An authorized representative can start a benefit application for someone else, record consent for the capabilities they cover, and leave a trail the agency can review. Representatives never need the applicant's password, and they never impersonate the applicant. This release doesn't include a control to grant or revoke access.
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:
- Internal admins and agents: Assign the Authorized Representative Access for Public Sector permission set.
- Community users on Experience Cloud sites: Require Customer Community Plus license. Assign the Authorized Representative Community Access for Public Sector permission set.
Why: Not every applicant can complete a public benefit application on their own. In this release, the representative signs in and designates themselves as the representative for the applicant for specific capabilities. Representatives never need the applicant's password, and they never impersonate the applicant. This release doesn't include a control to grant or revoke access.