Get Started with the Case Object

Learning Objectives

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

• Explain what the Case object is, and how it’s used.
  
• Describe how cases and related records work in Nonprofit Cloud for Programs Case Management.
  

Salesforce for Nonprofits includes integrated platform solutions and managed packages. This module discusses Nonprofit Cloud for Programs, an integrated solution that includes Case Management. For information on managed package products, visit the Manage Client Outcomes with Nonprofit Cloud Case Management trail. If you’re not sure which solution your organization uses, check with your Salesforce admin.

Before You Start

Before you start this module, consider completing the following recommended content.

• Nonprofit Cloud for Programs Case Management: Quick Look
  

Meet Cases

Case records are the cornerstone of Nonprofit Cloud for Programs’ case management features. 

Case management drives better participant outcomes by helping program teams deliver individualized care, collaborate to improve support, and understand the entire context of every participant. Cases are where that context is stored.

Case workers at different organizations use different terms to describe the people they serve, such as clients, students, guests, or something more specific. We use the term participant here to refer to anyone enrolled in your programs and benefits.

In this module you explore cases, learn how to create them and use them throughout your relationship with a participant. 

Explore the Case Object

Case is the standard object at the core of Service Cloud and its features. Each case record represents a stakeholder’s question, feedback, or issue. 

At some businesses and nonprofits, support agents use cases to interact with customers and track the resolution of issues. At other businesses, sales reps use cases to track issues during the sales process.

In Nonprofit Cloud for Programs, you use cases in a similar way, but with a few differences.

Each case contains a participant’s relationship with your organization, a program, or a case manager. Cases relate to other important records such as referrals, care plans, and case programs to give you a comprehensive view of each participant’s needs, challenges, and plans. Think of each case as a folder that follows a participant and collects all of the information about their engagement.

Follow a Case from Start to Finish

Now explore further into how cases function at the nonprofit Hunger No More International (HNMI).

HNMI is an antihunger organization that provides many services, including nutritional counseling. Case Manager Sandra Garcia uses case records daily to manage her caseload.

In this module, you follow Sandra as she uses a case throughout her relationship with a participant named Jo Silvas.

HNMI receives a referral request for Jo from another organization via an API connection. Based on the request, Nonprofit Cloud creates a referral record for Jo. Sandra then uses the referral record to create a case. The process to create a case from a referral minimizes manual data entry and reuses information already in Salesforce.

After Sandra creates a case record, she starts the intake process for Jo to ensure she’s a good candidate for HNMI’s programs and benefits. Sandra uses a predefined intake checklist to complete assessments and collect other requirements.

Sandra determines that Jo’s a good candidate for two of HNMI’s programs. Sandra uses the case record as a starting point to create a related care plan. Fortunately, a care plan template with common goals, programs, and tasks makes the process of creating Jo’s care plan easier.

Jo’s care plan and case records now guide Sandra and her through the process. Along the way, Sandra uses the case record as a central point to view Jo’s progress and record notes and incidents. If Sandra is unavailable to help Jo, another case worker with the appropriate permissions can pick up Jo’s record to provide fully informed care.

Eventually, as Jo meets her goals and Sandra’s work finishes, Sandra closes the case. The case record remains in Salesforce for reporting and review.

Now that you have a high-level idea of how to use cases in Nonprofit Cloud for Programs, it’s time to learn how to create and manage cases. Join Sandra as she creates a case from a referral in the next unit.

Resources

• Trailhead: Nonprofit Cloud for Programs Case Management: Quick Look
  
• Trailhead: Care Plan Management in Nonprofit Cloud for Programs
  
• Salesforce Help: Case Management
  
• Trailhead: Nonprofit Cloud Case Management Basics (Managed Package Product)