Set Up Appointment Data Manually

Configure Operating Hours for Service Territories

Operating hours are required when you create service territories. However, Salesforce Scheduler for Education Cloud uses shifts rather than operating hours to determine staff member availability. Shifts allow for more flexibility such as multiple locations.

See Also:

• Create Operating Hours in Salesforce Scheduler

• Create Shifts in Salesforce Scheduler

Create Service Resources for Your Staff

Create service resources to store staff information, and to relate staff members with service territories and appointment types.

Although you already represent your staff members as users, and contacts or person accounts, model them as service resources to make them available for appointments.

Note Similarly to user records, you can't delete service resources. To exclude staff members from appointment scheduling, deselect the Active check box on their service resource record. Deactivating their user record also deactivates the service resource record.

See Also:

• Create Service Resources in Salesforce Scheduler

• Guidelines for Managing Service Resources in Salesforce Scheduler

Create Service Territories for Education Cloud

Set up service territories to group appointments by common characteristics. A service territory is usually a high-level shared location such as a campus.

To include on a service territory record the actual location where staff members take appointments, make sure to configure that location when you set up your institution. The Service Territories related list on a service resource's record page shows all service territories that that service resource belongs to.

See Also:

• Create a Service Territory

• Model Your Campus

Create Engagement Channel Types for Education Cloud

Create engagement channel types such as in-person or phone that your staff uses to connect with learners.

See Create Engagement Channel Types.

Create Appointment Topics for Education Cloud

Configure work type groups to represent appointment topics such as academic advising. Then, relate a case team role to a work type group via a work type group role.

Create standalone, unrelated appointments topics, or structure them in a hierarchy. If you set up the latter, create the parent topics first.

1. From the App Launcher, find and select Work Type Groups.
2. Click New.
3. Enter a name.
4. Leave the group type to Default.
5. Select Active.
6. If the topic is the subtopic to another topic, select its parent topic.
7. Populate other fields as needed, and then save your changes.
8. On the new work type group, click Related.
9. Click New in the Work Type Group Role section.
10. Enter the case team role related to the appointment topic, and then save your changes. See Automate Case Creation and Assignment.
11. To assign multiple roles to the topic, repeat steps 9–10 for each role. For example, an admissions work type group can include an admissions counselor and financial advisor roles.
12. Save your changes.

Create Topic Templates for Education Cloud

Configure work types to represent appointment details that serve as templates. Work types enable you to save time and makes it easier to standardize appointment scheduling.

After you create work types, assign them to appointment topics (work type groups), engagement channel types, and service territories. Education Cloud uses these mappings to filter the appointment topics to show to learners. For example, limit topics by:

• Engagement channels: Sensitive topics for in-person appointments only.
• Locations: Longer appointments for the office closest to the staff member’s home.
• Skills: Required expertise for advanced topics.

To create topic templates:

1. From the App Launcher, find and select Work Types.
2. Click New.
3. Enter a name, an estimated duration, and a duration type.
4. If needed, specify whether the template is for drop-ins or scheduled appointments. From the Appointment Category dropdown, choose one of these options:
   • Select a category.
   • Click New Appointment Category, populate the required fields, and then save your changes. Repeat these steps for all your appointment categories.

   When Salesforce filters the available drop-in slots, it excludes topics whose work type relates to a scheduled category or with no category.

5. Populate other fields as needed, and then save your changes.
6. On the new work type, click Related.
7. Click New in the Work Type Group Member section.
8. Select a work type group, and then save your changes.
9. Click New in the Engagement Channel Work Type section.
10. Select an engagement channel type, and then save your changes. If you select multiple channels and configure drop-ins, Salesforce only shows drop-in time slots for in-person shifts.
11. Click New in the Service Territory Work Types section.
12. Select a service territory, and then save your changes.
13. If you assigned skills to service resources and want Salesforce to consider skills when filtering bookable staff, click New in the Skills Requirements section. See Assign Skills to Service Resources in Salesforce Scheduler.
14. Select the service resource’s skills, and then save your changes.

See Create Work Types in Salesforce Scheduler.

Create Shifts for Your Staff

Configure flexible shifts for your staff for easy scheduling, and assign one or more appointment topics to those shifts.

After you create shifts, we recommend that you review the shifts on the staff member's profile. This verification ensures that your learners see accurate time slots on the self-service portal, especially for drop-in availability.

See Also:

• Create Shifts in Salesforce Scheduler

• Considerations for Shifts

• Create Appointment Topics for Education Cloud

• Create Engagement Channel Types