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Set Up the Intake Process

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Set Up the Intake Process

Offer administrators a connected form framework that powers a seamless, guided intake experience for constituents applying to benefit programs.

Required Editions

Activate the Omniscripts and FlexCards for each intake stage and then link them through Application Render Methods and action plan templates. That way Customer Community Plus users can log in, apply once, and track their application status by benefit stage in the correct order.

Set Up Form Framework

  1. From the App Launcher, find and open OmniScripts.
    1. Create and activate new versions of these Omniscripts.
      • Household Application
      • Evaluate Benefits Eligibility
      • Applicant Acknowledgement and Details Submission
  2. From the App Launcher, find and open Flexcards.
    1. Clone and activate these flexcards.
      • HouseholdDetails
      • DisplaySubmittedBenefits
  3. From the App Launcher, find and open Application Render Methods. Create render methods for these records.
    Render Method Name Method Record Method Type Usage Type
    Common Questionnaire OmniProcess and Household Application Omniscript Form Framework
    View Common Questionnaire Omni Ui Card and Household Details Flexcard Form Framework
    Evaluate Benefits Eligibility OmniProcess and Evaluate Benefits Eligibility Omniscript Form Framework
    View Evaluate Benefits Eligibility Omni Ui Card and DisplaySubmittedBenefits Flexcard Form Framework
    Acknowledgement OmniProcess and Applicant Acknowledgement and Details Submission Omniscript Form Framework
    LIHEAP LIHEAP Omniscript Form Framework
    SNAP SNAP Omniscript Form Framework
  4. From the App Launcher, find and open Application Stage Definitions. Create application stage definitions to connect the render methods.
    Name Edit Type Application Render Method View Type Application Render Method Type
    Common Questionnaire Common Questionnaire View Common Questionnaire Form Framework
    Evaluate Benefits Eligibility Evaluate Benefits Eligibility View Evaluate Benefits Eligibility Form Framework
    Acknowledgement Acknowledgement Acknowledgement Form Framework
    LIHEAP LIHEAP LIHEAP Form Framework
    SNAP SNAP SNAP Form Framework

Set Up Action Plan Templates and Intake Omniscripts for Integrated Application

Required Editions

User Permissions Needed
To configure Omniscripts: Customize Application
  1. From the App Launcher, find and open Action Plan Templates. Create action plan templates to define and enforce the steps needed to apply for benefits. This helps constituents complete a consistent, guided process without missing any required information.

    The sample configuration values in this table show how specific action plan templates are linked to the stages and parts of the benefit application process.

    Action Plan Template Name Action Plan Type Target Object Intake Form Section Name
    Applicant Information Industries Application Form Common Questionnaire
    ELIGIBILITY EVALUATION Industries Application Form Evaluate Benefits Eligibility
    LIHEAP Industries Application Form LIHEAP
    SNAP Industries Application Form SNAP
    Acknowledgement & Submission Industries Application Form Acknowledgement
  2. From the App Launcher, find and open Integration Procedures.
    1. Open and create a version of the Create Application Form With Action Plan integration procedure.
    2. Click and open the details of the SetActionPlanTemplateIds element.
    3. Click Edit as JSON.
    4. Insert the action plan template IDs of action plan templates. For example, Household Application and ELIGIBILITY EVALUATION in Id1 and Id2 respectively. 
      [{"Id1":"0PRSG00000180a94AA"}, {"Id2":"0PRSG00000180a94BB"}]
    5. Save and activate the integration procedure.
  3. Open the Evaluate Benefits Eligibility Omniscript and go to its Setup.
    1. In Seed Data JSON, enter the key and value details.
  4. From the App Launcher, find and open the Digital Experience app.
    1. Click Benefit Assistance, and then click Builder.
    2. Click Apply For Myself in Builder.
    3. In the Application Form Detail page, click the Application Sections component.
    4. Under Form Review, set these design attributes.
    • Render Method: View if Submitted
    • Order Action Plans: Display Order
    1. Publish the changes.

Log in to the Benefit Assistance site as a Customer Community Plus user. Click Apply For Myself and proceed to apply for benefits.

Automate Constituent Data Entry in Integrated Application

Reduce manual effort for constituents applying for benefits by configuring account-contact relationships, household structures, and appropriate data sharing permissions to streamline data capture.

  1. Enable Account-Contact relationship.
    1. From Setup, find and open Account Settings.
    2. Under Contacts to Multiple Accounts Settings, select Allow users to relate a contact to multiple accounts.
  2. Create a household account.
    1. Create a Business Account type of household account.
    2. From the App Launcher, find and open Accounts.
    3. Click New. See Account Fields in Salesforce Help.
    4. Select Business Account and enter a name for the account.
    5. In Related Contacts, click Add Relationship to add Account Contact Relationship records for the head of household and all the members of that household.
    6. Create relevant object records and link them to the person accounts. For example, Party Profile, Party Profile Address, Party Income, Party Expense, and Party Profile Asset.
    7. Share all the household records to the respective user in read-only mode.
  3. Configure field-level security for all the Party objects and fact entities. For example, for PartyProfile, set all the fields visible on the form, such as AccountId, RelatedPartyProfileId, LastName, FirstName, and PrimaryEmail.

Enable Authorized Representative in Integrated Application

Set up an authorized representative, such as a trusted family member, friend, or advocate who can apply for benefits on behalf of the constituent.

 
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