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Investigative Case Management Prerequisites
Before you set up Investigative Case Management in Public Sector (formerly 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.
Enable Timeline
Give investigators and caseworkers a chronological view of a case’s past, ongoing, and upcoming activities, such as new case participant or new regulatory code violation.
Enable Investigative Case Management
Turn on investigative case management to activate the Investigative Case Management console app. Caseworkers can create and manage investigative cases, and work with Casework Overview, a predefined case record page.
Enable Path
Turn on path so that the Path component is visible on the case record page.
- From Setup, in the Quick Find box, enter Path, and then select Path Settings.
- Click Enable.
See Enable Path.
Enable Case Proceedings
Turn on case proceedings so that caseworkers can manage and track legal proceedings and their related investigations.
Enable Evidence Management
Turn on evidence management so that investigators and caseworkers can create and manage evidence, which is recorded as a custody item for a case.
Enable Care Plans
Enable Program and Benefit Management
Set Field-Level Security
Give users access to fields that aren't visible or accessible by default so that the fields are available for managing investigative cases
Set Up Group Membership
To show group representation in the Actionable Relationship Center (ARC) graphs on the Case Relationships and Case Participants tabs in Casework Overview, enable group membership.
The ARC graphs show your case’s relationships with other objects, and the relationships of the different participants involved in a case. For example, to show the relationship between defense council members, represent them as a group that includes defense lawyer and defendant.
Set Up Interaction Summaries
Help investigators, caseworkers, and other users capture and manage interaction notes by using interaction summaries.
The enhanced interaction note interface enables users to seamlessly create meeting notes; add interaction details, attendees, and interest tags; and share the notes with other users. See Set Up Interaction Summaries.
Set Up Dynamic Assessments for Investigative Cases
To help incident managers conduct preliminary assessments and to support investigators perform case and risk evaluations, set up dynamic assessments.
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Assign these permission sets to the users who set up and work with Dynamic
Assessments.
- Action Plans
- Dynamic Assessment Access
- Industries Assessment
- OmniStudio Admin
Alternatively, assign the admins the Public_Sector_Solutions_Admin permission set group to assign them the required permission sets. The permission set group also provides access to additional common features that the admins can set up for users.
See View and Assign Permission Sets in Public Sector and View and Assign Permission Set Groups in Public Sector.
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Assign these permission sets to the users who work with Dynamic Assessments. For
example, case managers, caseworkers, and investigators.
- Dynamic Assessment Access
- Industries Assessment
- Action Plans
- OmniStudio User
- For Dynamic Assessments involving regulatory compliance, Public Sector Access
- For onsite Dynamic Assessments, Industries Visit
Alternatively, assign the users the Investigative_Case_Management_Officer permission set group to assign them the required permission sets. The permission set group also provides access to additional common features.
See View and Assign Permission Sets in Public Sector and View and Assign Permission Set Groups in Public Sector.
- Turn on Discovery Framework.
Assign Permissions
-
Assign these permission sets to anyone who sets up Investigative Case Management, for
instance a Salesforce admin.
- Action Plans
- ARC Access
- Care Plans Access
- Case Proceedings
- Dynamic Assessment Access
- Evidence Management
- Group Membership
- Industries Visit
- Interaction Summary
- Investigative Case Management
- OmniStudio Admin
- Public Sector Access
Alternatively, assign the users the Investigative_Case_Management_Officer permission set group to assign them the required permission sets. The permission set group also provides access to additional common features.
-
Assign these permission sets to an internal user who works with investigative cases,
for instance investigators or caseworkers.
- Action Plans
- ARC Access
- Care Plans Access
- Case Proceedings
- Complaints Management Access
- Dynamic Assessment Access
- Evidence Management
- Group Membership
- Industry Assessment
- Industries Visit
- Interaction Summary
- Investigative Case Management
- OmniStudio User
- Public Sector Access
Alternatively, assign the users the Investigative_Case_Management_Officer permission set group to assign them the required permission sets. The permission set group also provides access to additional common features.
See View and Assign Permission Sets in Public Sector and View and Assign Permission Set Groups in Public Sector.
