Set Up Support Pools for Your Portal

Create a Custom Support Pool Record Layout for Students

Create a custom Support Pool page layout for students that includes the Schedule an Appointment button and excludes the administrative actions that students shouldn't have access to. Assign it to the student profile you're using.

Student Success Hub provides higher ed orgs with a Support Pool record layout for this purpose. Called Support Pool Layout - Student, it's assigned to the two student profiles that are also installed with the org. 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 Support Pool Layout, the Support Pool page layout for your support staff.

3. In the palette, click Mobile & Lightning Actions.

4. Drag Schedule an Appointment to the Salesforce Mobile and Lightning Experience Actions section in the layout.

5. Drag all other buttons from this section (Edit, Sharing, and Delete) back to the palette, leaving only Schedule an Appointment.

6. From the Save menu, select Save As.

7. Give the layout a name, such as Support Pool Layout - Student.

8. Save the layout.

   Now, assign the new layout to the student profile. (The layout included with Student Success Hub is assigned to the student profiles it installs.)

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

10. Click the student profile you're using and then click the Page Layout to Use menu and select Support Pool Layout - Student.

11. Save your changes.

Configure Scheduling with Support Pools in the Portal

Make the Support Pool page layout available in your student portal.

We'll show how to do it using a standard object component on a standard page, but you can provide access to the page in other ways, such as through the navigation menu or a custom page.

1. In Experience Builder for your site, from the Pages menu, click New Page at the bottom of the menu.
2. Select Object Pages and then select the Support Pool object.

3. Click Create, and then click Create again on the confirmation page.

   The Support Pool Detail, Support Pool List, and Support Pool Related List pages now appear in the Pages menu.

   Now, give students a way to navigate to Support Pool records. For example, add the Record List component to the Home page.

4. In Experience Builder, from the Pages menu, select the Home page (or other page of your choosing).
5. Click in the sidebar, then scroll to the Record List component and drag it to the editable content region of the page.

6. In the component's Properties pane, for Object Name, select Support Pool.

7. Edit the Number of Records and Layout options as needed.

8. Preview the page on both large and small devices, and when you're ready, publish your changes.

If a student runs into issues when rescheduling an appointment with a specific support pool member, do one of the following options:

• Assign the support pool member to the student's case record.

• Instruct the student to cancel the appointment and schedule a new one.