--- schema_version: "1" id: 7f2b2205f244213c8e4660d328d0bcee8790a089b40e4f94f89c4d51b40bf937 title: Set Up Queue Management collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_setup_queue.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: e3934ac935da0bbf297c9ecec6b464bf8de23e750f66898e198ecb94a9ec17d0 description: Complete these tasks to get queue management up and running in your Student Success Hub org. products: - Nonprofit - Education release: "264" --- # Set Up Queue Management Complete these tasks to get queue management up and running in your Student Success Hub org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_note.png) Note Requires a Customer Community Plus or Customer Community Plus Login license, such as through Experience Cloud for Learner Success. - **[Queue Management Release Information](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** Queue management was released with Student Success Hub 2.20. - **[Queue Management Prerequisites](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** 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. - **[Set or Verify Object and Field Permissions for Queue Management](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** Review the required object accesses for queue management. - **[Configure Sharing Settings for Queue Management](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** Verify your default organization-wide sharing settings for the relevant objects. - **[Update the Status Field on the Case Object](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** 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. - **[Create a Support Process for the Queue](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** To use queue management, create a support process that specifies the Case Status values used for queuing cases. - **[Create the Support Queue Case Page Layout](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** 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. - **[Create the Support Queue Case Record Type](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** 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. - **[Configure the Support Queue Case Record Type for Profiles](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** Assign the Support Queue Case record type to the profiles of users who need to add students to queues. - **[Create Lightning Record Pages for Queue Management](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** 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. - **[Manage the SSH Queuing Settings](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** 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. - **[Configure Queue Topics and Subtopics](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** Queue management uses Topics and Subtopics that are stored in the Queue Topic Setting object. - **[Create a Queue](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5)** Learn how to complete setting 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_keep_up_to_date.htm&release=264.0.0&type=5 "Stay informed about Salesforce.org product updates and release schedule."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_note.png) 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5 "Complete these tasks to get Support Pools up and running in your Student Success Hub org."), [Get Started with Support Models](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5 "Learn the many ways that Student Success Hub helps you support students."), and [Set Up Success Teams](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_success_teams.htm&release=264.0.0&type=5 "Complete these tasks to get success teams up and running in your Student Success Hub org.") ## 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_security_perms_staff_hed_configure.htm&release=264.0.0&type=5 "Give higher ed support staff the object and field permissions they need to work in Student Success Hub.") and [Configure Student Permissions](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_security_perms_student_hed_configure.htm&release=264.0.0&type=5 "Give students the object and field permissions they need to use Student Success Hub from the portal."). ## 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_sharing_settings.htm&release=264.0.0&type=5 "Review and edit the org-wide default sharing settings for the objects that Student Success Hub uses."). ## 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_note.png) Note The values you specify here are used in the [SSH Queuing Settings](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5 "Complete these tasks to get queue management up and running in your Student Success Hub org.") 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5 "Complete these tasks to get queue management up and running in your Student Success Hub org.") 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_security_record_types_appts_portals.htm&release=264.0.0&type=5 "Assign record types to support staff and student profiles for using appointments and portals in Student Success Hub orgs."). ## 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_reference_alerts_earlier.htm&release=264.0.0&type=5 "Complete these Alert setup tasks if you originally installed Student Success Hub 1.7 or earlier."). 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 Pools

Element

What to Specify

Type of page

Record Page

Label

Support Pool

Object

Support Pool

Page Template

Header and Right Sidebar

Top header region

Highlights Panel component

Main region

Tabs component with these tabs and components:

  • Details tab—Record Detail component

  • Related tab—Related Lists component

Right sidebar

SSH Queue Quick Add component

### 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
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

### Users To use queue management for an individual support staff member, edit the standard Lightning record page for Users and add the **SSH Queue Quick Add** 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_note.png) 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_reference_custom_settings.htm&release=264.0.0&type=5 "Review the SSH Hierarchy Settings and SSH Queuing Settings in Custom Settings."). 4. For Support Queue Case Record Type, enter the Record Type Name (the API Name) for the [Support Queue Case record type](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5 "Complete these tasks to get queue management up and running in your Student Success Hub org.") 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue.htm&release=264.0.0&type=5 "Complete these tasks to get queue management up and running in your Student Success Hub org."). 6. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_note.png) Note For information on the waiting room and check-in fields, see [Set Up a Queue Waiting Room](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_queue_waiting_rooms.htm&release=264.0.0&type=5 "Complete these tasks to get a queue waiting room up and running in your Student Success Hub org."). ## 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_appt_topics.htm&release=264.0.0&type=5 "Complete these tasks to get appointment topics up and running in your Student Success Hub org."). ## 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.