Case Management Guide

Salesforce Nonprofit Cloud

by Salesforce · Nonprofit platform case management

Salesforce's nonprofit offering — currently branded Agentforce Nonprofit (formerly Nonprofit Cloud) — providing program management, case management, and outcome management as a vertical layer on the Salesforce platform.

Vendor site:
www.salesforce.com (external link)
Pricing:
publicly available
Last reviewed:
August 20, 2026

Solution model

What kind of system is this?

How to choose a model

Platform-Based vendor reported

Implementation approach:
Implementation project
Configuration depth:
Deep platform configuration
Implementation burden:
Substantial
Typical scope:
Multiple programs, Enterprise scale
Specialization:
General human services

A vertical layer on a general application platform: prebuilt nonprofit data model and case management objects, extended and configured per organization. Salesforce sells Success Plans and professional services; partners are typical but not stated as mandatory.

Categories are descriptive, not a ranking — the right model depends on your organization's requirements, resources, and implementation capacity. Verified August 20, 2026.

Overview

Salesforce Nonprofit Cloud is the platform-native successor to the Nonprofit Success Pack (NPSP). Announced in March 2023 and currently rebranding to "Agentforce Nonprofit," it delivers fundraising, program management, case management, and outcome management as standard objects on the core Salesforce platform rather than as installed managed packages.

Case management capabilities are documented in the Nonprofit Cloud Developer Guide as a distinct capability set: care plans built from templates, goals with completion tracking, inbound and outbound referrals with recorded outcomes, program enrollments, benefit disbursements, and an outcome management data model with indicators and time-bound performance periods.

Because it is a platform product, adopting it is a Salesforce implementation: organizations configure the data model, permissions, flows, and analytics — typically with a partner or Salesforce Professional Services — rather than switching on a finished application. Salesforce's Power of Us program provides ten donated licenses to eligible nonprofits.

Naming lineage: Nonprofit Success Pack (NPSP, managed packages on Sales Cloud; still supported but no longer receiving new features) → Nonprofit Cloud (platform-native, 2023) → Agentforce Nonprofit (current branding).

Editorial analysis

Best suited for

Case Management Guide analysis

Organizations that want CRM, fundraising, and case management on one extensible platform and have (or will fund) the capacity to implement and administer Salesforce.

Considerations

Case Management Guide analysis

Published license prices represent only part of total cost for a platform product: implementation, add-ons, and ongoing administration are additional. Case management functionality requires Enterprise or Unlimited editions and configuration before use.

Capabilities

Assessed against our 48-capability taxonomy. Supported and Partial reflect cited evidence; Unclear means the evidence is ambiguous; and Not yet verified means we haven't completed research on that capability — it does not mean the product lacks it.

Administration & Technology 4 supported · 3 partial · 1 not yet verified
  • Role-based permissions Partial vendor reported

    Platform permission sets and sharing rules gate Nonprofit Cloud objects; documented at the platform level rather than as case-management-specific roles (Developer Guide).

  • Audit trails Supported vendor reported

    History objects record field-level changes for Nonprofit Cloud standard objects (Developer Guide).

  • Security controls Partial vendor reported

    Platform sharing/permission architecture documented; marketing claims HIPAA-compliant case notes but no compliance documentation was fetched to substantiate it.

  • API Supported vendor reported

    Case Management, Program Management, and Fundraising Business REST APIs plus full object CRUD documented (Developer Guide).

  • Integrations Partial vendor reported

    MuleSoft, Slack, Tableau, and Data Cloud offered as add-ons; external partner data sharing described in marketing.

  • Mobile access Not yet verified

    No affirmative evidence located in current official documentation. Absence from marketing materials is not treated as absence of the capability.

  • Configuration Supported vendor reported

    Custom objects, Metadata and Tooling APIs, sandboxes, and Data Processing Engine setup — deep platform configurability (Developer Guide, pricing page).

  • AI capabilities Supported vendor reported

    Participant Management Agent can create goals, take notes, and flag referrals; Agentforce add-ons purchasable (vendor guide).

Case Management 5 supported
  • Case notes Supported vendor reported

    Chronological case notes; Interaction/InteractionSummary objects for phone, in-person, video contacts (program management page, Developer Guide).

  • Contacts Supported vendor reported

    Standard Account/Contact objects with CaseParticipant junctions (Developer Guide).

  • Case assignments Supported vendor reported

    Case teams assignable; CaseParticipant supports applicants, households, businesses (program management page, Developer Guide).

  • Case status Supported vendor reported

    CarePlan status picklist (Active/Cancelled/Completed/Draft/Proposed) and referral statuses (Developer Guide).

  • Service and care plans Supported vendor reported

    CarePlan and CarePlanTemplate objects with template benefits and goals; case plans from reusable templates (Developer Guide).

Client Management 3 supported · 2 not yet verified
  • Client profiles Supported vendor reported

    Unified participant profile with visual timelines (program management page).

  • Household and family relationships Supported vendor reported

    PartyRelationshipGroup households, contact-contact relations, Group Membership APIs (Developer Guide).

  • Demographics Not yet verified

    No affirmative evidence located in current official documentation. Absence from marketing materials is not treated as absence of the capability.

  • Documents Not yet verified

    No affirmative evidence located in current official documentation. Absence from marketing materials is not treated as absence of the capability.

  • Client history Supported vendor reported

    Chronological notes and visual timelines on the unified profile (program management page).

Follow-ups & Workflow 2 supported · 3 not yet verified
  • Tasks Supported vendor reported

    Tasks, checklists, and milestones in case plans (program management page).

  • Reminders Not yet verified

    No affirmative evidence located in current official documentation. Absence from marketing materials is not treated as absence of the capability.

  • Alerts Not yet verified

    No affirmative evidence located in current official documentation. Absence from marketing materials is not treated as absence of the capability.

  • Follow-ups Not yet verified

    No affirmative evidence located in current official documentation. Absence from marketing materials is not treated as absence of the capability.

  • Workflow automation Supported vendor reported

    Flow automation plus Agentforce agents automating end-to-end workflows (Developer Guide, vendor guide).

Intake & Assessment 3 supported · 2 partial
  • Intake Supported vendor reported

    Guided intake process; guided flow from referral to intake to enrollment (program management page).

  • Eligibility Partial vendor reported

    ProgramEnrollment carries eligibility status fields; no eligibility-determination engine documented for the nonprofit product (Developer Guide).

  • Assessments Supported vendor reported

    Dynamic assessments showing progress before and after engagements (program management page).

  • Consent management Partial vendor reported

    Consent tracking documented on the fundraising side only; client/case consent not found in fetched documentation.

  • Enrollment Supported vendor reported

    ProgramEnrollment object, bulk enrollment, participant self-service via Experience Cloud (Developer Guide, program management page).

Needs & Goals 2 supported · 1 partial
  • Needs identification Partial vendor reported

    Prioritization of participants with urgent needs described; agent can flag needed services (program management page, vendor guide).

  • Goals Supported vendor reported

    GoalDefinition and GoalAssignment objects serve as care plan goals (Developer Guide).

  • Progress tracking Supported vendor reported

    GoalAssignment completion percentage and status fields (Developer Guide).

Outcomes 2 supported · 2 partial
  • Outcome measures Supported vendor reported

    Outcome Management data model: outcomes, indicator definitions/assignments/results, units of measure (Developer Guide).

  • Progress over time Supported vendor reported

    Before/after assessment comparison; indicator performance periods over time (program management page, Developer Guide).

  • Case closure and discharge Partial vendor reported

    CarePlan Completed/Cancelled statuses and referral closure dispositions; no discharge-specific workflow documented.

  • Longitudinal outcomes Partial vendor reported

    Indicator results tracked across performance periods; no explicit longitudinal client-outcome reporting documented.

Referrals 3 supported · 1 partial
  • Internal referrals Supported vendor reported

    Referral object with INBOUND/OUTBOUND types linked to programs and cases (Developer Guide).

  • External referrals Supported vendor reported

    Inbound and outbound referrals with provider and referrer organization fields (Developer Guide, program management page).

  • Closed-loop referrals Partial vendor reported

    Referral results and statuses support tracking to disposition; closed-loop workflow terminology not used in documentation.

  • Referral outcomes Supported vendor reported

    Referral.Result records the outcome; result categories include Approved, Client Declined Services, Referred Elsewhere (Developer Guide).

Reporting & Analytics 2 supported · 3 partial
  • Operational reports Supported vendor reported

    Aggregated program/service reports and record rollup definitions (2023 announcement, Developer Guide).

  • Dashboards Partial vendor reported

    Outcomes home page summary views and CRM Analytics; nonprofit-specific dashboard module not separately documented.

  • Funder reporting Partial vendor reported

    Donor/funder impact reporting described; Grantmaking module provides funder-side outcome views. No funder-template reporting documented.

  • Data exports Partial vendor reported

    All objects support API query/export; no dedicated export feature documented.

  • Outcome reporting Supported vendor reported

    Outcome analytics and reporting built into the Outcome Management model (2023 announcement, Developer Guide).

Services 4 supported
  • Services delivered Supported vendor reported

    BenefitDisbursement and BenefitSession objects track monetary and non-monetary service delivery (Developer Guide).

  • Programs Supported vendor reported

    Program, ProgramCohort, and CaseProgram objects with Program Management APIs (Developer Guide).

  • Attendance Supported vendor reported

    Attendance and participant tracking with InteractionAttendee and service sessions (program management page, Developer Guide).

  • Units of service Supported vendor reported

    Benefit types with units of measure report how much of a benefit is delivered across programs (Developer Guide).

Plans & pricing

Enterprise

USD 60 / user / month

Annual contract (billed annually)

Nonprofit data model with fundraising, programs and outcomes, and volunteer management on the Salesforce platform.

Verified: August 20, 2026

Unlimited

USD 100 / user / month

Annual contract (billed annually)

Everything in Enterprise plus more storage and automation, Premier Success Plan, full sandbox, and 24/7 support.

Verified: August 20, 2026

Agentforce 1

USD 325 / user / month

Annual contract (billed annually)

Unlimited edition plus Agentforce AI, Data Cloud, and Slack; sold as "for Sales" and "for Service" variants at the same published price.

Verified: August 20, 2026

Implementation

Platform implementation model: configuration of data model, permissions, and automation on the Salesforce platform, commonly via implementation partners or Salesforce Professional Services. Success Plans range from the included Standard tier to Premier (priced at 30% of net license fees). Free Trailhead training and a 30-day trial are available. Salesforce publishes no implementation timelines.

Sources

Facts on this page trace to the citations below, per our methodology.

Verification

Last reviewed: August 20, 2026. Product capabilities, plans, and pricing change; individual facts above carry their own verification dates. If something looks out of date, tell us and confirm current details with the vendor before purchasing.