---
schema_version: "1"
id: 751ee9f870b43bb2db23f8888fb37f5e9087db6c25b12f714fb4de06f4bc63f9
title: Manage Cases Related to Self-Service Appointments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/appointment_self_service_assign.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.appointment_self_service_assign.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a22b118d52fbc9d8b7621885a66aae4e01c3001bee797ce19830f9feaff77647
description: To efficiently resolve scheduling issues, you can create queues for cases related to self-service appointments. Set up rules that automatically route cases to the correct queue.
products:
  - Health
release: "264"
---
# Manage Cases Related to Self-Service Appointments

To efficiently resolve scheduling issues, you can create queues for cases related to self-service appointments. Set up rules that automatically route cases to the correct queue.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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                <p>Available in: Lightning Experience</p>
                <p style="margin-bottom:0;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Health
                  Cloud</p>
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        </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63930e70">User Permissions Needed</th>
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              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63930e70 ">To use Health Cloud</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63930e70 ">Health Cloud Foundation permission set</td>

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For example, suppose a patient who isn't registered with your Experience Cloud site books an appointment. Health Cloud doesn't have enough information to determine that patient's eligibility for benefits. Your queues and routing rules alert the team member who can provide the required information.

## Set Up Queues to Handle Self-Scheduled Appointment Cases

Create queues for the types of cases related to self-scheduling.

1. From Setup, in the Quick Find box, enter Queues, then select **Queues**.
2. Click **New**.
3. Give your queue a name. For example, Patient Appointment Request Queue.
4. Move the Case object from **Available Objects** to **Selected Objects**, specify the set of users that are allowed to retrieve records from the queue, and then save your changes.
5. Click **New** to create another queue.
6. Give your queue a name. For example, Benefit Verification Queue.
7. Move the Case object from **Available Objects** to **Selected Objects**, specify the set of users that are allowed to retrieve records from the queue, and then save your changes.

## Set Up Automatic Case Assignment for Self-Scheduled Appointment Cases

Set up rules that automatically route cases to the correct queue.

1. From Setup, in the Quick Find box, enter Support Settings, then select **Support Settings** under Service.
2. Specify a Default Case Owner and an Automated Case User, and then save your changes.
3. From Setup, in the Quick Find box, enter Case Assignment Rules, then select **Case Assignment Rules**.
4. Click **New**.
5. Give the rule a name. For example, **Self-Scheduled Appointment Case Rule**.
6. Select **Active**.
7. Click **Save**, and then click the rule you created.
8. Click **New** under **Rule Entries**.
9. Enter 1 for the **Sort Order**.
10. Use the dropdowns under **Field** to select **Case: Subject** | **Contains** | **Benefits Verification Request**.
    
    Make sure that the business process that generates benefits verification cases assigns this text to the Subject field.
11. Under **Select the user or queue to assign the case to**, select Queue and search for the Benefit Verification Request queue that you created.
12. If your organization has case teams to handle appointment management requests, specify them.
13. Click **Save**, then click **New** under **Rule Entries** again.
14. Enter 2 for the **Sort Order**.
15. Use the dropdowns under **Field** to select **Case: Subject** | **Contains** | **Appointment Scheduling Request**.
    
    Make sure that the business process that generates appointment scheduling cases assigns this text to the Subject field.
16. Under **Select the user or queue to assign the case to**, select Queue and search for the Appointment Scheduling Request queue that you created.
17. If your organization has case teams to handle appointment management requests, specify them, then save.

#### See Also

- [Set Up Queues](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&type=5&language=en_US)
- [Automate Case Processing with Rules](https://help.salesforce.com/s/articleView?id=service.automation_rules_queues_parent.htm&type=5&language=en_US)