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Streamline Program Work with PMM

Learning Objectives

After completing this unit, you’ll be able to:

  • Manage your day-to-day work through the Program Management homepage.
  • Create and manage program engagements.
  • Record single or multiple services delivered.

Up and Running

Our fictional nonprofit, No More Homelessness (NMH), has trained its staff on PMM and is using it for all of its programs. The staff is happy with how it keeps track of client services—and leadership is happy to see a high-level view of the organization’s work.

Now that the program team members are experienced PMM users, let’s follow NMH Program Manager Gia Mason as she uses PMM in her everyday work.

A Single Hub for Program Management

Gia—who oversees the food pantry, career counseling, and the women’s program—sits down at her desk each morning, logs into Salesforce, and starts on the program management homepage. This dashboard, which comes packaged with PMM, gives her a high-level summary of program activities, her to-do list, and more.

The homepage can be configured and fully customized, but Gia is using it mostly out-of-the-box. Dynamic dashboards ensure it includes only data from the program she manages, though.

Let’s look at the elements of the page (if your admin already customized the homepage for your org, this may look a little different for you).

The PMM homepage

  1. The App Launcher—if you’re new to Salesforce—is how you navigate between apps and find the Program Management app when you need it.
  2. The navigation bar lists all of the objects and tools in PMM. This is one way to add new program engagements and service deliveries, but the forms are longer and less streamlined than if you added these from other records.
  3. The All Active Program Engagements chart shows how many engagements are ongoing in each program.
  4. The Client Records with Missing Phone Number count helps you and your team maintain the quality of your data. The lower this number is, the better.
  5. Today’s Tasks shows what’s on the agenda for today.
  6. The Services Delivered (Year to Date) table shows how your staff has been helping program participants. Gia likes the year view here, but you can work with your admin to customize this to any period of time.

This homepage is just a starting point. Working with your admin, you can modify it with custom lists, charts, and more to make it most useful for your organization. For example, maybe you care more about missing email addresses than missing phone numbers—that’s an easy adjustment to make.

Add Clients to Programs and Program Cohorts

Later in the morning, Gia stops by the food pantry and talks to NMH client Alexandra Ventresca, who is there for the first time.

NMH Program Manager Gia Mason waves to program participant Alex at the food pantry.

Alex is already a contact at NMH—she’s received other services—but now it’s time to add the food pantry program to her record. Let’s follow along with Gia as she adds Alex to the program by creating a program engagement and assigning that engagement to a program cohort.

  1. Gia clicks the Programs tab in the navigation bar in the Program Management app, then clicks on the Food Pantry program.
  2. On the program record, Gia clicks Add Contact to Program.

    The Add Contact to Program button on the program record
  3. Gia searches for “Alex” in the client field, as she is already in the system. If you need to create a new client, you can do that from this menu by clicking New Contact.

    A client search for Alexandra Ventresca
  4. For role, Gia selects Client. She could also add volunteers to this program, but she’ll do that for other contacts later.
  5. For stage, Gia selects Active. If Alex was signing up for one of NMH’s workshops, Gia may select Enrolled until the class formally starts
  6. Gia adds Alex to the September - 2020 - Food Pantry First-time Visitors cohort that she set up earlier. This field isn’t required because not every program uses cohorts.
  7. Gia enters today’s date as the start date (which is the default if it’s left blank), she leaves the end date blank (since there is no standard end date for food pantry services), then she clicks Save.

The Add Contact to Program interface, with Gia’s information entered

This creates a program engagement, which Gia can click to view from the confirmation message. It’s important to note that program engagements have a default naming convention automatically populated: Contact Name - Start Date - Program Name. Want something different? Work with your admin to change the default.

A month later, Gia is curious about how the food pantry program is working for Alex, so she searches for and clicks into Alex’s program engagement record. Gia discovers that Alex has been back several times and received some additional information from food pantry staff.

Alex’s program engagement record for the food pantry program

The program engagement page tracks an attendee’s status in a program (1), which is pretty short for the food pantry program but could be longer for more-guided programs at NMH. It also shows all of the service deliveries (2) in one place, the details of the engagement and the client, and any files (3) related to that program engagement (such as a consent form, proof of income, photo of client, or initial registration form).

Because NMH uses the Nonprofit Success Pack (NPSP), too, household accounts are included in this record. If your organization uses NPSP, it’s best to add the household account to any programs that benefit not just an individual, but a whole household. Because Alex’s son also benefits from the food pantry, the household account is listed on this record and was included when the program engagement was created.

The Program Cohort Page

Remember that program engagements can be grouped together into program cohorts. So when Gia added Alex to the monthly food pantry cohort, it added her program engagement record to that page, as well.

Your nonprofit may use cohorts to track things like participants in a class, review how members of a group that entered a program together are progressing, or track participants who receive services at the same location. NMH does a little of each.

On the program cohort record, you can easily see the status of each engagement and any associated files, as well.

The program cohort record page

Record Service Deliveries

Later at the food pantry, a program assistant is getting ready to record a visit for Alex. Remember those permission sets from Unit 1? Gia’s staff at the pantry have the PMM:Deliver permission set, which allows them to create program engagements and service deliveries but not change programs, services, or program cohorts.

Let’s follow along as the program assistant adds a service delivery for Alex’s visit.

But, first, it’s worth mentioning that there are a few ways to do this. The program assistant could click the Service Delivery tab in the navigation bar, then click New. Or, they could go to Alex’s record and click the Create New Service Delivery button. Or, they could go to the Service Deliveries related area on the program engagement record.

Today, the program assistant goes to Alex’s program engagement record and clicks Create New Service Delivery. This way, auto-naming is applied to the new record, and all of the relevant info—like Alex’s contact record and program engagement—is already populated, which saves time.

From there:

  1. The program assistant searches for and selects Produce and Fresh Food Distribution so that they can record Alex’s kale and broccoli—she’s all about that iron.
  2. For food pantry visits, the quantity is measured by the number of food items distributed. The NMH staffer enters 3 in the Quantity field.
  3. The service provider is left blank for now, but you could use this field to record the name of a volunteer, case manager, or other provider.
  4. The delivery date value defaults to today. Perfect! The food pantry team at NMH is on top of their data.
  5. The assistant clicks Save.

The Create New Service Delivery interface

The service delivery is now related to Alex’s program engagement and contact records, and the NMH staff has a place to add files and other information about the delivery if needed. Service deliveries have an automatic naming convention to save time, just like program engagements.

A service delivery record

Record Several Service Deliveries—and Save Time—with the Bulk Service Delivery Tool

Adding one service delivery is great—but what if you want to enter several at once?

Alex didn’t just get broccoli and kale—she has some other items, as well: boxed pasta, a few cans of diced tomatoes, and some personal care items. Fortunately, the NMH staff doesn’t have to waste clicks on repeating single entries. Instead, they can use the bulk services delivery tool, a handy PMM feature that allows you to add several service delivery records at once.

Here’s how the program assistant uses the tool.

  1. The assistant clicks the Bulk Service Deliveries tab in the Program Management app navigation bar.
  2. They search for and select Alex as the client in the first record row shown.
  3. Because the assistant selected Alex as the client, they now have a list of her engagements populated in the program engagements field. They pick the Food Pantry program engagement. (They could click +New Program Engagement to create a new one, too.)

    The Bulk Service Deliveries interface
  4. The program assistant starts by recording the boxed pasta, classified as Dry Goods at NMH, so they select that service.
  5. The delivery date is today, again. Default is fine.
  6. The assistant enters 3 in the quantity field and takes a moment to marvel at the magic of auto-save. If you enter a record in error, you can always click the trash can icon ( Delete icon) to get rid of it right from this screen. If you don’t, you’ll have to find and delete it later since a record was created through auto-save.
  7. They then click +Add Entry to add another Service Delivery and repeat the same process, but for the personal care items. A message in each row lets the assistant know the record is saved.

    The Bulk Service Deliveries with both rows included
  8. The program assistant clicks Done and sees a confirmation message about the number of service delivery records added.


The Bulk Service Deliveries tool doesn’t have to be used with just one client at a time, though. Other program teams at NMH use it to take attendance for clients during workshops, add different services for several clients at the end of busy days, and more.

This tool and others in PMM are helping Gia and her team become lean, mean, program-tracking machines—or maybe kind program-tracking machines, given the work they do.

In the next unit, we’ll look at how they can use all of that data for better, faster reporting right from Salesforce.

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