Set Up Support Pools

Support Pools Release Information

Support Pools and the Support Pool custom object were released in Student Success Hub 2.3.

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.

Set or Verify Object and Field Permissions for Support Pools

For support staff, student, System Administrator, and any other profiles requiring access to Support Pools, verify each profile's access to the Support Pool custom object and its fields.

For the required Support Pool object and field permissions, see Configure Higher Ed Support Staff Permissions and Configure Student Permissions.

Configure Sharing Settings for Support Pools

Review and verify your org-wide default sharing settings for the Support Pool object.

For recommendations, see Student Success Hub Sharing Settings.

Create a Custom Support Pool Record Layout for Support Staff

Give your support staff a Support Pool record page layout that includes the fields and details they need the most.

Student Success Hub provides a layout, called Support Pool Layout, with higher ed orgs. You can use it as is or customize it. Here's how to create the layout if you need to.

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

2. On the Page Layouts page, click New, enter the Page Layout Name Support Pool Layout, and then click Save.

3. Remove all of the Quick Actions in the Salesforce Classic Publisher. (You may have to override the global publisher layout.)

4. In the Salesforce Mobile and Lightning Experience Actions section, remove all but the Edit and Change Owner buttons.

5. In the Support Pool Detail area, in the Information section, include these fields: Pool Name, Description, Owner, Case Team Name, and Account.

6. For Related Lists, include Cases, Queue Topic Settings, and Queue Waiting Room Resources.

7. Save your changes.

   Now, assign the layout to the support staff and System Administrator profiles. (The Support Pool Layout that comes with Student Success Hub is assigned to the support staff and System Administrator profiles that Student Success Hub installs.)

8. On the Page Layouts page for the Support Pool object, click Page Layout Assignment, then click Edit Assignment.

9. Click the support staff and System Administrator profiles you're using and then click the Page Layout To Use menu and select Support Pool Layout.

10. Save your changes.

Create Predefined Case Teams for Support Pools

For every department operating as a Support Pool, create a predefined case team that includes the appropriate members.

You may have already created some predefined case teams for assignment to success teams. The process of creating predefined case teams for Support Pools is the same. If you're using predefined case teams for success team management, you may want to use some of the same teams to also represent Support Pools. See Set Up Success Teams.

Make sure that you keep predefined case team membership current so that the right support staff members are available for appointment scheduling. For example, if there are no members on a team or the only members on a team are Contacts and not Users, students won't have any Support Pools available to them.

Configure Search Layouts for Support Pools

We recommend adding Support Pool fields to Lookup Dialogs, Search Filter Fields, Search Results, and Tab search layouts. Add fields to other search layouts as needed.

Student Success Hub provides Support Pool search layouts, which you can customize if desired.

1. From Setup, in Object Manager, click Support Pool.
2. On the Search Layouts page, click the arrow in the search layout row that you're updating and click Edit.
3. Add these Available Fields to the Selected Fields list in this order: Pool Name, Case Team Name, Description, Account, Created By, and Created Date.
4. Save your changes.
5. Repeat these additions as needed for other types of search layouts.

Create Support Pool Records

With your predefined case teams created and populated, now create a corresponding Support Pool record for each predefined case team.

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

   Tip If you don't see Support Pools among the options, check your profile to make sure the Tab Settings for the Support Pool object is Default On and, if necessary, add the object to the app navigation menu.
2. Click New.

3. Specify fields as needed.

   Pool Name

   A name for the Support Pool.

   Description

   A description that helps students understand the Support Pool's function.

   Case Team Name

   The Case Team Name of the Pool's corresponding predefined case team. This value must exactly match the value of the predefined case team's Team Name field, otherwise, students won't be able to schedule appointments with this Support Pool in the portal.

4. Save the record.