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Managing Investigative Cases in Salesforce Public Sector Solutions
Get help to manage all aspects of your investigative process, from complaint filing and case creation, to investigations, results, and outcomes. Use the standard console app for investigative case management to streamline the investigative process. The predefined case record page, also called Casework Overview, offers a centralized hub for managing case critical data and for accessing case details.
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Public Sector Solutions offers a suite of objects and functionality that provide a framework for efficient and digital-first investigative case management. Complaint intake officers, incident managers, investigators, caseworkers, and other Public Sector Solutions users can:
- Capture complaint details.
- Screen and assess complaints.
- Document and investigate cases.
- Record participants and their roles, and record violations.
- Collect information regarding evidence and track the chain of custody.
- Track the details of proceedings.
- Capture service requests and motions related to case proceedings, such as a request for an extension.
- Document and track the court's rulings by using enforcement actions, case episodes, and care plans.
Investigations are conducted throughout various segments of government agencies. The nature of an investigative case differs based on the agency segment and the investigation's objective. Typical cases involve issues such as irregularities in licenses, permits, or authorizations; mismanagement of public funds; fraud or denial of rightful benefits; unlawful market activities; unauthorized distribution of medical prescriptions; and complaints regarding employee conduct.
Here are a couple of examples of investigative case scenarios.
Fraud Investigation
A constituent registers a fraud complaint or reports certain irregularities. An incident manager reviews the complaint and uses assessments to evaluate the severity of the allegations.
If the initial examination reveals potential wrongdoing, an investigative officer conducts a formal inquiry that includes visiting the site, interviewing participants, collecting evidence, and tracking the chain of custody. The investigator can also request additional information from other agencies or from partner organizations.
Agencies can resolve an investigative case:
- Internally, outside of the court system. For example, the agency addresses the issue by creating an enforcement action or a care plan for one or more participants.
- Through a court case proceeding. The agency tracks the case and the results of the court hearing by using case proceeding information.
- By referring the case to another agency.
- Without taking action.
Other examples of investigative cases include permit non-compliance, misuse of grant funds, illegal market practices, illegal issuance of medical prescriptions, and employee behavioral complaints.
Justice
A constituent or their attorney files a civil complaint with a court. For example, an apartment owner files a complaint against a tenant for breaching the rental agreement contract by not paying rent and refusing to vacate the apartment. The complaint describes the constituent’s grievance, identifies participants, including the tenant who’s being sued, and includes supporting evidence, such as the rental agreement and relevant bank statements.
A court clerk creates a case, reviews it, and evaluates its assessment. The clerk records the case participants and assigns them a role, such as judge, attorney, plaintiff, or defendant. The clerk also documents relevant laws, regulatory codes, details, qualified evidence, and potential infractions.
When the proceeding concludes, the court's ruling is recorded as a case proceeding result. The court clerk uses case episodes to track and manage actions for the proceeding, such as detention, probation, placement, removal, or suspension. If necessary, the court clerk creates a care plan to assist participants in accordance with the judge’s ruling.
Other examples of judicial or civil cases include property and housing disputes, family law disputes, consumer debt cases, and corporate negligence.
Agentforce for Complaint Management
Complaint intake officers can handle high complaint volumes effectively with the help of an Agentforce agent. The agent can summarize complaint information, find similar past complaints, and flag potential regulatory code violations for review. It also administers compliance assessments and notifies relevant parties about the investigation.
For more information, see Complaint Management with Agentforce.
- Investigative Case Management Workflow
Explore how various personas can use Public Sector Solutions through the lifecycle of an investigative case to file a complaint, assess the complaint, create a case, investigate the case, manage evidence, initiate case proceedings, and finally record the resolution of the case. - Casework Overview in Investigative Case Management
Get a comprehensive view of a case and manage critical case data from the predefined case record page, known as Casework Overview. After you set up Investigative Case Management, Casework Overview is readily available in the Investigative Case Management console app. - Investigative Case Management Prerequisites
Before you set up Investigative Case Management in Public Sector Solutions, complete the prerequisites. Enable care plans and program and benefit management settings only if you plan to use care plans and manage investigative cases for social programs. With Salesforce Go, you can set up and configure Investigative Case Management from one streamlined setup location. - Set Up Caseworker Productivity Analytics for Investigative Cases
Get insights into case trends, caseload distribution, and case processing times with the Caseworker Productivity App. - Complaint Intake for Investigative Cases
Enable constituents and their legal representatives to easily file complaints for investigative cases from your benefit assistance portal. - Capture and Fulfill a Service Request for a Case Proceeding
Enable constituents and their legal representatives to request case proceeding deferrals by using a guided flow on the benefit assistance portal, and configure an approval process for caseworkers to easily review the requests. - Define Assessments for Investigative Cases
Work with case managers to develop a comprehensive database of assessments that enables incident managers in preliminary evaluations and supports investigators in case and risk evaluations. - Evidence Management for Investigative Cases
Simplify the evidence collection process by using a guided flow in the Custody Items tab in Casework Overview, a predefined case record page. Specify custody item details, custodian details, and select the related regulatory code violations for the custody item, all in a single workflow. - Conduct Assessments for Investigative Cases
Equip incident managers to perform preliminary assessments, and investigators and caseworkers with a predefined questionnaire to proceed with a case or risk assessment. For example, an investigator can use the checklist-style assessment to ensure that all required preliminary checks on an investigative case are completed. - Create a Case Proceeding
Create case proceeding records to track the details of criminal or civil legal proceedings in Public Sector Solutions. - Create a Case Proceeding Result
Record and track decisions and rulings of legal proceedings as enforcement actions, episodes, or care plans in Public Sector Solutions. - Record and Track Events Using Case Episodes
Create case episodes to represent events related to legal proceedings, such as remanding a defendant to detention, suspending a driver's license, or temporarily placing a child in foster care for the duration of legal proceedings.
