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Program and Case Management
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            Participant Management Agent

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            Participant Management Agent

            Create benefit disbursements, referrals, tasks, and interaction summaries, participant summaries, and update participant goals for program management with an assistive AI agent. Deploy the Agent in your Slack workspace.

            Available in: Lightning Experience
            Available in: Enterprise, Professional, Unlimited, and Developer Editions with an Agentforce or Einstein for Sales, Service, Platform, or Industry add-on license, where Program Management is enabled. Requires each user to have the Agentforce or Einstein add-on to access the actions.

            With the Participant Management Agent, case managers, service providers, and program staff members can complete these tasks.

            • Create and update referral records
            • Create benefit disbursements
            • Update participant goals
            • Prepare and create notes
            • Create tasks related to program participants
            • Summarize a participant and their program engagement

            Agentforce Participant Management Permissions

            Review the required permissions for using the Participant Management Agent.

            Task Required Permissions
            To use Program Management: See Program Management Editions and Permissions
            To use Program Management generative AI features: Programs Assistive AI permission set
            To create and manage the prompt template to build and activate new agents Prompt Template Manager permission set
            To run and use the prompt template Prompt Template User permission set
            To manage referrals: Case Referral permission set
            To manage interactions and interaction summaries: Interaction Summary permission set
            To view the intake checklist

            Form Framework User permission set

            OR

            Form Framework Manager permission set
            To view Application Form objects and fields: Track Applications permission set
            To access all complaint objects and fields: Complaints Management Access
            To access care plans, care barriers, care barrier types, and care plan details: Care Plans Access

            Participant Management Agent Template, Subagents, and Actions

            Use the Participant Management agent template to create benefit disbursements, referrals, and interaction summaries, and update participant goals with an assistive AI agent. The agent template contains the subagents and actions needed to accomplish the agent’s jobs.

            To refine and craft a structured client note from rough meeting notes, use these agent components.

            • Prepare Participant Notes prompt template
            • Participant Notes subagent
            • Prepare Participant Notes action

            To create a summary of a participant and their program engagement during a specified date range, use these agent components.

            • Prepare Participant Summary prompt template
            • Participant Summary subagent
            • Prepare Participant Summary action
            Note
            Note Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you may see a mix of the new and previous terms in our documentation.
            Subagent Description Included Actions
            Participant Benefit Management Logs participant benefit disbursements when the user conveys the intent to create a record by using words such as “record,” “log,” “apply,” and “disburse”.
            Participant Goal Management Updates goals when the user includes keywords such as “started,” “completed,” or “update” a goal in the request. For example, “Jane Doe started her goal . . .”.
            Participant Referral Management Assists case managers in creating internal or outbound referral records.
            Participant Notes Clean up informal notes by formatting them and identifying and requesting missing details from the user. Prepare them for official documentation in a new or existing interaction record. Create interaction and interaction summary records to save the finalized notes.
            Participant Task Management Creates tasks or reminders to follow up with a participant when the user explicitly requests a task to be created. For example, if the user uses phrases such as “remind me,” “set a reminder,” or “create a follow-up”.
            Participant Summary Assist staff working with program participants by generating an overall summary for a participant, including related records, or by providing summaries of related records. The subagent doesn’t provide answers to general Salesforce or FAQ-style questions or provide a list of goal statuses.

            SEE ALSO:

             
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