Explore Nonprofit Cloud Case Management
After completing this unit, you’ll be able to:
- Explain how Nonprofit Cloud Case Management can help you work with clients and track their progress.
- List the key objects and features included in Nonprofit Cloud Case Management.
A Tool Specifically for Case Managers
Case managers at human service organizations have some of the toughest jobs around. From figuring out how to manage large caseloads to building trust with clients and helping them reach their goals, case managers are truly superheroes in our communities.
In this module, we’ll walk through Nonprofit Cloud Case Management, a Salesforce app that helps case managers (and their organizations) streamline workflows and keep client needs front and center.
Let’s start with the basics. What is Nonprofit Cloud Case Management (we’ll just call it Case Management throughout this module) and what can it do for you and your organization?
What Is Nonprofit Cloud Case Management?
Case Management is an app that provides custom objects and code designed to help human service organizations provide high-quality, hands-on service. The app can help case managers get down to doing what they do best: helping people. The app provides everything needed to track intakes, referrals, clients, client notes, case plans, and assessments.
Case Management is a managed package, which means it will be easily upgraded when Salesforce rolls out improvements. Case Management is built on top of the Program Management Module (PMM), an open-source app that allows organizations to track program engagements, service deliveries, and more data about clients, volunteers, and cohorts. (If you haven’t completed the PMM module, you should start there. It’s linked in the Resources section below.) Together, the two apps provide a full suite of tools designed to help human service organizations do their best work.
Case Management also works well with a few other apps, Nonprofit Success Pack (NPSP) in particular. We recommend using NPSP to make the most of features included in that app (like household accounts and relationship management), but NPSP is not required in order to use Case Management.
One point of clarification: If you’ve used Salesforce for a while, you may know about the case object and case management in Service Cloud. This isn’t that case management, but the two products can work well together. Service Cloud cases can track service inquiries, placements, and other requests through your website, email, social media, and more. Think of using Service Cloud for quickly resolved incident cases (like a help desk or hotline) and Case Management for long-term human service cases (with case plans and assessments and so on).
There are a couple of steps to take to get Case Management in place:
- You need additional licenses to use Case Management with your Salesforce org, which you can purchase through your Account Executive.
- Your Salesforce Admin will need to check on a few other requirements to make sure Case Management can be installed to your org. (There’s a link in Resources at the end of this unit that explains more about those requirements.)
Okay. That was a lot of telling. It’s time to show you everything Case Management can do.
Home Is Where the Day Begins
To get to the Case Management app, just click into the App Launcher () in the top left corner, then find and select Case Management.
That brings you to the Case Management homepage, a single place to see your entire day.
- The navigation bar (1) includes all of the objects a case manager needs, like quick access to client contacts, notes, program engagements, and intakes.
- The New Contact link (2) allows you to add new records right from the homepage, so you can quickly add a new client or contact information for someone important to their case.
- Clicking Go To My Notes (3) allows you to easily create a new client note or search for notes you saved recently. (We’ll talk more about notes in the coming units.)
- Clicking View My Program Engagements (4) shows you a list of all of the programs your clients are enrolled in.
- Today’s Events (5) shows you what’s on the agenda for the day, including your client meetings.
- Incidents (6) show you the latest incidents for your clients, so you can be aware of challenges and events in your clients’ lives.
- The Open Tasks (7) area shows you what’s due today, due tomorrow, and overdue. Think of it as a super-powered checklist tied to all of your client and program data.
- Client Search (8) appears at the bottom of every page in the utility bar of the Case Management app to help you go from client to client quickly. Client Search scans through every text field on a contact record specified as a client. That means you could find a client not only by their full name, nickname, or ID but also with an address or any other information you have recorded. (If you’re searching for a donor or another contact who’s not specified as a client, you’ll still need to do that from the global search bar.)
- Speaking of Global Search (9), it’s available at the top of the screen, allowing you to search for any record in your Salesforce org, not just clients.
The Joys of Having Client Information in One Place
Case Management gives you all of the information you need about a client on just one page: their contact record. The Case Management contact layout is specially designed to give you the important information about a client upfront.
Let’s look at the contact page, starting with the top section—called the client card—which gives you an at-a-glance view of critical information.
Below the client’s picture (1) is their name and pronouns (2) as well as their role with the organization (3), which defaults to client but can also be used for donors, volunteers, or any other role you want to see right away. If a client needs special attention, a watchlist icon (4) can appear to the right of their name.
The card also gives you space for basic information (5) like full and legal name, birthdate, and age, as well as their full contact information (6).
There’s also space for client alerts (7), such as food allergies or urgent information that staff needs to know right away.
And, finally, you can manage client ID right from the contact page (8). If your organization uses an existing ID system, you can import those IDs into Case Management. If not, you can use Case Management’s built-in tool to generate random client IDs.
Further down the page, there’s more information.
The left side of the page (1) includes tabs for related objects like program engagements, case plans, assessments, and more. (We’ll talk more about case plans and assessments in later units.)
The right side of the page gives you a place to easily start drafting a new note (2) and view recent incidents (3), and also includes the Activity Panel to create new events, new tasks, or log calls (4).
As you can see, the contact page gives you one place to easily view your entire relationship with a client—key for case managers taking a holistic approach to their clients’ needs. The page also gives your whole team much better visibility into a client’s situation, so that if one case manager is sick, goes on family leave, or moves to another role, other case managers can easily pick up where they left off and provide continuing support.
Data Sharing and Security
Data security is especially important for human service organizations and case managers who are entrusted with sensitive client information. So make sure that everyone who uses Salesforce at your organization has their own unique login. Your admin can control access to data through account roles and permission sets to make sure everyone only has access to the data they need to do their jobs.
And a heads-up for you admins: Because Case Management is built on top of the PMM, there are six out-of-the-box permission sets to help you make sure that only the right staff can create, edit, and view client records. There’s more detail in the Permission Sets article linked from the Resources section below, but what’s most relevant here is that Case Management defaults to read-only access to all users who don’t own a record.
Now that you understand what Case Management does, let’s dive into an example. In the next unit, we’ll visit our (fictional) nonprofit, No More Homelessness (NMH), as they help a client through the intake process.
- Salesforce.org Website: Nonprofit Cloud Case Management
- Trailhead: Program Management with Nonprofit Cloud
- Documentation: Nonprofit Cloud Case Management
- Documentation: Nonprofit Cloud Case Management Permission Sets
- AppExchange: Nonprofit Industry Solutions
- Webinar Recording: Hotlines, Helpdesks, and Case Management