--- schema_version: "1" id: 9ca3e42569ea3b3247d73445f46b6274ba60235da4e8f9f2953aa761003554ec title: Manage a Queue Waiting Room (Support and Front-Desk Staff) collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_user_queue_wait_room_manage.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_queue_wait_room_manage.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 81ff1ba75242f7010dde5ac6331dacad973838837422e62ac03ab5923818c606 description: Learn how to open a queue waiting room and use it to manage students who drop by for an appointment. products: - Nonprofit - Education release: "264" --- # Manage a Queue Waiting Room (Support and Front-Desk Staff) Learn how to open a queue waiting room and use it to manage students who drop by for an appointment. - **[Open the Queue Waiting Room Site on the Tablet or Kiosk](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_queue_wait_room_manage.htm&release=264.0.0&type=5)** Queue waiting rooms help you easily manage the flow of walk-ins. Students check themselves into a queue waiting room using a tablet or kiosk device, which is set up to show a site designed specifically for such check-ins (a different site from the student portal). Checking in creates a Support Queue Case record for the student that you can track through the queue. - **[Learn How Students Experience the Queue Waiting Room](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_queue_wait_room_manage.htm&release=264.0.0&type=5)** When students check in, they first see the waiting room (Facility or custom object) record page with the welcome banner, the waiting room name and details, and cards for available Support Pools and support staff members. - **[Associate the Student's Contact Record with the Support Queue Case Record](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_queue_wait_room_manage.htm&release=264.0.0&type=5)** After a student or their proxy has checked in to the queue waiting room, verify their identity and associate the student's Contact record with the Support Queue Case record that was created. - **[Protect Personal Data During Queue Waiting Room Self Check-In](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_queue_wait_room_manage.htm&release=264.0.0&type=5)** The queue waiting room self check-in form is designed to protect students' personal information. ## Open the Queue Waiting Room Site on the Tablet or Kiosk Queue waiting rooms help you easily manage the flow of walk-ins. Students check themselves into a queue waiting room using a tablet or kiosk device, which is set up to show a site designed specifically for such check-ins (a different site from the student portal). Checking in creates a Support Queue Case record for the student that you can track through the queue. After your Student Success Hub administrator has configured your queue waiting room with the available Support Pools and support staff members, here's how to set up the device each morning or before the start of walk-in hours. 1. In a browser on the device, navigate to the queue waiting room site's URL and open the record detail page for the Facility (or custom object) that represents your waiting room. 2. Enter Full Screen mode. Here are some tips to make it even easier and safer to manage the public queue waiting room site. - Use a device solely dedicated to your queue waiting room. Don't put any apps besides the browser on the device. - Create a bookmark for the Facility (or custom object) record page for your waiting room—or add the record page to the tablet's Home screen—and open it that way. This setup prevents students from using the Back button to access the Facilities record list on the Home page. - Run your browser or device in kiosk mode (or get a kiosk add-in or extension) to control the view mode, restrict navigation options, and hide elements such as toolbars and menus. ## Learn How Students Experience the Queue Waiting Room When students check in, they first see the waiting room (Facility or custom object) record page with the welcome banner, the waiting room name and details, and cards for available Support Pools and support staff members. ![Queue waiting room check-in form with options to select a Support Pool or support staff member](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/student_success_hub/images/ssh_site_queue_wait_check_in_welcome.png) Support staff members appear only if they have walk-in hours scheduled on their calendars. ![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 Students can join the support staff member's queue waiting room right up until the member's availability ends. If availability ends at 3 PM, a student can still join the queue waiting room at 2:57 PM—even if there are 15 people ahead of her and it's unlikely she'll be seen. Students select the Support Pool or support staff member they want to see and then indicate whether they're the student or a proxy. Then they provide their name and (if you've requested it) a phone number or email where they can be reached when it's their turn to be seen. ![Queue waiting room check-in form with Attendee Information and Notification Information fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/student_success_hub/images/ssh_site_queue_wait_check_in_attendee_info.png) Next, the student provides details: appointment Topic, Subtopic, and optional Comments. Then, they tap **Join Queue**. ![Queue waiting room check-in form with Agenda fields and Join Queue button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-student_success_hub-264-0-0-production-enus/b7ac11a0-381d-499e-afd5-05e856602032/student_success_hub/images/ssh_site_queue_wait_check_in_agenda.png) Now the student is checked in to the queue waiting room. A Support Queue Case record is created and the Status is Queued (if you're using the recommended statuses in [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.")). ## Associate the Student's Contact Record with the Support Queue Case Record After a student or their proxy has checked in to the queue waiting room, verify their identity and associate the student's Contact record with the Support Queue Case record that was created. 1. Ask the student or proxy for their student ID card or other valid form of identification. 2. In Student Success Hub , choose **Cases** from the app navigation menu and click the Support Queue Case record. The record you need will display the student's name in the Web Name field (that's the field they used to provide their name during check-in), a Status of Queued, and an empty Contact Name field. ![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 Customize your Support Queue Case list view to display the Web Name and Proxy Name fields. If the attendee who checked in is a proxy, it's convenient to see their name so that you can summon that person to your desk to request identification and associate the student Contact record to the Case record. 3. On the Support Queue Case record detail page, in the Queue Actions component, enter a Location and then click **Ready**. The Contact Lookup form shows the information that the student or their proxy provided when they checked in to the queue waiting room: the Student Name and possibly also the Student ID. 4. If the correct Student Name appears in the Contact Lookup form, click **Search for Contact**. Or, enter a different name or Student ID and then click **Search for Contact**. Student Success Hub finds results based on a first name, last name, or a combination. However, it searches for an exact match for a Student ID. 5. Select the correct student and then click **Save and Return to Record**. Now a Contact Name is associated with the Support Queue Case record, and you can [guide the student through the queue as usual.](https://help.salesforce.com/s/articleView?id=sfdo.ssh_user_queue_manage.htm&release=264.0.0&type=5 "Learn how to guide students through a queue while they wait to meet with a support staff member.") ## Protect Personal Data During Queue Waiting Room Self Check-In The queue waiting room self check-in form is designed to protect students' personal information. - Students can tap the X in the upper-right corner of any page to cancel check-in. All entered information is deleted, the first page of the form loads anew, and no case is created. - Each page of the check-in form times out after 60 seconds if no keystrokes are detected. Then, 30 seconds after the time-out is detected, all entered information is deleted, the first page of the form loads anew, and no case is created. - On the check-in confirmation page, if no one taps the Close button, the page times out after 10 seconds and then the first page of the check-in form loads anew.