Crisis Support Center Management | Health Cloud Administration

Assign Permission Sets and Permission Set Licenses for Users
Provide crisis center counselors, volunteers, and managers with the permissions and licenses required to use the Crisis Support Center Management app.

Enable Crisis Support Center Management
To use Crisis Support Center Management, first enable the app in your org.

Set Up Open CTI for Crisis Support Center Management
Integrate the Crisis Support Center Management app with Open Computer Telephony Integration (CTI) so that crisis center counselors can receive calls directly in Salesforce.

Intake Flow and Engagement Interaction for Crisis Support Center Management
When a crisis center counselor accepts a call using Open CTI Softphone integrated with the Crisis Support Center Management app, the intake flow automatically opens in the Engagement Interaction tab. The counselor can capture client details and associate the client with an existing account or create a new one. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.

Enable and Configure Notes for Crisis Support Center Management
Enable Notes so that counselors can capture observations and details that the client shares, and record a summary after a call has ended. Then, add the Notes related list to the Case page layout using the page layout editor.

Enable Enhanced Timeline for Crisis Support Center Management App
Enable Timeline for Crisis Support Center Management to give users a chronological view of a client’s interaction history. Timeline is an interactive component that displays past engagements, engagement topics, and cases. Users can also create and update records.

Enable Provider Search for Crisis Support Center Management
Enable Provider Search so that crisis center counselors can search for relevant providers for clients, directly in the Crisis Support Center Management app. Then, ensure that data about practitioners, facilities, and their relationships is set up correctly.

Configure Bed Search for Crisis Support Center Management
Set up data about care facility beds—and the associated healthcare facilities, care programs, products, and bed types—so that users can search for beds across facilities.

Enable Users to Create Knowledge Articles for Crisis Support Center Management
Authorize experienced crisis center managers, crisis center counselors, and behavioral specialists to create Knowledge articles to share with clients. For example, clients may benefit from an article that explains how to deal with an anxiety attack.

Configure Assessments for Crisis Support Center Management
Assessments help counselors gain a better understanding of a client’s risk. To use and customize samples of standard intake, risk, and safety plan assessments, you must install OmniStudio, enable Discovery Framework, and then deploy the sample assessments.

Action Launcher for Crisis Support Center Management
Help crisis center counselors to quickly launch commonly-used assessments, processes and workflows so that they can provide uninterrupted crisis support services without having to navigate to other pages. Configure frequently-used assessments and actions, and pin them to the Action Launcher component for easy access.

Create Referral Flow for Crisis Support Center Management
Counselors can ensure that clients receive timely care by referring them to the right provider or facility using the Create Referral flow. This flow helps users gather relevant client, provider, and facility details and creates related referral records for them. You can configure this flow to meet your unique business needs.

Set Up an Experience Site for Facility Admins to Update Bed Availability
Emails sent to care facility admins contain links that redirect them to your Experience site, where they can update the available bed count in their facilities.

Clone the Send Emails to Request Facility Bed Availability Flow
Clone the Send Emails to Request Facility Bed Availability flow and set the cloned flow to run on a schedule. This flow sends emails to facility admins that includes a link to your Experience site, where they can update their available care facility bed count. This update is automatically reflected in your org.

Clone the Send Email to Account Contacts Flow
Add your Experience site URL to the emails sent to care facility admins, and clone the flow. Clicking the link redirects admins to your Experience site, where they can update the available bed count in their facilities and confirm the availability of requested beds for referrals.

Messaging for Web in Crisis Support Center Management
Messaging for web enables clients to communicate with counselors using web chat in an Experience site. Omni-Channel routes incoming messaging requests from guest users to counselors. When a counselor accepts a request, an OmniStudio DataRaptor creates a messaging session record and opens the intake flow OmniScript. Counselors use the intake flow to capture client details and associate the client with a new or existing account. Saving the client details automatically creates a case record.

Set Up an Experience Site for Guest Users to Use Web Chat
Set up an Experience site and deploy messaging for web to your site so that guest users can chat with crisis center counselors.

Messaging for SMS in Crisis Support Center Management
Messaging for SMS in Crisis Support Center Management provides a communication channel for clients who prefer to message with counselors instead of speaking with them on a call. When a client sends an SMS to the crisis center’s helpline number, Omni-Channel routes the messaging request to qualified counselors. When a counselor accepts the request, an OmniStudio DataRaptor creates a messaging session record and opens the intake flow OmniScript.

Actionable Segmentation for Crisis Support Center Management
Actionable Segmentation enables you to create follow-up lists of providers and clients using actionable list definitions and actionable lists. Actionable list definitions use Data Processing Engine to create datasets using information from different objects. Then, you can create actionable lists for follow-ups using these datasets.