Program Management

Available in: Education Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.

Program Management is available in multiple Salesforce products. You can use this feature in these ways.

• Define programs and benefits for organizational initiatives.
• Schedule recurring benefit sessions to bring ongoing services and support to individuals in the community.
• Enroll individuals to programs and benefits.
• Track and manage program enrollments and benefit disbursements.
• Track drop-in participants and the benefits they receive.
• Easily aggregate program and benefit insights and report to stakeholders.
• Administer intake assessments during program enrollment to understand the enrollee's needs and goals.

Here are some examples of how your agency, institution, or organization can use Program Management.

• Alleviate hardships such as unemployment, homelessness, domestic issues, abuse, and neglect.
• Manage community programs such as food pantries, animal rescue services, and elder services.
• Manage programs and initiatives to mentor, tutor, and support student success and youth development.
• Offer and track environmental programs such as habitat cleanup services.
• Define and track Corporate Social Responsibility philanthropic programs.
• Provide employee coaching and training programs. Programs such as investment support, IT and technical skills development, and compliance training to help businesses and organizations reach goals, assess areas of investment, and upskill staff.

Program Management uses these key terms.

Program

The thematic area that makes up your organization's mission or represents a department providing services. For example, wildfire relief, job or career readiness, alumni mentoring, environmental cleanup, animal rescue, patient support, and food distribution for the homeless. You can add participants and benefits to a program.

Program Enrollment and Program Participant

A record that stores the association between a program and a participant. See all the participants that are enrolled in a program in the program enrollment list. Participants can even be animals, streams, and gardens.

Benefit

Activity or service that a program offers to your community or individuals. Programs can include multiple benefits. A few examples: Benefits in a wildfire relief program can include clean water distribution and providing emergency shelter. In a cancer support program, benefits can include patient support groups and caregiver education resources. For a career services program, benefits can include counseling and resume-writing workshops.

Benefit Type and Unit of Measure

Benefit types categorize benefits into buckets such as monetary, services, or goods. To report on benefits distributed across programs, use benefit types in combination with unit of measure.

Benefit Schedule

Scheduled instances of a benefit, such as a session or a workshop. A schedule can be a single benefit session or a recurring schedule of sessions. For example, a tutoring session that is held every Wednesday night from 6 PM to 8 PM for six weeks.

Benefit Session

An instance of a benefit schedule with a specific start and end date and time. In a benefit schedule of classes running for six weeks, each class is a benefit session. For example, an HTML Basics session that is offered on Monday from 10 AM to 5 PM, a clothes donation drive on Sunday from 9 AM to 5 PM.

Benefit Assignments and Participants

Benefit assignments connect a contact or account (also known as participants) to a benefit schedule or benefit session.

Benefit Disbursement

A benefit that’s given to a participant. Benefit disbursements are the backbone of reporting who received benefits from your organization and when they received them. Looking at a career counseling benefit as an example, a benefit disbursement shows that on August 15, John received two hours of career counseling.

Program Management is used in multiple Salesforce products. We built it flexible enough so that it can support many use cases and so you can benefit from even more innovations and enhancements. Learn more about this feature in Education Cloud, Nonprofit Cloud, and Public Sector Solutions.

• Program Management Editions and Permissions
  Review the supported products and editions for Program Management. Then learn about how your product handles permissions and how to assign them.
• Program Management Prerequisites
  To prepare your org for Program Management, complete these tasks.
• Configure Assessments for Programs and Appliations
  Boost productivity, accuracy, and program compliance by streamlining assessment completion and comparing assessment scores over time.
• Assessment Generation for Program Management
  Automatically generate digital Discovery Framework assessment questions from PDF or DOCX-formatted source documents by using Einstein generative AI. Assessment Generation streamlines program assessment workflows, saves money and time, and reduces the need for administrative assistance.
• Set Up Data Bundles for Program and Case Management
  The Program and Case Management data bundles are a tool to quickly and easily map your Program and Case Management objects to data model objects in Data Cloud. After you’ve mapped your objects, you can take advantage of Data Cloud’s tools and analytics and combine your Salesforce data with additional data streams for a complete view of your organization’s stakeholders.
• Configure and Schedule Program and Benefit Summary Calculations
  To summarize program participation and benefit disbursement data, Program Management provides three Data Processing Engine definition templates. Use the Data Processing Engine to calculate attendance rates and to transform and summarize program enrollment and benefit disbursement data into new records. Clone, customize, and activate these templates. The Program Management Data Processing Engine Definitions are not scheduled to run automatically by default. To run them on a schedule, create a schedule-triggered flow.
• Agentforce for Program and Case Management
  Use generative AI to help case managers and program staff streamline administrative work. Use agent templates, subagents, and actions to create referrals, update participant goals, create benefit disbursements, and prepare notes.
• Understand the Intake Checklist
  Make sure that intake coordinators collect the right information for each program that your organization manages by setting up the building blocks of your Intake Checklist. An Intake Checklist is a list of forms that enable intake coordinators to collect information efficiently. You can create the forms using flows, Flexcards, or Omniscripts. Intake checklists appear on the Intake Checklist tab of any corresponding application forms. The Intake Checklist uses the Form Overview component from Form Framework to display the forms to the intake coordinator in an organized structure.
• Set Up Program Participant Intake Tracking
  Set up your Salesforce org to track participant intake to programs and efficiently manage application forms and follow-ups. Help intake coordinators use the Intake Lightning app to submit one application form for multiple programs, check the applicant’s eligibility for all the programs in one place, and manage in-progress applications. For programs with simpler entry requirements, coordinators can also add a participant to a program with a quick action.
• Understand Eligibility Criteria for Programs
  Eligibility criteria define who can enroll in a program and receive benefits. Set up criteria for each program to help intake coordinators efficiently check an applicant’s status during the intake process. For example, criteria can include age ranges and ZIP codes.
• Specify Eligibility Criteria for Programs
  Create eligibility criteria that are unique to each program, and check a participant’s eligibility against their participant record on an application. Intake coordinators can see a participant’s status, which helps them make faster decisions and prevent non-compliant enrollments.
• Track Tasks and Documents with Action Plan Templates and Program and Case Management
  Use action plan templates to define repeatable tasks and checklists to help clients and staff stay focused and productive. For example, create tasks to meet the documentation requirements or necessary approvals for your programs and benefits, or for clients to check in with their caseworker on the goals in their care plan. After you create a template that includes tasks and checklist items, publish it and assign it to the appropriate record to create those repeatable tasks from the record.
• Improve Accuracy and Compliance with Stage Management for Program Management
  With Stage Management, automate repetitive tasks, reduce human error, and make sure regulatory compliance for program enrollments. This feature drives efficiency and consistency as program staff move participants through well-defined stages with specific entry and exit criteria.
• Take Notes and Track Needs with Interaction Summaries and Interest Tags in Program Management
  Use Interaction Summaries to take and store detailed notes of meetings and conversations with students, clients, caseworkers, advisors, partners, and others. Specify the confidentiality level of the notes, add action items or next steps, and quickly search for and filter summaries to find notes from past interactions. Link a person’s interests and needs to interaction notes with Interest Tags.
• Stay Apprised of Actions and Tasks with Record Alerts in Program Management
  Use Record Alerts to get notified that you must act on a record to process an application or address a constituent concern. Or use record alerts to monitor concerns about grades, attendance, and other areas that affect student success.
• Manage Relationships, Events, and Timelines in Program Management
  Use graphs, events, and timelines to create visual representations of activities, the relationships among the community members that you serve, and the moments that changed their lives.
• Validation Rules, Report Types, and Reports for Program Management
  To enforce good practices and consistency when you enter data, add validation rules. To analyze your Program Management data, create report types and reports.
• Explore the Program Management Console App
  To quickly set up and manage programs, benefits, referrals, and benefit schedules and sessions, use the Program Management home page and console app.​
• Create Programs, Benefit Types, and Benefits
  Create programs for the initiatives that your organization offers and benefits for the activities or services that are part of your programs. To categorize and report on the benefits used across programs, use benefit types and units of measure.
• Create a Support Program in Education Cloud
  Educational institutions use program management to define and disperse benefits to support student success and mentoring initiatives. To assign a success team, add a benefit, and include an intake assessment to a new support program, use an enhanced creation process in Education Cloud.
• Track and Complete Intake for a Participant
  Use the Intake Lightning app to streamline your robust intake process and manage applications that are in progress. The app enables you to submit one application form for one or more programs, collect information about the applicant, and check the applicant’s eligibility for all the programs in one place.
• Enroll Individual Participants in Programs
  Use a quick action to add participants to a program. To create a multi-program application or to collect more information from an applicant during the intake process, use the Intake Lightning app instead.
• Manage Program Cohorts and Cohort Members
  Group participants together in a program, and track them as a group—or cohort—over time. Remove a cohort member and retain their history in the cohort.
• Manage Benefit Schedules and Sessions
  Streamline benefit delivery and attendance tracking by scheduling one-time, recurring, irregular, or infrequent benefit sessions. Then, add participants to or remove participants from benefit schedules or benefit sessions.
• Attendance and Benefit Disbursement Tracking
  Track attendance and the benefits delivered to participants to know what services were delivered. Also track walk-in, anonymous, or program enrollee benefit disbursements in bulk. Enter this information in Salesforce so that you can report and analyze session attendance. Use this information to determine the participants' engagement and identify trends, adjust upcoming sessions, and consider changes for similar benefits.
• Summaries of Program Participants and Benefit Disbursements
  On a Program or Benefit, get a quick view of the participation and disbursements on a program and include the summary fields in your reports. These counts are updated when the Data Processing Engine definition jobs run. Work with your Salesforce admin to schedule these runs to regularly update the counts. For a real-time count, ask your Salesforce admin to manually trigger the run.