--- schema_version: "1" id: 19f409be47d5b30b1c1928902f85855e30ff48ab2e75b4f079983557afcbe2ea title: Get Started with Support Models collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_setup_support_models.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: b46685207658fafe987d7694a62af346ea3bc415053871711516c0147e184d3c description: Learn the many ways that Student Success Hub helps you support students. products: - Nonprofit - Education release: "264" --- # Get Started with Support Models Learn the many ways that Student Success Hub helps you support students. - **[Learn About Support Models](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5)** Whether you're a K-12 district, a small college, or a large university, Student Success Hub offers a variety of support models to allow you to serve students' needs. Understanding the different models and how they work can help you determine which models to implement at your school or institution. - **[Success Teams](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5)** A success team is a group of individuals who support students and help them succeed. In a K-12 school, success teams may include teachers, counselors, social workers, and other support staff. In higher ed, success teams may include faculty members, academic advisors, career coaches, financial aid counselors, and other support staff. - **[Support Pools](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5)** A Support Pool is a group of individuals who provide support to students around a specific function, such as college readiness, career services, or financial aid. Support Pools can be assigned or unassigned. - **[Queue Management](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5)** Queues are a way to manage students who drop by for unscheduled appointments with either a support staff member or an unassigned Support Pool member. To use queue management in Student Success Hub, assign a Queue as the Owner of a Support Pool record. Queue management is only available in orgs that are licensed and configured for student users and Experience Cloud sites. - **[Case Team Terminology Explained](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_models.htm&release=264.0.0&type=5)** While describing success teams, Support Pools, and queue management, we used a couple of terms that require further explanation. ## Learn About Support Models Whether you're a K-12 district, a small college, or a large university, Student Success Hub offers a variety of support models to allow you to serve students' needs. Understanding the different models and how they work can help you determine which models to implement at your school or institution. ## Success Teams A success team is a group of individuals who support students and help them succeed. In a K-12 school, success teams may include teachers, counselors, social workers, and other support staff. In higher ed, success teams may include faculty members, academic advisors, career coaches, financial aid counselors, and other support staff. Success teams consist of individuals who are assigned to specific students. Success teams can also include predefined case teams, which are small groups of people assigned to students. Whenever we talk about an assigned support staff member, we simply mean someone who's on a student's success team. Support staff manage success team membership in the Student Success Hub app. In orgs that are licensed and configured for student users and Experience Cloud sites, students communicate and schedule appointments with their success team members by using the portal. A success team is related to a student's Student Record Case. Success team functionality is similar to and based on Salesforce case teams, so we use the terms _success team_ and _case team_ interchangeably. In fact, Student Success Hub defines success team roles by using Salesforce case team roles. To set up success teams, define case team roles that support staff can choose when adding a success team member to a Student Record Case. If desired, also create predefined case teams so that support staff can quickly add a group of people to a student's success team. Finally, assign individual members and predefined case teams to success teams. For more information, see [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."). ## Support Pools A Support Pool is a group of individuals who provide support to students around a specific function, such as college readiness, career services, or financial aid. Support Pools can be assigned or unassigned. Assigned Support Pools are for groups or departments that work collectively to support a specific student. Such Support Pools don't have Support Pool records. Configure assigned Support Pools as predefined case teams that are assigned to a student's success team. Unassigned Support Pools use the custom Support Pool object and are only available in orgs that are licensed and configured for student users and Experience Cloud sites. Unassigned Support Pools use predefined case teams that serve the general student population. Departments such as Career Services and Financial Aid are often represented as unassigned Support Pools in Student Success Hub. By using the portal, students can schedule appointments with any member of the unassigned Pool who has availability. You can optionally use unassigned Support Pools in combination with success teams. To set up unassigned Support Pools, create a predefined case team for each department and then create a corresponding Support Pool record. Then, customize the Pool record to allow students to schedule appointments with Pool members by using your student portal. For more information, 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.") and [Set Up Support Pools for Your Portal](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools_portal.htm&release=264.0.0&type=5 "Give students a way to schedule appointments with Support Pools from a record detail page in the portal."). ## Queue Management Queues are a way to manage students who drop by for unscheduled appointments with either a support staff member or an unassigned Support Pool member. To use queue management in Student Success Hub, assign a Queue as the Owner of a Support Pool record. Queue management is only available in orgs that are licensed and configured for student users and Experience Cloud sites. Queue management is ideal for one-stop centers and support departments with a front desk and waiting room. When a student arrives, the support staff or front-desk staff can use a Support Queue Case record to log the student's request to meet someone. Sometimes a queue Case results in an appointment. Other times, support staff can fulfill the Case in a more simple manner. For example, when the student just needs a copy of their transcript. Support staff or front-desk staff track a student's progress through the queue by updating the Support Queue Case's Status field. You can use queue management for individuals or for groups of users. When used with Support Pools, which is a common support scenario, queues use appointment Topics and Subtopics that are specific to the support department or group. Before setting up queue management, consider the entire support model that you plan to implement. Here are some options.
Model Student and Staff Experience Create a Predefined Case Team? Create a Queue? Create a Support Pool?
Unassigned Support Pool and Queue Management

Students can schedule appointments with members of the Support Pool from the portal.

AND

The same Support Pool members cover the front desk or walk-ins.

Yes

Include the support staff with whom students can schedule appointments in the portal.

Yes

Include the same support staff members.

Yes

For Case Team Name, enter the Predefined Case Team name.

For Owner, select the Queue.

Unassigned Support Pool and Queue Management

Students can schedule appointments with members of the Support Pool from the portal.

AND

Only some Support Pool members (or a different group of users) cover the front desk or walk-ins.

Yes

Include the support staff with whom students can schedule appointments in the portal.

Yes

Include only the users who cover the front desk.

Yes

For Case Team Name, enter the Predefined Case Team name.

For Owner, select the Queue.

Queue Management

Students can't schedule appointments in the portal.

AND

Only support staff in the queue cover the front desk or walk-ins.

No

Yes

Include all users who cover the front desk.

Yes

Don't enter a Case Team Name.

For Owner, select the Queue.

To take queue management even further, you can configure queue waiting rooms. A queue waiting room provides an interface on a tablet or kiosk device that's located in a physical on-site waiting room. When students arrive, they check in on the tablet or kiosk, saving the support staff or front-desk staff from having to manually add students to the queue. Student Success Hub installs a sample queue, Campus One-Stop, and a sample queue waiting room for Campus One-Stop in higher ed orgs. Neither is meant to be used in production. Explore and use them for ideas for your own institution. For more information, see [Set Up Queue Management](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 [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."). ## Case Team Terminology Explained While describing success teams, Support Pools, and queue management, we used a couple of terms that require further explanation. First, we referred to case team roles. A support staff member's case team role determines their level of access to student data and, in orgs with student users and a portal, whether the support staff member is visible to students in the portal. Define case team roles in Setup. In K-12 orgs, case team roles usually align to job functions, such as Counselor, Social Worker, Teacher, and Principal. In higher ed, case team roles typically align to support areas, such as Academic, Career, Financial Aid, Health, and Housing. In addition to being used with success teams, case team roles are used in predefined case teams. In orgs with student users and a portal, you map case team roles to appointment Topics, associating each support staff member with the type of appointment support they provide. A predefined case team is a group of individuals who work to support a specific area of student success, such as a team dedicated to addressing chronic absenteeism (in K-12) or a Career Services office (in higher ed). Define predefined case teams in Setup and use them in success teams and Support Pools.