Agencies can now authorize and track service delivery for operational services like court translators, expert witnesses, and investigative consultants—as well as service-based benefits to constituents like nursing support and nutrition assistance with Service Authorization and Service Delivery.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions where Agentforce Public Sector is enabled.
Why: Government agencies engage third-party service providers beyond benefit programs. Examples include translators for court proceedings, expert witnesses for investigations, background verifiers for recruitment, and consultants for case management.
Without a structured way to authorize and track services, agencies can't validate that invoiced services match authorizations, track remaining authorized units for constituents and providers, or maintain audit trails for payment approval.
Service Providers can now:
- Issue service authorizations for non-monetary services.
- Track delivery of non-monetary benefit services without duplicating benefit disbursement records.
- Link service delivery records to downstream claim adjudication so claim approvers can validate invoices against actual services delivered.
- Give providers visibility into unclaimed authorized service units through Experience Coud portals.