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Set Up Appointment Data by Using Manage Appointments

Appointment scheduling requires configuring several foundational elements. Set up these elements to provide simplified, intuitive guidance to administrators and advisors for managing appointments within Education Cloud.

Required Editions

Editions Needed
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Education Cloud
User Permissions Needed
To prepare the appointment scheduling elements: Education Cloud Full Access permission set

Before you begin, set up manage appointment components.

  1. From the App Launcher, find and select Manage Appointments.
  2. Configure these elements.
    Elements Purpose
    Engagement Channels Define how advisors connect with learners (e.g., phone, video).
    Appointment Categories Determine whether an appointment is scheduled or a drop-in.
    Operating Hours Define the time boundaries for service territories used to manage advisors.
    Territories Define the geographic or organizational locations where your advisors work.
    Success Teams Define case team records that learners can schedule appointments with.
    Staff Members Relate staff to service territories and appointment availability.
    Appointment Topics Define the subject or reason a student can book an appointment for.

Create Engagement Channels

Create engagement channels that your staff uses to meet learners.

  1. Under Configure, select Engagement Channels.
  2. On the Engagement Channels page, click New.
  3. Enter a name for the engagement channel.
  4. Select a contact point type.
  5. Select Active.
  6. Save your changes.

Create Appointment Categories

Create appointment categories whether an appointment is a drop-in appointment or a scheduled one.

  1. Under Configure, select Appointment Categories.
  2. On the Appointment Categories page, click New.
  3. Enter a name for the appointment category.
  4. Select whether an appointment is a drop-in appointment, a regular appointment, or a group appointment.
  5. Save your changes.

Create Operating Hours

Configure the operating hours to determine staff member availability.

  1. Under Configure, select Operating Hours.
  2. On the Operating Hours page, click New.
  3. Enter a name.
  4. Select a time zone.
  5. Save your changes.

Create Territories

Create territories where your staff takes appointments.

  1. Under Configure, select Territories.
  2. On the Territories page, click New.
  3. Enter a name for the territory.
  4. If your territory is part of a larger territory, select a parent territory, if needed.
  5. Select operating hours for the territory, which indicate when appointments within the territory take place.
  6. Select Active to be able to add members to the territory or associate it with appointments.
  7. Enter an address.
  8. Save your changes.

Create Success Teams

Set up success teams to determine which case teams are available for appointments.

  1. Under Configure, select Success Teams.
  2. On the Success Teams page, click New.
  3. Enter a name for the team.
  4. Select the record type of the case teams that you want to make bookable.
  5. Enter the predefined case team that represents the case team.
  6. To let learners schedule appointments with the case team through the self-service portal, select Allow Self-Scheduling.
  7. Select the account for your institution's department that’s related to the success team, if needed.
  8. To turn on the success team record, select Is Active.
  9. Save your changes.

Create Staff Members (Service Resource)

Add staff members available for appointments.

Before you begin:

  • Create users
  • Create territories
  1. Under Manage, select Staff Members.
  2. On the Staff Members page, click New.
  3. Enter a name and select a user.
  4. Select Active so that you can assign the staff member to appointments.
  5. Click Next.
  6. Select a service territory.
  7. Select a territory type to indicate whether the territory is a primary or secondary territory for the staff member.
    The primary territory is where the staff member works most often. Secondary territory is a territory where the staff member can be assigned, if needed. A staff member can have more than one secondary territory but only one primary territory.
  8. Select the start and end date and time when the staff member is available. This helps find staff members who work in the correct territories and within the specified hours.
  9. Select the territories the staff member is available
  10. If a staff member can work in multiple territories, click Add Territories to assign a primary and secondary service territory location. Your planners can then schedule members in both territories.
  11. Save your changes.

Create Appointment Topics

Configure work type groups to create appointment topics that you can assign to appointments.

Before you begin:

  • Create users
  • Create territories
  • Create appointment categories
  • Create engagement channels
  1. Under Manage, select Appointment Topics.
  2. On the Appointment Topics page, click New.
  3. Enter a topic (work type group) name.
  4. Leave the group type to Default.
  5. Select Active so that you can select this topic for appointments..
  6. Populate the appointment details, such as estimated duration, duration type
  7. Select the appointment category, whether it’s for drop-in or scheduled appointment.
  8. Select the appointment engagement channels. You can also select if all engagement channels are supported.
  9. Select territories for the appointment.
  10. Select the case team role related to the appointment topic. For example, an admissions topic can include an admissions counselor and financial advisor roles. See Automate Case Creation and Assignment.
  11. Save your changes.

When you create an appointment topic, a work type group record and a work type record are automatically created.

To avoid issues with appointment scheduling, create no more than 4,000 appointment topics.