Set Up a Queue Waiting Room

Learn About Queue Waiting Rooms

Queue waiting rooms allow support staff members, front-desk staff, and one-stop centers to manage the flow of walk-ins.

Is your front-desk staff tired of using a beat-up notepad and a dried-up ballpoint pen to manage students lining up for walk-in appointments? We've got a solution for that!

Queue waiting rooms use two objects.

1. The Facility object (in the Education Data Architecture package) represents the waiting room's location. Alternatively, you can use your own custom object.

2. The Queue Waiting Room Resource object in Student Success Hub represents the resources (individual support staff member Users or Support Pools) whom students are waiting to see.

The other aspect of queue waiting rooms is a simple Experience Cloud site—separate from the student portal—that's accessed on a tablet or kiosk device by unauthenticated users. The site lets students and their proxies check in to a Support Pool or support staff member's queue waiting room. Checking in creates a Support Queue Case record with the Status of Queued (if you're using the recommended statuses in Set Up Queue Management). The support or front-desk staff member manually verifies the student's identity, and then moves the student's Support Queue Case record through the queue.

Student Success Hub installs a sample queue waiting room that uses the Facility object for the waiting room location and the Campus One-Stop Support Pool for the queue waiting room resource.

Queue Waiting Rooms Release Information

The Queue Waiting Room Resource object and some related custom settings were released in Student Success Hub 2.23; additional settings and configurations were released in Student Success Hub 2.29 and 2.30.

To get queue waiting rooms up and running, complete the tasks in this article in the order presented.

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.

Queue Waiting Rooms Prerequisites

Queue waiting rooms build on queue management functionality, which in turn builds on Support Pools.

Before setting up a queue waiting room, make sure you've already set up Support Pools and queue management. See Set Up Queue Management for everything you need to do before continuing.

Set or Verify Object and Field Permissions for Queue Waiting Rooms

Queue waiting rooms require that support staff members (and Student Success Hub admins) have access to the object being used to represent the waiting room—either Facility or a custom object—and to the Queue Waiting Room Resource object.

For the required Facility and Queue Waiting Room Resource permissions, see Configure Higher Ed Support Staff Permissions.

Students don't need object or field permissions to use queue waiting rooms. (You will need to set permissions for the public queue waiting room site, but we'll do that when we build the site later.)

Configure Sharing Settings for Queue Waiting Rooms

Verify your default organization-wide sharing settings for the Facility object and the Queue Waiting Room Resource object.

See Student Success Hub Sharing Settings and Student Success Hub Sharing Settings.

If you're using a custom object to represent the waiting room, configure its sharing settings as documented for the Facility object.

Configure SSH Queuing Settings for Queue Waiting Rooms

Queue waiting rooms use a number of SSH Queuing Settings. Some are used to define the waiting room object while others are used by the Lightning components in the queue waiting room site for self check-in.

Student Success Hub configures most of these queuing settings for you.

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

2. Click Manage next to SSH Queuing Settings and then click Edit.

3. Specify the fields that define the waiting room object.

   Waiting Room Object

   Identifies the object being used to represent the waiting room. Enter the API name of the object. We recommend using the default, hed__Facility__c, which is the EDA Facility object.

   Waiting Room Resource Lookup Field

   Connects the waiting room object to the Queue Waiting Room Resource object. Specify the API name of the field on the Queue Waiting Room Resource object that looks up to the waiting room object. The default, WaitingRoom__c, looks up to Facility hed__Facility__c.

4. Next, specify the fields that define the text that appears in the queue waiting room Lightning components on the site.

   Waiting Room Display Name

   Specify the API name of the field used to represent the name of the waiting room. The default, Name, uses the value in the Facility Name field on the Facility object. The Waiting Room Display Name appears at the top of the queueWelcomeBanner component in the heading, "Welcome to [Waiting Room Display Name]!" If Waiting Room Display Name is blank or misconfigured, the banner just says, "Welcome!"

   

   Tip To ensure that the welcome banner reads properly, consider including the word "the" at the beginning of the Waiting Room Display Name value, or make it a possessive. For example, if the Waiting Room Display Name is just "Career Services Waiting Room," the banner will read, "Welcome to Career Services Waiting Room!" Instead, make the display name "the Career Services Waiting Room," so that the banner reads, "Welcome to the Career Services Waiting Room!"

   Waiting Room Description

   Specify the API name of the field used to represent the description of the waiting room. The default, hed__Description__c, uses the value in the Description field on the Facility object. The Waiting Room Description appears under the Waiting Room Display Name in the queueWelcomeBanner component. If Waiting Room Description is blank or misconfigured, no description text appears.

   Waiting Room Instructions

   Specify the API name of the field used to represent the message that appears when a student has successfully checked in to the waiting room. If you configure a field to display the instructions, they appear on the final page of the check-in process under the text, "You're Checked In."

   

   Important

   • There's no Facility field that can easily be used for Waiting Room Instructions, so add a custom field for this purpose before you configure the Waiting Room Instructions custom setting. For more information, see Create Custom Fields in Salesforce Help.

   • If you're using a custom object for your queue waiting room, make sure it includes fields that map to each of these settings.

   • Student Success Hub does not configure Waiting Room Instructions. By default, the field is blank.

5. Finally, if you want to collect additional student information during queue waiting room check-in, enable any of these optional fields. (By default, Student Success Hub selects them all.)

   Show Student ID for Self Check-In

   Select to display the Student ID field so that students can enter their student ID number when they join a waiting room.

   Show Phone for Self Check-In Notifications

   Select to display the Phone field so that students can provide a phone number where they can be reached by voice or text when it's their turn to be seen.

   Show Email for Self Check-In Notifications

   Select to display the Email field so that students can provide an email address where they can be reached when they're at the top of the queue.

   

   Note Student Success Hub doesn't currently offer any automation for queue waiting room notifications. Staff members who are managing the queue waiting room can call, text, or email the student when they change the Case status to Ready, indicating the student is up next. Alternatively, you can integrate with a third-party notification system.

6. Save your changes.

Create the Facility Page Layout

To let support and front-desk staff quickly access a queue waiting room's resources, add the Queue Waiting Room Resources related list to Facility (or your custom object) record pages.

Student Success Hub provides a Facility page layout that you can use for queue waiting rooms: Facility Layout. Here's how to create and assign it if you need to.

1. From Setup, in Object Manager, click Facility.

2. Click Page Layouts, then click New.

3. Click the Existing Page Layout menu and choose HEDA Facility Layout. Then, name your new layout Facility Layout and click Save.

4. Remove all Standard Buttons from the page except Edit.

5. In the Information area of the page, include only these fields: Facility Name, Parent Facility, Account, Facility Type, Capacity, and Description.

6. In the System Information area of the page, include only these fields: Created By and Last Modified By.

7. Click Related Lists in the palette and drag Queue Waiting Room Resources to the Related Lists section of the page. (You should have four related lists: Queue Waiting Room Resources, Facilities, Course Offerings, and Course Offering Schedules.)

8. Click the wrench icon for the Queue Waiting Room Resources related list to open its properties.

9. Drag the Support Pool and User fields to the Selected Fields.

10. Click OK, then click Save.

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

11. On the Page Layouts page for the Facility object, click Page Layout Assignment, then click Edit Assignment.

12. Select the support staff and System Administrator profiles you're using and then select the Facility Layout from the Page Layout to Use menu.

13. Save your changes.

Update the Support Queue Case Page Layout

Update the Support Queue Case page layout to include several fields used with queue waiting room self check-in.

Student Success Hub provides a Support Queue Case page layout that includes the fields you need for queue waiting room self check-in.

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

2. Click Case Page Layouts, then click Support Queue Case Layout.

3. Make sure the Status and Case Owner fields are in the Case Information section of the page.

4. Add these fields to the layout if they're not there already.

   • Description, which displays the content from the Comments field of the queue waiting room self check-in form

   • Proxy, which indicates whether the attendee is a proxy for the student

   • Proxy Name, which is the Proxy Name on the queue waiting room self check-in form

   • Student ID, if you're asking for Student ID on the queue waiting room self check-in form

   • Web Email, which is the Email provided for queue waiting room self check-in notifications

   • Web Name, which is the Student Name on the queue waiting room self check-in form

   • Web Phone, which is the Phone provided for queue waiting room self check-in notifications

5. Save your changes.

Create or Update the Queue Waiting Room Resource Page Layout

Student Success Hub provides a Queue Waiting Room Resource page layout called Queue Waiting Room Resource Layout. Learn how to create and assign it.

1. From Setup, in Object Manager, click Queue Waiting Room Resource.

2. Click Page Layouts, and then click New.

3. For Page Layout Name, enter Queue Waiting Room Resource Layout, and then click Save.

4. Edit the Standard Buttons on the page to include only Edit.

5. Add a one-column section under the Standard Buttons and call it Information.

6. Add the Waiting Room, User, Support Pool, and Sort Order fields to the Information section.

7. Create another one-column section, place it under Information, and call it System Information.

8. Add the Created By and Last Modified By fields to the System Information section.

9. Save your changes.

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

10. On the Page Layouts page for the Queue Waiting Room Resource object, click Page Layout Assignment, then click Edit Assignment.

11. Select the support staff and System Administrator profiles you're using and then select the Queue Waiting Room Resource Layout from the Page Layout to Use menu.

12. Save your changes.

Update the Support Pool Page Layout for Students

The Support Pool Layout - Student page layout provided by Student Success Hub includes the Photo URL field.

If desired, you can display a photo next to a Support Pool's name in the queue waiting room check-in process. To do so, first add the Photo URL field to the Support Pool page layout used in your student portal.

1. From Setup, in Object Manager, click Support Pool.

2. Click Page Layouts, then click Support Pool Layout - Student.

3. Drag the Photo URL field to the Information section of the Support Pool Detail layout.

4. Save your changes.

Then, add a photo to a Support Pool record by specifying the Photo URL.

1. In the Student Success Hub app, select Support Pools from the app navigation menu.

2. Select the Support Pool for which you're adding a photo.

3. Click the pencil icon next to Photo URL and enter the URL where the photo is stored.

The photo at the URL appears on the page when students choose to join the Support Pool's queue waiting room.

Create a Queue Waiting Room (Facility) Record

Create a Facility (or custom object) record for your queue waiting room.

1. In the Student Success Hub app, select Facilities from the app navigation menu.

   

   Note If you don't see Facilities in the menu, scroll to the bottom, click Edit, and then click Add More Items. Select Facilities and then click Add 1 Nav Item. Then, click Save.

2. Click New.

3. Enter a Facility Name, for example, Campus One-Stop.

4. Enter any other details for the item, such as the Description.

5. Save your changes.

Create a Queue Waiting Room Resource Record

Create one or more Queue Waiting Room Resource records for your queue waiting room that link the available Support Pools or Users to the waiting room's Facility (or custom object) record.

1. On the record page for the Facility you just created, click Related.

2. In the Queue Waiting Room Resources related list, click New.

3. Specify the fields for the new record.

   Waiting Room

   The waiting room associated with the queue record. In this example, the related Facility record, Campus One-Stop, is selected by default.

   Support Pool

   The Support Pool that's available to meet with students in the queue at the waiting room location. The Support Pool must have a queue as its owner.

   User

   The support staff member User who's available to meet with students in the queue at the waiting room location.

   

   Note You must choose a Support Pool or a User. You can't choose both.

   Sort Order

   When multiple resources are available in a waiting room, the Sort Order determines how the member cards appear on the page when students check in. If Sort Order is blank for all resources, Support Pools appear first, then Users, both ordered alphabetically by first name. If only some records have a Sort Order, those appear first in ascending numerical order, followed (alphabetically) by records without a specified Sort Order.

4. Save your changes.

Build the Queue Waiting Room Site

A queue waiting room site consists of a Home page that lists your Facility (or custom object) waiting room records. The record detail page for each Facility contains only the Lightning components that enable the check-in process: SSH Queue Welcome Banner and SSH Queue Self Check-In.

There should be no other pages, no search, no tabs, and no navigation on the site. In fact, for security and trust, it's important not to add anything else.

1. From Setup, search for and then select All Sites.

2. Click New.

3. Select the Build Your Own (Aura) template.

4. Click Get Started, enter a Name and URL for the site, and then click Create.

5. When the site is created, click Builder in the Workspaces view.

6. On the Home page, delete the placeholder Let's Get Started component.

7. Click and drag the Record List component to the Content region of the page.

8. In the component's Properties pane, for Object Name, choose Facility.

9. Choose Compact from the Layout menu to minimize page functionality.

   Now, customize the Record Detail page to use the queue waiting room Lightning components.

10. Click the Pages menu and select Record Detail.

11. Delete the Record Banner and Record Information Tabs components.

12. Click the and drag the SSH Queue Welcome Banner component to the Content Header region of the page.

13. Drag the SSH Queue Self Check-In component under the welcome banner.

    Stop there. Don't publish the site yet. You can preview it, but you won't see much because first you have to configure access to it.

Configure Access to the Queue Waiting Room Site

Designate your queue waiting room site as public and configure it with the appropriate permissions and members.

1. In the Builder workspace for your queue waiting room site, click .

2. On the General tab, select Public can access the site and then go to Setup by clicking the profile name under Guest User Profile.

   Start by putting all of the required permissions in a Permission Set.

3. Select Permission Sets in the Setup menu.

4. Click New and create a Permission Set.

   • For Label, use an intuitive name such as Waiting Room Site Guest.

   • For Description, enter Permissions to access the public queue waiting room from the site.

   • For License, choose None.

   • Save the Permission Set.

5. In Object Settings for the Permission Set, enable access to these objects and fields.

   

   Note Read and/or Edit access to other fields on these objects may also be enabled.

   • Cases: Create access to the object and Edit access to the Support Pool, Description, Location, Proxy, Proxy Name, Student ID, Subtopic, Topic, Web Email, Web Name, and Web Phone fields

   • Events: Read access to the Type field

   • Facilities (or your custom waiting room object): Read access to the object and to the Description and Display Name fields. Also, set the Tab Settings to Available and Visible.

   • Queue Topic Settings: Read access to the object

   • Queue Waiting Room Resources: Read access to the object and to the Support Pool, Sort Order, User, and Waiting Room fields

   • Role Topic Settings: Read access to the object

   • Support Pools: Read access to the object and to the Description and Photo URL fields

   • Topics: Read access to the object and to the Label, Parent Topic, and Sort Order fields

6. In Apex Class Access for the Permission Set, enable access to these Apex classes: FeatureGateController, JoinCheckinQueueController, and QueueSelfCheckInController.

7. In System Permissions for the Permission Set, enable Access Activities.

   Now assign your Permission Set to your site's guest user.

8. On your Guest User Profile page, click View Users and then click the Full Name of the user.

9. Under Permission Set Assignments, click Edit Assignments.

10. Add your Waiting Room Site Guest Permission Set to the list of Enabled Permission Sets and save your changes.

    Next, configure the minimum access required to the records used by the queue waiting room. By default, org-wide defaults for Experience Cloud site guest users are Private for all objects, so create sharing rules to extend them.

11. Search for and select Sharing Settings.

12. Create sharing rules to extend access to the Facility (or your custom waiting room object), Queue Waiting Room Resource, Support Pool, and Topic records used by the queue waiting room.

    • For Rule Type, choose Guest user access, based on criteria

    • For Criteria, specify what makes sense for your waiting room

    • For Share with, choose your site guest user

    • For Access Level, choose Read Only

    Hang in there, you're almost done. Next, configure your support staff User site members.

13. Make sure that all support staff Users who are a Queue Waiting Room Resource are members of the site (so their names, photos, and availability are accessible). See Manage Your Student Portal.

14. From the Administration workspace, go to the Preferences page and select See other members of this site.

15. Finally, preview, test, and activate the site.

Tip For security, limit the IP range of your queue waiting room site to those of your college campus.