Set Up and Configure Salesforce Advisor Link

Transcription

1 Set Up and Configure Salesforce Advisor Link

2 Examples and illustrations throughout this document are for illustrative purposes only and not to be considered guidance on proper or required configurations. A customer s Advisor Link administrator is responsible for decisions regarding setup and configuration, including, but not limited to, configuring permissions. Full operational requirements: A customer must install and use the latest version of the Higher Education Data Architecture. In addition, full access to the Contacts, Accounts, and Cases standard objects (including Events, Tasks, and Activities) is required. Lightning and Service Cloud Lightning Console must be enabled, available, and accessible. A Communities license with full create, read, and edit access to Events and Calendars is required, and Enterprise+ Edition or equivalent is required, regardless of the underlying license type. Salesforce.org and its logo are registered trademarks of Salesforce.com, inc. Other names used herein are trademarks of Salesforce.com or their respective owners. 2

3 Contents Welcome to Salesforce Advisor Link Get Ready to Install Advisor Link Upload Your School s Data into HEDA Install Advisor Link Set Up and Configure Advisor Link Optional: Create a Custom Advisor Profile Configure Advisor Permissions Add Cases to the HEDA Contact Layout Assign the Advisee Page Layout to Advisors Set Up Events Create Your Advisor and Faculty Data Create Users for Advisors Requiring Login Create Contacts for Other Advisors and Faculty Not Requiring Login Assign the Advisee Record Case Record Type to Profiles Create Your Advisee Data Create Advisee Data in Contact Records Create Advisee Data in Case Records Create Advisee Data in User Records Configure Advisee Permissions Set Up Success Teams Create Case Team Roles Create Predefined Case Teams Directly Assign Individual Success Team Members Assign Predefined Case Teams to Success Teams Verify Sharing Settings Optional: Update Account Layouts with Case Team Name Bulk Upload Success Team Data Automate Case Team Assignments Set Up Advisee Lists for Advisors Create an Advisees List View Add Mass Action Options to Advisee Lists Consider Creating Custom List Views of Advisees Configure Appointment Scheduling Settings Set Up Organization-Level Advising Availability Settings Optional: Set Up Per-Advisor Advising Availability Settings Allow Advisors to Manage Their Own Appointment Availability Settings How Advisors Designate Advising Time on Their Calendars Configure Types of Advisors, Appointments, and Appointment Topics 3

4 Review Preconfigured Appointment Types Map Success Team Roles to Appointment Types Optional: Customize Appointment Topics Optional: Add Custom Shortcuts to the Advisor Link Console Create a Custom Button on the Case Object Add the Custom Button to the Case Layout Optional: Set Up a Knowledge Base within Advisor Link Set Up the Advisee Experience in a Community Enable Communities Create the Community Build the Community with Advisor Link Components Restrict Community Users Access Add Community Members Enable Feed Updates for Appointments Publish and Activate the Community Tips for Post-Launch Promote the Community 4

5 Welcome to Salesforce Advisor Link Welcome to Salesforce Advisor Link! You re about to give your advisors and advisees new tools to help foster focused conversations about educational success. Enable advisees to book advising appointments online, right from their smartphones. Help your advisors spend more time on strategic engagement, support, and followup, and less time on getting advisees in the door. This guide walks you through setup and configuration of the Advisor Link app. Note: The instructions in this guide are designed for the Lightning Experience user interface (except where we ve noted that you should switch to Salesforce Classic). Get Ready to Install Advisor Link Before you install Advisor Link, take care of these prerequisite tasks in your org. 1. Register and deploy a My Domain subdomain, which is required for Lightning Components. From Setup, search for then select My Domain. For registration and deployment details, see My Domain in the Salesforce Help. 2. Enable Notes. From Setup, search for then select Notes Settings. For setup details, see Set Up Notes in the Salesforce Help. 3. Enable Chatter. From Setup, search for then select Chatter Settings. 4. Verify whether your org already has the Higher Education Data Architecture (HEDA). Advisor Link runs on top of HEDA, and requires that the latest version of HEDA be installed and configured. If you obtained your version of HEDA from the Power of Us Hub or AppExchange, you should automatically have the latest. If you don t have the latest version, upgrade before you install Advisor Link. If your org doesn t already have HEDA, installing Advisor Link takes care of installing HEDA, and you re then required to configure HEDA to work in Lightning Experience. For configuration details, see the HEDA configuration instructions. Upload Your School s Data into HEDA With HEDA installed and configured to work in Lightning Experience, your next step is to populate it with data. The Advisor Link interface is designed to give your advisors a rich, complete view of their advisees, both during and outside of appointments. For example, it draws advisee information from the Contact and Program Enrollment objects to highlight an advisee s major, primary account affiliation, and class year data that is tracked in HEDA. 5

6 We won t go into the details of everything that you can track with HEDA. For a review, see the HEDA documentation. Typically, you re integrating data from your Student Information System, course catalog, and other external systems using common data integration tools such as Salesforce APIs or Lightning Connect. At a minimum, we recommend uploading to HEDA the data records that represent your school s organizational structure, including university departments, active personnel, programs, terms, and course information. (In a later step, you ll upload advisor and advisee data.) 1. Create these Account records. Educational Institution account University Department accounts for the departments that your advisees are affiliated with Academic Program accounts for the programs that your advisees are affiliated with. For the Parent Account field, specify an appropriate university department. 2. Create Term records for relevant academic terms. 3. Create Course records for advisees courses. 4. Create Course Offering records for advisees courses. Install Advisor Link After you ve completed the prerequisites for setting up your org and for uploading your school s data to HEDA, you re ready to install Advisor Link. Please coordinate with your Salesforce account executive to be sure you meet all the installation criteria, including whitelisting of your org. 1. Visit the Advisor Link installer page. 2. Log in to the correct Salesforce org. 3. Wait for the installer to retrieve information about your org. 4. Click Install. 5. On the confirmation page, click Done to continue. Set Up and Configure Advisor Link Get Advisor Link up and running by completing these steps post-installation. 6

7 Optional: Create a Custom Advisor Profile Configure Advisor Permissions Add Cases to the HEDA Contact Layout Assign the Advisee Page Layout to Advisors Set Up Events Create Your Advisor and Faculty Data Assign the Advisee Record Case Record Type to Profiles Create Your Advisee Data Configure Advisee Permissions Set Up Success Teams Set Up Advisee Lists for Advisors Configure Appointment Scheduling Settings Configure Types of Advisors, Appointments, and Appointment Topics Optional: Add Custom Shortcuts to the Advisor Link Console Optional: Set Up a Knowledge Base within Advisor Link Set Up the Advisee Experience in a Community Optional: Create a Custom Advisor Profile Advisor Link provides an advisor profile that you can configure or generate a custom profile from. 1. We recommend that you start by disabling the Enable Enhanced Profile User Interface setting. (From Setup, search for then select User Interface.) The following instructions assume that this option is disabled. 2. If you create a custom profile for advisors: a. From Setup, search for then select Profiles. b. Click New, and then clone the Advisor Link Advisor profile. Give the profile a Name, such as Advisor. c. Click Save. Configure Advisor Permissions Make sure your advisors and System Administrators have the appropriate permissions to access objects and fields in Advisor Link, and the app itself. 1. From Setup, search for then select Profiles. 7

8 2. Click the advisor profile. a. Check Object Permissions to ensure the profile has Read access (at a minimum) to at least these objects: Accounts, Addresses, Affiliations, Cases, Contacts, Courses, Course Connections, Course Offerings, Leads, Program Enrollments, Relationships, and Terms. b. Check General User Permissions to ensure the profile has access to both Edit Events and Edit Tasks. c. Check Field-Level Security settings for access to these fields. Object Field Label Required Permission Account Case Team Name Read Access Case Contact Name (ContactId) Read Access Contact Read Access Contact Primary Academic Program Read Access Contact Primary Department Read Access Contact Title Read Access Event Advising Appointment Topic Read and Edit Access Event Advising Appointment Type Read and Edit Access Event Description Read and Edit Access Event Location Read and Edit Access Event Name Read and Edit Access Event Public Read and Edit Access Event Related To Read and Edit Access Lead Title Read Access Program Enrollment Program Read Access Program Enrollment Class Year Read Access Program Enrollment Contact Read Access Task Due Date Read and Edit Access Task Name Read and Edit Access Task Related To Read and Edit Access d. Remember to Save changes to the Advisor profile. 8

9 3. Check that your (System Administrator) profile has full access to these objects and fields so that you can fully implement Advisor Link. 4. From Setup, search for then select App Manager. 5. Select the actions menu for Advisor Link and click Edit. 6. Go to the Assign to User Profiles tab. 7. Add the advisor and System Administrator profiles to Selected Profiles. 8. Click Done. Add Cases to the HEDA Contact Layout Make the Cases related list visible on the HEDA Contact Layout page layout. 1. From Setup, in Object Manager, click Contact. 2. On the Page Layouts page, click HEDA Contact Layout. 3. In the palette, click Related Lists, and then drag Cases to the layout. 4. Save your changes. Assign the Advisee Page Layout to Advisors Assign the SAL Advisee Layout to the advisor profile so that advisors can view and manage their advisees. 1. From Setup, in Object Manager, click Contact. 2. On the Page Layouts page, click Page Layout Assignment. 3. Click Edit Assignment, then select the advisor and System Administrator profiles (Cmd-click or Ctrl-click to select multiple), and then from the Page Layout to Use picklist, select HEDA Contact Layout. 9

10 4. Save your changes. Set Up Events Make sure that you have a dedicated Event record type for advising appointments. Then set up profiles and Event page layouts to enable advisors to manage their advising appointments. 1. Verify that you see the preconfigured Event record type used for advising appointments. a. From Setup, in Object Manager, click Event. b. On the Record Types page, look for the Advising Event record type. 2. Create a record type for non-advising events. For example, name it Non-Advising Event. 3. Update Custom Settings to refer to the advising event record type. a. View the advising event record type and copy its Record Type Name to your clipboard ( AdvisingEvent in our example). b. From Setup, search for then select Custom Settings, then click Manage next to SAL Hierarchy Settings. c. Click Edit, then paste the copied Record Type Name into the Advising Event Record Type field. 10

11 d. Save your changes. 4. Edit the Event page layout to add the Public field. This field allows advisors to make their calendared advising times visible to advisees for appointment scheduling. a. Back in Object Manager, click Event. b. On the Page Layouts page, click the name of your advising event page layout. c. Add the Public field to the page layout. d. Save your changes. 5. If you want to make the Advising Event record page available to profiles other than Advisor Link Advisor, add those profiles. a. Back in Object Manager, click Event. b. On the Lightning Record Pages page, click Advising Event. 11

12 c. Click Edit, and then click Activation. d. Go to the App, Record Type, and Profile tab, and click Add Assignments. e. Select the Advisor Link app, and then click Next. f. Select the Advising Event record type, and then click Next. g. Select the profiles you re adding, such as Advisor Link Advisee and System Administrator, and then click Next. 12

13 h. Review your assignments and click Save. i. Click Back to return to Setup. 6. Verify the Event record type settings for the profiles you ve added, such as advisor, advisee, and System Administrator. a. From Setup, search for then select Profiles. b. Click the System Administrator profile. Check Record Type Settings for Events and make sure that the record types that you ve created are under Selected Record Types. Set the Default Record Type to Non-Advising Event. Save your changes. c. Do the same for the advisor and advisee profiles, keeping in mind that you likely want to set their Default Record Type to Advising Event. Create Your Advisor and Faculty Data For each advisor who needs to log in to Advisor Link, create a User record. As users, they re eligible for more functionality, such as being assigned tasks. For other advisors or faculty who don t need to log in but have advising responsibilities and serve as members of success teams, create a Contact record for each. Create Users for Advisors Requiring Login 1. From Setup, search for then select Users. 2. Click New User to add a single user or click Add Multiple Users to add up to 10 users at a time. Enter details for each advisor user, paying special attention to these settings. 13

14 a. Select a User License type that lets you then select the Advisor Link Advisor profile. b. If your advisors will be using and sharing Salesforce Knowledge articles with advisees (see Optional: Set Up a Knowledge Base within Advisor Link ), enable Knowledge User now to save a step later. c. Specify the correct time zone, so that the appointment scheduler accounts for time zone differences between advisors and advisees. 3. Save the users you ve created and continue creating User records for all advisors requiring login. Create Contacts for Other Advisors and Faculty Not Requiring Login 1. In the Salesforce header, click the App Launcher icon. 14

15 2. Click the Advisor Link app. 3. On the Contacts tab, click New. 4. Fill out details as needed, including relating the Contact to a University Department if appropriate. 5. Save your changes. Assign the Advisee Record Case Record Type to Profiles Before you create data for individual advisees, assign the Advisee Record Case record type to the advisor and System Administrator profiles. Advisee Records uniquely identify the Cases that represent advisee advising records. In Advisor Link, a Case acts as a container for all of an advisee s advising interactions. 1. From Setup, search for then select Profiles. 2. Click the advisor profile. 3. In the Record Type Settings section, click Edit for Cases. 15

16 4. Add Advisee Record to Selected Record Types. 5. Set the Default Record Type to Advisee Record. 6. Save your changes. 7. Repeat this assignment for the System Administrator profile. Create Your Advisee Data Create Advisee Data in Contact Records For each advisee, create a Contact record, followed by related records for Affiliated Accounts, Program Enrollments, Course Connections, and other academic details. 1. In the Advisor Link app, create a Contact record. Tip: Make sure to fill out one of the fields and set that as the Preferred so that the advisee gets the invitation to join the community that you ll create later. 2. On the Contact s record, go to the Affiliations tab and create an Affiliated Account record to relate the advisee to a University Department. 3. Create a Program Enrollment record that represents the advisee s major. Make sure to mark it as Primary so that the advisee has a Primary Academic Program specified. Tip: If you want the advisee s expected graduation year to display in the contact details in Advisor Link, make sure to fill out the Class Year field on the Program Enrollment record. 4. From the Program Enrollment ID on the advisee s Contact record, create a Course Connection record for the advisee s past and present courses. Create Advisee Data in Case Records For each advisee, create a Case record of the Advisee Record record type. Every advisee can have one and only one open Case for this dedicated record type. This limit ensures that advisors can access a single Case record for a comprehensive view of all the appointments, notes, and advising-related data for an advisee. 16

17 1. From the advisee s Contact record, create a Case record of the Advisee Record record type. Tip: We recommend filling out the Subject field and using a naming convention that includes the advisee s full name, followed by Advisee Record (for example, Stephanie Rhimes Advisee Record ). You can also include other information, such as a student ID number, that advisors routinely search for when looking up advisees. Consider using workflow rules to automate and standardize values in the Subject field for all Advisee Records. 2. Save your changes. Note: When you or advisors later go to an Advisee Record, the Advisee Record Case shows up under the Cases for Parent Contact related list. The Parent Contact refers to the parent of the Advisee Record case (the advisee, in other words). If your advisors aren t as familiar with the Salesforce terminology for parent and child records, you may want to clarify this usage of parent in Advisor Link. Create Advisee Data in User Records Create a User record for each advisee, which is required to give advisees access to the community that you ll create in a later step. 1. Switch from Lightning Experience to Salesforce Classic for these steps. 2. Go to the advisee s Contact record. In the Contact Detail section, click Manage External User, then Enable Customer User. 17

18 3. Enter details to create the user as either a Customer Community Plus user or Customer Community Plus Login user, with the corresponding profile Customer Community Plus User or Customer Community Plus Login User (or a custom profile generated from those profiles). Make sure to specify the correct time zone, so that the appointment scheduler accounts for time zone differences between advisors and advisees. 4. Click Save. Note: If you can t save because of an error about an account owner missing a role, go to Setup and enter Users in the Quick Find box. Click Users, and then edit your own user profile to specify some Role (any Role). Then try saving the advisee s user record again. Configure Advisee Permissions Configure permissions for the advisee profile Advisor Link Advisee, Customer Community Plus Users or Customer Community Plus Login Users, or a custom profile that you ve created from a Customer Community Plus profile. 1. From Setup, search for then select Profiles. 2. Click the name of your advisee profile. 3. Check Object Permissions to ensure the profile has Read access (at a minimum) for access to at least these objects: Accounts, Cases, and Contacts. 4. Check General User Permissions to ensure the profile has access to Edit Events. 5. Edit Field-Level Security settings to give advisees access to these fields. Object Field Label Required Permission Account Case Team Name Read Access Case Contact Name Read Access 18

19 Contact Read Access Event Advising Appointment Topic Read and Edit Access Event Advising Appointment Type Read and Edit Access Event Description Read and Edit Access Event Location Read and Edit Access Event Name Read and Edit Access Event Public Read and Edit Access Event Related To Read and Edit Access Set Up Success Teams A success team is a group of individuals and resources that contribute to an advisee's educational experience. Success team members play unique roles such as advisors, interested faculty members, advising centers and advising groups, and so on. Success team members can see who else they re collaborating with for each advisee. And when advisees are logged in to the community that you ll create later, they can easily see who s on their success team. During setup, you define success team roles so that advisors can select from appropriate roles when adding a new success team member. Success team member roles, which you define, also determine the appropriate team member access, if any, to an advisee's data. A success team is related to an advisee s Advisee Record (Case object). Success team functionality is similar to and based on the case team feature in Salesforce, so we use the terms success team and case team interchangeably in this guide. First, you ll define case team roles. Then you ll predefine case teams so that advisors can quickly add people they frequently work with to an advisee s success team. Create Case Team Roles Every success team member must have a specific role because roles determine more than just the type of membership roles determine whether the member has read, write, or no access to advisee data, and whether the member is visible to the advisee as a success team member in the community. Create all your case team roles before you set up case teams or predefine case teams. 1. Switch from Lightning Experience to Salesforce Classic for these next steps. 2. From Setup, search for then select Case Team Roles. 3. Click New. 4. Enter a Member Role Name, such as Academic or Financial Aid. IMPORTANT: If you re using the default Advisor-Appt Type Mappings (covered later), the Member Role Name must exactly match the Appointment Type label. For example, Academic. If you ve customized advising types, the Member Role Name must exactly match the value that you specified in any customized Advisor-Appt Type Mappings. 19

20 5. Choose the role s appropriate Case Access to the Advisee Record and related data, if any: Private (user can t access the record), Read Only (user can view the record and add associated records to it but can t edit the record or add notes or attachments), or Read/Write (user can view and edit the record and add associated records, notes, and attachments to it). 6. If you want this role to be visible in an advisee s success team listing in the community, select Visible in Customer Portal. 7. Click Save or click Save & New to save this role and begin creating another. When you re done, your Case Team Roles look something like this: Create Predefined Case Teams If advisors often assign the same set of individuals to a success team, you can optionally set up predefined case teams. In a single action, advisors can assign a predefined group of individuals, with their roles already specified, to someone s success team. Anytime that a predefined case team s membership is 20

21 updated, those changes are automatically reflected in every success team that includes that predefined case team, so it s easy to keep all advisees success teams up-to-date as personnel changes. 1. Switch from Lightning Experience to Salesforce Classic for these next steps. 2. From Setup, search for then select Predefined Case Teams. 3. Click New. 4. Enter a short Team Name. Names must be unique among all predefined case teams. 5. Optional: Enter a Description, which will be visible along with the Team Name in Advisor Link and in the community. 6. If you want to assign team membership now, you can assign either Users or Contacts as members. IMPORTANT: You must assign a Member Role for each member. If you want to assign team membership later, you can return to this page anytime to manage this predefined case team. 7. Click Save. Directly Assign Individual Success Team Members After you ve defined case team roles for your organization, your advisors can begin assigning individual Users and Contacts directly to advisees success teams. 1. If you ve been working in case team Setup in Salesforce Classic, switch back to Lightning Experience. 2. Go to the Advisee Record. 3. Go to the Team related list, and then click Add Member. 4. Begin typing the name of the User or Contact to add. 21

22 5. Select the User or Contact, then choose the member s role on the team. 6. Click Save. Assign Predefined Case Teams to Success Teams After you ve predefined case teams, your advisors can add them to success teams by simply assigning a predefined case team as a member. This assignment associates not only the individual case team members, but also the predefined case team itself. A benefit of assigning a predefined case team is that membership on the success team is automatically updated whenever membership on the predefined case team changes. For example, let s say we ve created a predefined case team consisting of the Natural Resources Department s advisors. When you add the predefined case team to an advisee s success team, Advisor Link assigns both the case team itself (Department NRES) and the team s two individual advisors to the success team. 22

23 1. If you ve been working in predefined case team Setup in Salesforce Classic, switch back to Lightning Experience. 2. Go to the advisee s Advisee Record (Case). 3. Go to the Team related list, and then click Add Member. 4. Begin typing the name of the predefined case team to add. 5. Select the predefined case team. 6. Save your changes. Verify Sharing Settings Check your organization-wide sharing defaults to make sure that success team members have access to look up and collaborate with other success team members. 1. From Setup, search for then select Sharing Settings. 23

24 2. Verify that Default Internal Access for the User object is at least Public Read Only not Private. Optional: Update Account Layouts with Case Team Name Because predefined case team records consist of only a team name and description, you may want a more robust way to track details about your predefined case teams. One way to do this is by creating an Account record (with the Business Organization record type) for each predefined case team. Then, using the case team related list on the Account record, advisees and advisors can click through to view team details. If you go this route, we recommend adding the Case Team Name field to the page layout for Business Organization Accounts. 1. From Setup, in Object Manager, click Account. 2. On the Page Layouts page, edit the HEDA Organization Layout page layout to add the Case Team Name field. Remember to Save your changes. Bulk Upload Success Team Data If you want to transfer success team assignment data from an external system or upload large numbers of teams and assignments, you can use the Salesforce Bulk API to define success teams. If you re an advanced administrator, integrator, or developer who is proficient with Salesforce APIs and bulk data uploads, you can define your success teams in CSV or other formats, and then use your data loader tool of choice to quickly create success teams. Here s how Salesforce objects correspond to the entities related to success teams, and how you can create them via API. CaseTeamRole Create case team roles. CaseTeamMember Create a User s or Contact s membership in the success team associated with a specified Case (Advisee Record). References existing User or Contact records, Case records, and CaseTeamRole records. CaseTeamTemplate Create predefined case teams. CaseTeamTemplateMember Assign a User or Contact to an existing predefined case team, with a specified CaseTeamRole. References existing User or Contact records, CaseTeamTemplate records, and CaseTeamRole records. 24

25 CaseTeamTemplateRecord Associate a predefined case team with a specified Case. The CaseTeamTemplateMembershipRecord object type references existing CaseTeamTemplate records and Case records. For reference, here s a diagram of the success team entities. For details on the object fields, relationships, and values, you may refer to the Object Reference for Salesforce and Force.com. For details on creating records, you may refer to the Bulk API Developer Guide or your data import tool documentation. Automate Case Team Assignments In addition to creating case team assignments manually, you can use Process Builder or flows to automate the assignment process. For advanced use cases, Process Builder can run Apex classes that have invocable methods. Set Up Advisee Lists for Advisors Create a Case list view that shows advisors a list of their advisees. Before you start, make sure that you ve already created case team roles and have a Case record type for advisee records. Create an Advisees List View 25

26 1. Switch from Lightning Experience to Salesforce Classic for these next steps. 2. Go to the Cases tab. 3. Click Create New View. 4. Give the list a unique, descriptive name, such as My Advisees. 5. Set Filter By Owner to My Case Teams. 6. Specify these additional field filter criteria: a. Closed equals False b. Case Record Type equals the name of the Advisee Record record type 7. Make this list view Visible to certain groups of users, and make it available for sharing with All Internal Users so that all advisors can access it. 26

27 8. Save your changes. When you roll out Advisor Link to your advisors, let them know how to access their advisee list. 1. Go to Cases in the Advisor Link app navigation header. 2. Select My Advisees from the list view menu. Add Mass Action Options to Advisee Lists Give advisors the option to create a task for multiple advisees at once, or send an blast right from within the advisee list view. Add these options to the Cases list view and enable it for the Advisor profile. 1. Add custom task and buttons to the Cases list view. a. From Setup, in Object Manager, click Case. b. On the Search Layouts page, click the arrow in the List View row and click Edit. c. Add the task and custom buttons to the Selected Buttons list. d. Click Save. 2. Allow the Advisor profile to access the page launched from the New Task button. 27

28 a. From Setup, search for then select Profiles. b. Click the advisor profile. c. In the Enabled Visualforce Page Access section, verify that the task and mass action items are enabled. If not, edit the Enabled Visualforce Pages list to add them. 3. Verify that the buttons are available in advisee lists. a. In the Advisor Link app, when logged in as an advisor, click Cases. b. Select one of the Cases list views, such as My Advisees. c. Verify that the newly added buttons appear. d. Test the buttons by selecting the checkbox next to one or more advisees, and then clicking Create Advisee Task or Send . e. Fill out the task or details as needed. f. Click Save. g. Verify that the selected advisees are assigned the task or receive the . Consider Creating Custom List Views of Advisees If you import data from an SIS, LMS, or other integration that connects to standard or custom Salesforce objects, you can use that data to create custom advisee list views. For example, show all of an advisor s first-year advisees with an undeclared major. First, though, you re required to make this data available to the advisee s Case record (or any other Advisor Link record) by creating rollup summary fields, formulas, or even triggers to populate the data. Whichever method you choose, you ll then be able to filter advisee list views using data that isn t directly available on the Case record. Configure Appointment Scheduling Settings Advisor Link offers two ways for advisors to designate their availability for advising appointments: either during designated times on advisors calendars, or whenever advisors aren t otherwise scheduled, during business hours. An advisor can use just one method or both together. As an admin, you specify a default 28

29 configuration at the organizational level, and choose whether to also configure on a per-advisor level, or enable advisors to specify their own settings individually. Set Up Organization-Level Advising Availability Settings The Default Organization Level Value in Custom Settings specifies the settings that apply to advisors who haven t specified individual settings. We recommend that you update the out-of-the-box values to reflect your advising programs typical office hours. Later, when advisors specify their individual settings, they can edit the default values for themselves. 1. From Setup, search for then select Custom Settings. 2. Click Manage next to SAL Hierarchy Settings. 3. Review and update the default values. Here s a key to the advising availability fields in custom settings. Field Description Usage Notes Location Advance Notice Advisee Record Record Type Entity that the custom setting applies to. Minimum number of hours that an appointment can be scheduled before its start time. The name of the Case record type for advisee records, such as AdviseeRecord. At the organization level, Location is automatically set to your institution. At the advisor level, set to the user or profile that the setting applies to. 29

30 Advising Event Record Type Advising Time Subject Appointment s Appointment Length Appointment Locations Business Hours Days of the Week Business Hours End Hour The name of the Event record type for advising events, such as AdvisingEvent. The keyword or phrase, such as Advising or Appointments Only, that designates available times on an advisor s calendar Send notifications to advisors and advisees when appointments are scheduled, rescheduled, or cancelled. Length in minutes Meeting locations. List multiple locations separated by semicolons. For example, Advising Office #203;Conrad Hall #115;Student Union Lounge. Business days that advisors work. List the days fully spelled out, separated by semicolons. For example, Monday;Wednesday;Friday. Ending hour of the business day, in 24 Hour Time format. For example, enter 17 for times that end during the 5 p.m. hour. Leave blank if your advisors designate specific times for advising. Leave blank if your advisors designate specific times for advising. Specify only if All Free Times Available is selected. Business Hours End Minute Business Hours Start Hour Use together with Business Hours End Minute. For example, if the advisor s day ends at 5:30 p.m., set Business Hours End Hour to 17 and Business Hours End Minute to 30. Ending minute of the end of the business day, in 24 Hour Time format. For example, enter 30 if advisor availability ends on the half hour. Starting hour of the business day, in 24 Hour Time format. For example, enter 9 for 9 a.m. Leave blank if your advisors designate specific times for advising. Specify only if All Free Times Available is selected. Leave blank if your advisors designate specific times for advising. Specify only if All Free Times Available is selected. If using, use together with Business Hours End Minute. For example, if the 30

31 Business Hours Start Minute All Free Times Available advisor s day starts at 9:30 a.m., set Business Hours Start Hour to 09 and Business Hours Start Minute to 30. Starting minute of the start of the business day, in 24 Hour Time format. For example, enter 0 if advisor availability starts on the hour. Allow appointments whenever an advisor is otherwise unscheduled Leave blank if your advisors designate specific times for advising. Specify only if All Free Times Available is selected. Leave unselected if your advisors designate specific times for advising. Optional: Set Up Per-Advisor Advising Availability Settings In addition to the organization-level custom setting, you can create per-advisor custom settings per user or per profile. This task is necessary only if you don t allow advisors to manage their own availability settings, or if you want to configure settings selectively on behalf of certain advisors. Click New in the section below the Default Organization Level Default section to create a custom setting for an advisor. Specify the advisor in the Location field. If you create advisor-specific custom settings, make sure to fill out each one completely. Partial information may prevent proper scheduling. Allow Advisors to Manage Their Own Appointment Availability Settings 31

32 Add a component to the User record page that lets advisors specify their individual preferences for appointment availability business hours and days, their preferred keyword for designating advising events on their calendars, and so on. While you could create a record for each advisor in custom settings, it s typically easier to enable your advisors to manage their own settings. 1. In the Advisor Link app, go to your User record. Click your User photo in the header, and then click your name. 2. From the page header, click the gear icon. Select Edit Page to open the Lightning App Builder. 3. From the menu of components, drag the SAL Advisor Appt Settings component to the page canvas. We recommend the area under the User contact details for easy access. 32

33 4. Click Save. 5. If you re ready to Activate the page now, you can assign it to the Advisor Link app, the advisor profile, and other entities as appropriate. 6. Click Back to exit the Lightning App Builder. 7. If you ve activated the User Record page with your changes, back on the User record page, verify that the appointment availability component displays. If you ve specified an organization-wide default or per-advisor availability settings in custom settings, those values appear here. Remember that advisors can access their individual settings from their User Record page and also from the gear icon in the Appointment Manager. How Advisors Designate Advising Time on Their Calendars Whether you use both methods for specifying when advisors are available for advising, and whether you have both organizational level and advisor-level settings, Advisor Link takes all of it into account when determining each advisor s availability. If advisors designate specific times for advising, instruct your advisors to create events in their Salesforce calendars to reserve times for appointments. Make sure that: Advisors create these events with the Advising Event record type. 33

34 The event s Subject field matches the keyword or phrase specified in custom settings or in the availability section of the advisor s User record. The event s Public field is selected, to make the time visible to advisees. With times blocked out for advising and other non-advising events, an advisor s calendar might look like this: 34

35 If advisors allow appointments whenever their calendar shows free time (that is, the All Free Times Available setting is selected), instruct your advisors to create events in their Salesforce calendars to block out times when they re not available for advising. Make sure that advisors create these events with the non-advising event record type. Configure Types of Advisors, Appointments, and Appointment Topics The appointment scheduling process relies on how you ve defined success team roles for your advisors and appointment types and appointment topics for your advising programs. For reference, here s a diagram of how case team role, appointment type, and appointment topic are related. 35

36 Review Preconfigured Appointment Types Success team roles (the ones you defined earlier) are closely coupled with Appointment Types. For example, when an advisee requests a Financial Aid advising appointment type, the list of available advisors shows only Financial Aid advisors. You must specify how appointment types are related to success team roles, using mappings that control advisor availability for appointments. More on mappings in a bit. Let s see the preconfigured Appointment Types that come with Advisor Link. 1. From Setup, search for then select Custom Metadata Types. 2. Next to Appt Type, click Manage Records. 3. Review the default Appointment Type values. You can add or edit values here. Map Success Team Roles to Appointment Types 36

37 Now let s see how success team roles are mapped to Appointment Types. 1. From Setup, search for then select Custom Metadata Types. 2. Next to Advisor-Appt Type Mapping, click Manage Records. 3. Review the default mappings. 4. If you need to edit a default mapping or create a new mapping to specify an Appointment Type for a custom advisor type (success team role): a. Click Edit or New. b. Enter details for all fields. c. For Appointment Type, click the Appointment Type lookup icon. 37

38 d. Search for then select the appointment type that you re mapping to this advisor type. e. Save your changes. Optional: Customize Appointment Topics Appointment Types are categorized into subcategories, or topics, that allow advisees to indicate their specific interests. Financial Aid appointments cover certain financial aid topics, Career appointments cover certain other topics, and so on. For example, when an advisee requests a Financial Aid advising appointment type, the list of potential topics shows only Financial Aid topics (disbursement, hardship, etc.). You can customize the values for appointment topics just like for appointment types, and specify how appointment types are related to topics, using mappings. Let s review the Topics that come with Advisor Link. 1. From Setup, search for then select Custom Metadata Types. 2. Next to Appt Topic, click Manage Records. 38

39 3. Review the default Appointment Topic values. Here are some of the many that you get out-of-the-box. You can add or edit values here. Let s also review how Appointment Types are mapped to Topics. 1. From Setup, search for then select Custom Metadata Types. 2. Next to Appt Type Topic Mapping, click Manage Records. 3. Review the default mappings that relate every appointment type to a topic. If you customize appointment types or topics, you can edit affected mappings and add new mappings here. Optional: Add Custom Shortcuts to the Advisor Link Console Customize the console to give advisors one-click shortcuts to advisee data that lives in an external system. For example, during graduation audits, advisors invariably look up advisee records in Degree Works or a similar system. Add a custom button that lets advisers go directly from the advisee record to the student's degree progress record in that external system. Let's walk through an example of adding a Degree Audit button to the Highlights Panel component. Create a Custom Button on the Case Object 39

40 1. From Setup, in Object Manager, click Case. 2. On the Buttons, Links, and Actions page, click New Button or Link. 3. Fill out the details. a. For Display Type, choose Detail Page Button. b. In the text editor, enter the shortcut's target URL. If you want to dynamically include advisee-specific data in the URL (such as a custom external ID), use the merge field options above the editor to insert merge field values from the Case, Contact, or other object. Remember to check your syntax. 4. Click Save. 5. Click OK to acknowledge the reminder to add your button to a page layout. That comes next! Add the Custom Button to the Case Layout 1. Back in Object Manager, on Case, on the Case Page Layouts page, click Case Layout. 2. In the palette, click Buttons, and then look for your custom button. Tip: If you don t see the button, make sure that when you created it, you specified Detail Page Button as the Display Type. 3. Drag the custom button to the Custom Buttons section of the page layout, in the Case Detail section. 40

41 4. Tip: If you want to declutter the page and remove unnecessary standard buttons in the Salesforce Mobile and Lightning Experience Actions section, click the wrench icon in the Salesforce Mobile and Lightning Experience Actions section and drag them back to the palette now, before saving your changes. 5. Click Save. 6. Log in as an advisor and view an advisee record to verify that the custom button displays and clicks through to your target URL. Optional: Set Up a Knowledge Base within Advisor Link If your institution uses Salesforce Knowledge to maintain a library of content, you can add the Knowledge component to the Advisor Link console. Making Knowledge readily accessible helps advisors find articles relevant to the cases they re working and attach them to their communications with advisees all without leaving their workflows inside the console. Here s a summary of the required tasks for displaying the Knowledge component in Advisor Link. For Lightning Knowledge setup details, see Set up Lightning Knowledge in the Salesforce Help. 1. Switch to Salesforce Classic. 2. Verify that you have the required permissions to set up Knowledge. From the Salesforce header, click the down arrow next to your name. Select My Settings, then Personal Settings, and then Advanced User Details. On your user detail page, if Knowledge User isn t enabled, enable it. 3. From Setup, search for then select Knowledge Settings. Enable Salesforce Knowledge. 4. After the Knowledge Settings page refreshes, click Edit and enable Lightning Knowledge. 5. Switch back to Lightning Experience. 6. In the Advisor Link app, go to any Case record. 7. From the page header, click the gear icon. Select Edit Page to open the Lightning App Builder. 41

42 8. From the menu of components, drag the Knowledge component to the page canvas, and save your changes. 9. From Setup, search for then select Profiles. Click Edit next to the Advisor profile. In the Knowledge Base Permissions section, give advisors at least Read access. 10. From Setup, search for then select Users. For every advisor (and eventually, every advisee) who needs access, edit the User record to enable the Knowledge User permission. 11. Log in as an advisor and verify that the Knowledge sidebar is visible in the console. Set Up the Advisee Experience in a Community Set up the appointment scheduling experience for your advisees within Salesforce Communities. Use the preconfigured Communities templates and Advisor Link s own Lightning Components to allow advisees to schedule appointments and view their success team. Enable Communities 1. From Setup, search for then select Communities Settings. 2. Click Enable Communities. 3. Enter a domain name, and verify that it s available. 4. Click Save. 5. In the confirmation window, confirm that you re enabling Communities. Create the Community 1. From Setup, search for then select All Communities. 2. Click New Community. 3. Select one of the templates that supports drag-and-drop components in Community Builder (look for tiles that show the lightning bolt icon). In this example, we choose the Customer Service (Napili) template. 42

43 4. Click Get Started. 5. Enter a name and the part of the community s URL that identifies the community. 6. Click Create. Build the Community with Advisor Link Components 1. In your newly created community, click Builder to open the Community Builder. 2. Click the page selector to specify the page where you re adding a component (such as the Home page, User Profile page, or custom pages you create). 43

44 3. Click the Components icon in the sidebar, then scroll to a component, and drag it onto the editable content region of the page. We offer these preconfigured custom components: Component Used for Recommended placement SAL Appointment Scheduler SAL Appointment Action Menu Viewing the advisee s past and upcoming appointments. Scheduling an appointment. Taking action on a scheduled appointment, such as viewing details, rescheduling, or canceling. A page where it s convenient for advisees to access appointment information and manage their appointments, such as the Home page or a custom page. On the Record Detail page, typically under the Record Banner element. Note: This component appears only if the record detail page is displaying an Event. It s hidden otherwise. SAL Success Team Viewing the advisee s success team A page where it s convenient for advisees to see their Success Team, such as a column or sidebar on the Home page or a custom page. SAL Advisor Appt Settings SAL User Profile Schedule Button Viewing the advisor s availability for appointments, such as business hours, office locations, and so on. Scheduling an appointment when the advisee is viewing the advisor s user profile page. Use only on the User Profile page. Use only on the User Profile page, typically above the User Profile element. Adding it to any other pages can interfere with other components and cause errors. After the community is set up, when advisees are logged in, they ll see the appointment scheduling component look something like this: 44

45 Restrict Community Users Access Hide the App Launcher from Community users. Otherwise, they can use it to access administrator tools in HEDA. 1. When you re viewing your community in the Community Builder, hover on the Navigation Menu header that contains the App Launcher icon. Note: If you don t see the App Launcher or the Navigation Menu on the page, you may be working in a community template that predated the introduction of the Navigation Menu. 2. Click the header to display the Navigation Component property editor, and then select Hide App Launcher in community header. 45

46 Tip: If you add any custom pages to display your Lightning Components and want the navigation menu to show links to those pages, click Navigation Menu and add those pages before you activate the community. For example, let s say we ve created an Appointments page to show the appointment scheduling and success team components, and have added a link to the Appointments page in the Navigation Menu. Add Community Members 46

47 1. From the Community Builder menu, click Administration. 2. Click Members. 3. In the Select Profiles section, if you re adding the Customer Community Plus User, Customer Community Plus Login User, Advisor Link Advisee, or your own custom profiles as appropriate, change the Search selection to Portal and add those profiles to the Selected Profiles list. If you re adding profiles such as System Administrator, Advisor Link Advisor, or your own custom profiles as appropriate, change the Search selection to Internal and add those profiles. 47

48 4. Save your changes. Enable Feed Updates for Appointments When an advisee views upcoming or past appointments in the community, Advisor Link shows appointment as well as a Chatter feed associated with the appointment. The Chatter feed shows posts and comments from the advisee and success team, along with automated posts when details about the appointment have changed, such as the date, time, location, subject, or other fields of your choosing. Make these automated feed updates visible on appointments by enabling Chatter feed tracking for Events. 1. From Setup, search for then select Feed Tracking. 2. Click the Event object, then select Enable Feed Tracking. 48

49 3. Select the fields that automatically post feed updates when those fields are updated. 4. Save your changes. Publish and Activate the Community Important: Make sure that you re ready to launch Advisor Link before you publish and activate your community. Activation sends an to community members, who are then able to access the appointment scheduling page at your community URL. Check these settings to make sure that your advisees are set up to receive notifications. Verify that Advisee Contact records have addresses. In the community s Administration workspace, verify settings on the s page. In your org, from Setup, verify your Deliverability settings. 1. In the Community Builder header, click Publish. 49

50 2. On the confirmation page, click Publish. 3. Dismiss the confirmation and continue on to the final step of activating the community. 4. In the community s Administration workspace, click Settings. 5. Click Activate Community, and then click OK. Your community is now launched and ready for appointment scheduling. Tips for Post-Launch Promote the Community Encourage advisees to upload their profile photos in the community, so that advisors can put faces to names when viewing advisee records in Advisor Link. Profile photos are displayed on the Contact record. 1. After the advisee logs in to the community (following the link in the welcome ), in the page header, click the advisee s name, then click My Profile. 2. Click the camera icon next to the profile photo placeholder and upload a photo. 3. Save the changes. 50