Give your constituents a unified digital intake experience so they can apply for multiple government benefit programs at once. Constituents and their authorized representatives complete one combined application that checks their information against eligibility rules and prefills previously saved details to reduce retyping. Caseworkers get faster, lower-error intake, and supervisors gain consolidated workflows that improve compliance, oversight, and reporting accuracy across programs.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions where Agentforce Public Sector is enabled.
Who: This capability is available to:
- Company Community users (Salesforce Platform): Require Customer Community Plus license. Assign the Authorized Representative Company Community Access for Public Sector permission set.
Why: Constituents often face fragmented processes and separate portals when applying for government assistance, which can lead to missed benefits and delayed support. A single integrated application unifies intake for programs such as the Low Income Home Energy Assistance Program (LIHEAP) and Supplemental Nutrition Assistance Program (SNAP). The application evaluates applicant data against preconfigured sample eligibility rules for LIHEAP and SNAP using parallel processing, and it prefills previously submitted profile data to save constituents' time. Because the intake journey is built on the Form Framework, the application evaluates conditional eligibility mid-application. If an applicant's income disqualifies them for a program, the application hides irrelevant fields and re-sequences the form steps automatically, so applicants complete only the forms for the programs they qualify for.
How: Define the rules used to prescreen applicants for your benefit programs by creating expression sets from prebuilt or custom templates, and then link those expression sets to their respective programs. Set up the default data flows to automatically save applicant information into application records. To enable authorized representatives to apply on a constituent's behalf, configure representative access and deploy the guided application flow to your Experience Cloud site.
See Also
- Capture Authorized Representatives Information
- Salesforce Developer: Benefit Management Data Model (can be outdated or unavailable during release preview)
- Salesforce Help: Intergrated Application in Benefit Management (can be outdated or unavailable during release preview)
- Salesforce Help: Authorized Representative for Benefit Management (can be outdated or unavailable during release preview)