--- schema_version: "1" id: 55fbf8505416165b00e1d2c796d1c5ccfb0af03ea52eed5e2b40bde8ce8c5531 title: Set Up Support Pools collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_setup_support_pools.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 4dcc76794eb83fef102b5dba3d6548a74ee349364c5b2cbf5342daf17b3e885a description: Complete these tasks to get Support Pools up and running in your Student Success Hub org. products: - Nonprofit - Education release: "264" --- # Set Up Support Pools Complete these tasks to get Support Pools 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. - **[Support Pools Release Information](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** Support Pools and the Support Pool custom object were released in Student Success Hub 2.3. - **[Set or Verify Object and Field Permissions for Support Pools](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** 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. - **[Configure Sharing Settings for Support Pools](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** Review and verify your org-wide default sharing settings for the Support Pool object. - **[Create a Custom Support Pool Record Layout for Support Staff](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** Give your support staff a Support Pool record page layout that includes the fields and details they need the most. - **[Create Predefined Case Teams for Support Pools](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** For every department operating as a Support Pool, create a predefined case team that includes the appropriate members. - **[Configure Search Layouts for Support Pools](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** 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. - **[Create Support Pool Records](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_support_pools.htm&release=264.0.0&type=5)** With your predefined case teams created and populated, now create a corresponding Support Pool record for each predefined case team. ## 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](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."). ## 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](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 Support Pools Review and verify your org-wide default sharing settings for the Support Pool object. For recommendations, 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."). ## 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](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."). 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/images/icon_tip.png) 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](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_app_basics.htm&release=264.0.0&type=5 "Complete these tasks for basic configuration of your Student Success Hub app."). 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.