Case Management with Experience Cloud

Build Meaningful Connections

Connect and engage directly with the people who matter most—whether through a job training community, a recovery program support site, or a client portal—using the power of Experience Cloud.

Use Experience Cloud to create and customize a beautiful, branded home base for your users that includes relevant Salesforce data. For example, create an Experience Cloud site for clients where they can systematically engage with their Case Managers, collaboratively work on their goals, and continuously forge a path to success.

To access the Case Management objects, Experience Cloud users need both an Experience Cloud license and the Case Management Permission Set License. The Nonprofit Experience Cloud SKU grants access to both required licenses.

Ready to see Experience Cloud in action? Watch the Nonprofit Salesforce How-To Series video about Experience Cloud demo.

Learn About Experience Cloud

Want to know more about creating and using an Experience Cloud site? We have a few options for you.

The Experience Cloud Basics and Customize Your Experience Cloud Site trails in Trailhead are a great place to start. For tips on setting up your site visit Set Up an Experience Cloud Site in Salesforce Help. When your Experience Cloud site is ready to go, give people access to it by creating partner accounts and assigning the required permission sets (Case Management Permission and Case Management: View) to their community licenses.

For more details, see Create Partner Users and Communities User Licenses in Salesforce Help.

Note When you assign permission sets, save yourself a heap of time by cloning the existing Case Management: View permission set. Name the new permission set Site Client: View.

Learn Which Components Are Available

Understand the Case Management components that you can use on Experience Cloud site pages.

These Case Management components are available in Experience Cloud. As a Salesforce admin, you see this selection of components automatically, and can add them to pages for your Experience Cloud users. Use sharing rules to further manage which records are visible to your users. Take the Use Sharing Rules for External Users trail in Trailhead to learn more.

• Attendance—add this component to the Service Session object page. Create sharing rules for the Service Participant and Contact objects or manually share Contact records so users can create Service Delivery records. (PMM component)

• Service Schedule—add this component to the Service Schedule object. (PMM component)

• Case Plan—add this component to the Case Plan object page.

• Client Card—add this component to the Contact object page.

• Client Card Details—add this component to the Contact object page.

• Client Photo—add this component to the Contact object page. To make the photo visible in Experience Cloud, give Read access on Age, Legal Name, and Photo File ID in the Site Client: View permission set.

• Program Engagement Snapshot—add this component to the Contact object. Create sharing rules for the Assessment, Client Note, Case Plan, Program, Service, Service Delivery, and Program Engagement objects.

• CM: Case Plan—add this component to a client site to give clients an overview of their case plan.

• CM: Case Plan Progress—add this component to a client site so that clients can quickly see where they are in the plan.

• CM: Action Items—add this component to a client site so clients can see what they need to do.

• CM: Action Item Status Picker—add this component to a client site so clients can update the status of action items.

• CM: My Team—add this component to a client site to display the names of the record owners for any Case Plan and Program Engagement relating to the client. Their contact info is pulled in from their user records. Want to change who’s on the list? Simply change the owner of the records.

Want more? The Nonprofit Experience Manager App comes with some components as well.