layout

Student Success Hub provides a Support Queue Case layout that you can use as is or customize. Learn how to create and assign the included layout.

1. From the Object Manager in Setup, click Case.

2. Click Case Page Layouts, then New.

3. For Page Layout Name, enter Support Queue Case Layout, then click Save.

4. Edit the standard buttons on the page to include only Edit and Change Owner.

5. Create sections on the page that contain these fields.

   Section	Fields
   Who Needs Assistance?	Contact Name, Student ID, Proxy, Proxy Name, Web Name, Web Email, Web Phone
   What Do They Need Help With?	Topic, Subtopic, Subject, Description
   Reporting & Administrative Details	Status, Priority, Support Pool, Case Origin
   System Information	Created By, Last Modified By

6. Remove Mobile Cards.

7. For Related Lists, include Activity History, Appointments, Notes, and Open Activities.

8. Save your changes.

   Now, assign the page layout to your support staff and System Administrator profiles.

9. On the Page Layouts page for the Case object, click Page Layout Assignment, then click Edit Assignment.

10. Select the support staff and System Administrator profiles you're using and then select the Support Queue Case Layout from the Page Layout to Use menu.

11. Save your changes.

Create the Support Queue Case Record Type

The Support Queue Case record type represents a student's request to meet with someone during walk-in hours or at a front desk, such as a one-stop center. When a student is added to a queue, a Case record is created using this record type. The Support Queue Case, or queuing case for short, tracks the student's progress through the queue. This queuing case might result in an appointment or it might be fulfilled more simply, for example, if the student just needs a copy of their transcript.

Student Success Hub provides the Support Queue Case record type. If you need to create it, here's how.

1. From the Object Manager in Setup, click Case.

2. Click Record Types, then click New.

3. For Record Type Name, enter Support Queue.

4. For Support Process, select Support Queue.

5. Select Active.

   Don't worry about enabling the record type for profiles. We'll do that in a moment.

6. Click Next.

7. Assign a page layout. Select the Support Queue Case Layout and apply it to all profiles.

8. Save your changes.

Configure the Support Queue Case Record Type for Profiles

Assign the Support Queue Case record type to the profiles of users who need to add students to queues.

For details, see Assign Record Types for Appointments and Portals to Profiles.

Create Lightning Record Pages for Queue Management

To let your support and front-desk staff work with queues, create Lightning record pages for Support Pools and Support Queue Cases. If you want to use queue management for an individual support staff member's walk-in hours, update the User record page, too.

Student Success Hub includes these Lightning record pages for you: Support Pool (for Support Pool records) and Support Queue (for Support Queue Case records). They use two custom components specifically for queue management: SSH Queue Quick Action and SSH Queue Case Actions.

The main elements for the pages are outlined below. If this is your first time creating a Lightning record page, see Additional Alert Setup for Earlier Versions. The steps documented there are more detailed and are similar to the pages mentioned below.

When you finish creating the pages, remember to activate them for the appropriate profiles and record types.

Support Queue Cases

Element	What to Specify
Type of page	Record Page
Label	Support Queue
Object	Case
Page Template	Header, Subheader, Right Sidebar
Top header region	Highlights Panel component
Subheader region	Path component Set the Format to Linear Select Hide path update button The Path component gives users a visual guide through the queue. Path uses the Case Status values you set up for queue management. Student Success Hub includes a Path for Support Queue Cases. Tip The Path component works best with one Closed status. If this doesn't work for your queue management process, you can remove the component from the page. If you need to create a Path manually, you can create one in Setup on the Path Setting page. See Guide Users with Path in Salesforce Help for more information. Here's what you'll need to set up a Path for queuing cases. Path Name: SSH Queue Case Status Object: Case Record Type: Support Queue Picklist: Status
Main region	Tabs component with these tabs and components: Details tab—Record Detail component (set as the Default Tab) Related tab—Related Lists component
Right sidebar	SSH Queue Case Actions component

Manage the SSH Queuing Settings

The SSH Queuing Settings in Custom Settings map your Support Queue Case record type and queuing Case Status values to the fields used in queue management.

1. From Setup, search for and then select Custom Settings.

2. Click Manage next to SSH Queuing Settings.

3. View the Default Organization Level Value settings and click Edit.

   

   Note For new installs, these settings are sometimes blank. If you don't see the Edit button, click New to auto-populate most fields with default values, then click Save. Then click Edit and proceed with the next steps. For a complete list of the settings, see Student Success Hub Custom Settings Reference.

4. For Support Queue Case Record Type, enter the Record Type Name (the API Name) for the Support Queue Case record type that you set up earlier.

5. For Support Queue Status fields, enter the values you defined earlier for the Status field on the Case object.

6. Save your changes.

   

   Note For information on the waiting room and check-in fields, see Set Up a Queue Waiting Room.

Configure Queue Topics and Subtopics

Queue management uses Topics and Subtopics that are stored in the Queue Topic Setting object.

Queue Topic Settings allow you to restrict the Topics that appear for specific Support Pools. So before you can start using queues, Set Up Appointment Topics.

Create a Queue

Learn how to complete setting up queue management.

Are you still with us? Congratulations, you made it to the last queue management setup task! It's finally time to create an actual queue so that support and front-desk staff can prioritize and assign queuing cases.

1. From Setup, search for and then select Queues.

2. Click New.

3. For Label, enter a name for your queue. For example, One-Stop Queue or Support staff member Walk-in Queue.

4. In the Supported Objects section, add Support Pool and Case to the Selected Objects list.

5. In the Queue Members section, add the users you want to manage the queue.

6. Save your changes.