New Connections and Program Management

Available in: Lightning Experience

Available in: All Editions with Energy & Utilities - Growth

New Connections and Program Management extend the Salesforce Energy and Utilities application framework and the standard Milestones and Entitlements framework. It helps utility connection managers coordinate end-to-end connection processes while meeting regulatory timeframes and managing workload capacity.

New connections applications move through many stages, such as intake, site survey, design, permitting, construction, and closeout. Because these stages span different teams and regulatory deadlines, standard SLAs are often not enough. New Connection and Program Management closes those gaps by adding key capabilities on top of the native framework.

• Program-driven milestone assignment
• Flexible milestone ownership
• Have tasks for each milestone at various stages
• Visual progress tracking via the reusable Milestone Tracker component

The feature centers on the Individual Application record and the Milestone Tracker component. Together, they provide milestone-based tracking and SLA compliance management at every stage, giving internal utility staff and external customers visibility into progress and timelines. Because the feature stays aligned with the native framework, your configuration remains upgrade-safe.

Use New Connections and Program Management to:

• Receive and validate new connection applications for residential, commercial, or distributed generation interconnect requests.
• Generate milestone plans with SLA timers when applications are created.
• Track milestones and tasks through a visual table and Gantt chart components on the Individual Application page.
• Monitor SLA compliance with color-coded risk indicators (green for on track, yellow for at risk, red for breach imminent).
• Assign milestones and tasks to specific roles or teams through a configurable assignment table.
• Integrate with existing Clean Energy Program modules, such as Program Enrollment, Document Management, and Case Management.

• Key Terminology for New Connections and Program Management
  Browse through this collection of terms, key objects, and key concepts.
• New Connections and Program Management Components and Integrations
  New Connections and Program Management work with several Salesforce Platform capabilities.
• Milestone Tracking for New Connections
  Milestone tracking for New Connection Management helps your utility monitor the key stages of a service connection request directly on the individual application record. Milestones are tied to entitlement processes and service-level agreements (SLAs), so your team sees at a glance whether a connection is on schedule. This visibility keeps residential and commercial connections moving and helps you meet the timelines that customers and regulators expect.
• Set Up Milestone Tracking for New Connections
  Set up milestone tracking so your team can track new service connections against SLA targets on the Individual Application record. As an admin, you provision licenses, enable the feature, grant access, configure entitlements, and add the Milestone Tracker to the record page. When you finish, your team sees milestone progress on each connection.