Case Management Guide

Salesforce Public Sector Solutions

by Salesforce · Government platform case management

Salesforce's government offering: prebuilt public-sector apps and data models — including Benefit Management, Social Program Management, and Provider Management — on the Salesforce platform, with FedRAMP High-authorized infrastructure.

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:
Government, Enterprise scale, Multi-agency
Specialization:
Government

Prebuilt government apps and data models on the general Salesforce platform. Templates require agency configuration; SI-partner implementation is the documented pattern.

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

Overview

Public Sector Solutions is Salesforce's vertical offering for government agencies, distinct from its nonprofit product. Newer training content brands it "Agentforce Public Sector." For human services agencies, the relevant modules are Benefit Management (benefit program administration and disbursement), Social Program Management (a case management data model with care plans, goals, program enrollments, and referrals), and Provider Management (referring participants to service providers and monitoring delivery).

The offering bundles the Salesforce Platform, OmniStudio guided interactions, a no-code Business Rules Engine for eligibility determination, and prebuilt extensible public-sector data models. Prebuilt Omniscript and Experience Cloud templates require agency configuration; implementations typically involve systems-integrator partners and Salesforce Professional Services. Compliance infrastructure includes the FedRAMP High-authorized Government Cloud Plus.

Documented public-sector human services deployments include Dallas County Health and Human Services (disease case management) and USDA Rural Development.

Editorial analysis

Best suited for

Case Management Guide analysis

Government human services agencies that need benefit administration, eligibility workflows, and constituent case management on an extensible, compliance-authorized platform — with procurement and implementation capacity to match.

Considerations

Case Management Guide analysis

Published per-user prices represent part of total cost: implementation services, add-ons, and platform administration are additional. Public-sector procurement and security requirements shape deployment timelines.

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 6 supported · 1 partial · 1 unclear
  • Role-based permissions Unclear vendor reported

    Standard platform capability; not stated on the public-sector pages fetched.

  • Audit trails Supported vendor reported

    Identity Verification and Audit Trail feature for monitoring and analyzing records (pricing page).

  • Security controls Supported vendor reported

    FedRAMP High-authorized platform; Government Cloud Plus holds FedRAMP High P-ATO (pricing page, FedRAMP Marketplace).

  • API Supported vendor reported

    Public Sector Solutions Developer Guide documents standard objects and APIs, e.g. CarePlan from API v55.0 (developer docs).

  • Integrations Supported vendor reported

    Service Process Studio end-to-end automation and integrations with external systems; OmniStudio consumes external data (pricing page).

  • Mobile access Partial vendor reported

    Offline mobile for visits and work orders on iOS/Android — field-work scoped (pricing page).

  • Configuration Supported vendor reported

    Custom objects and applications, Dynamic Forms, care plan templates; prebuilt templates require agency configuration (pricing page, Trailhead).

  • AI capabilities Supported vendor reported

    Agentforce for Public Sector with public-sector agent templates, actions, and guardrails; Tableau Next AI predictions (pricing page).

Case Management 3 supported · 1 partial · 1 unclear
  • Case notes Unclear vendor reported

    Intelligent Document Automation digitizes handwritten notes via OCR, but no dedicated case-notes feature documented.

  • Contacts Supported vendor reported

    Contact and Account party records with Case Participant objects in the Social Program Management data model (developer docs).

  • Case assignments Supported vendor reported

    Omnichannel routing of cases to the right staff; benefit review and assignment workflows (pricing page, Trailhead).

  • Case status Partial vendor reported

    Five-stage case lifecycle with resolution when assistance concludes (Trailhead data model module).

  • Service and care plans Supported vendor reported

    Care Plans with flexible templates tracking benefits, services, goals, and progress; CarePlan/CarePlanTemplate objects (pricing page, developer docs).

Client Management 4 supported · 1 not yet verified
  • Client profiles Supported vendor reported

    360-degree constituent view; preconfigured Service Console for government case work (Trailhead, pricing page).

  • Household and family relationships Supported vendor reported

    Households and Group Membership; Actionable Relationship Center visualization (pricing page).

  • 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 Supported vendor reported

    Intelligent Document Automation converts paper documents and handwritten notes to digital records with OCR (pricing page).

  • Client history Supported vendor reported

    Engagement Timeline tracks all constituent interactions with the agency (pricing page).

Follow-ups & Workflow 4 supported · 1 partial
  • Tasks Supported vendor reported

    Action Plans with configurable task templates; care plan tasks assigned to constituents (pricing page, Trailhead).

  • Reminders Supported vendor reported

    Record Alerts notify case workers when critical tasks are due (pricing page).

  • Alerts Supported vendor reported

    Record Alerts for critical milestones (pricing page).

  • Follow-ups Partial vendor reported

    Regular follow-ups to monitor participant progress described as workflow, not a named feature (Trailhead).

  • Workflow automation Supported vendor reported

    Benefit application/review/assignment/disbursement workflows; Service Process Studio automation (Trailhead, pricing page).

Intake & Assessment 4 supported · 1 not yet verified
  • Intake Supported vendor reported

    Smart Intake Forms powered by OmniStudio; intake objects for complaints and referrals (guided tour, Trailhead).

  • Eligibility Supported vendor reported

    Business Rules Engine determines program eligibility and calculates fees/disbursements with a no-code rules engine (pricing page).

  • Assessments Supported vendor reported

    Dynamic Assessments — no-code guided flows for screenings, investigations, inspections; Omniscript assessment templates (pricing page, Trailhead).

  • Consent management Not yet verified

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

  • Enrollment Supported vendor reported

    Program Enrollment object; care plans include program enrollments (developer docs, Trailhead).

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

    Guided prescreening matches individuals to programs (guided tour material).

  • Goals Supported vendor reported

    Goal Definition, Goal Assignment, and Care Plan Template Goal objects (developer docs).

  • Progress tracking Supported vendor reported

    Care plans track progress updates; providers update progress via portal (pricing page, Trailhead).

Outcomes 1 supported · 2 partial · 1 not yet verified
  • Outcome measures Supported vendor reported

    Outcome Management monitors progress and shares outcome insights within the agency and with partners (pricing page).

  • Progress over time Partial vendor reported

    Engagement timeline and outcome monitoring; no explicit longitudinal charting documented.

  • Case closure and discharge Partial vendor reported

    Cases resolved once assistance concludes (Trailhead lifecycle description).

  • Longitudinal outcomes Not yet verified

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

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

    Referral object as intake type; internal routing via Omnichannel (developer docs, pricing page).

  • External referrals Supported vendor reported

    Caseworkers create referrals to network providers; Provider Management coordinates delivery (Trailhead).

  • Closed-loop referrals Partial vendor reported

    Providers accept/decline referrals and update progress — the loop is described but the term is not used (Trailhead).

  • Referral outcomes Partial vendor reported

    Agencies monitor constituent progress on provider-delivered services (Trailhead).

Reporting & Analytics 2 supported · 3 not yet verified
  • Operational reports Supported vendor reported

    Tableau Next / CRM Analytics with preconfigured public-sector dashboards and analytics (pricing page).

  • Dashboards Supported vendor reported

    Preconfigured, customizable public-sector dashboards (pricing page, case management page).

  • Funder reporting Not yet verified

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

  • Data exports Not yet verified

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

  • Outcome reporting Not yet verified

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

Services 4 supported
  • Services delivered Supported vendor reported

    Benefit Disbursement tracks delivery of services, payments, and other units; end-to-end service delivery management (Trailhead, pricing page).

  • Programs Supported vendor reported

    Program and Program Enrollment objects; programs as coordinated benefit sets (developer docs, Trailhead).

  • Attendance Supported vendor reported

    Benefit disbursement supports monitoring constituent attendance at benefit sessions (Trailhead).

  • Units of service Supported vendor reported

    Benefit Session represents individual service units; disbursements track units of measure (Trailhead).

Plans & pricing

Foundation Advanced (Enterprise)

USD 275 / user / month

Public Sector Foundation – Advanced on Enterprise Edition: platform, OmniStudio, public-sector data models, Business Rules Engine.

Verified: August 20, 2026

Foundation Advanced (Unlimited)

USD 500 / user / month

Foundation Advanced on Unlimited Edition with full sandbox, increased storage, API calls, and custom objects.

Verified: August 20, 2026

Public Sector Service – Agentforce 1

USD 700 / user / month

Agentforce 1 edition with AI agents for public-sector service delivery.

Verified: August 20, 2026

Implementation

Platform implementation on Salesforce with OmniStudio and Business Rules Engine; prebuilt templates require agency configuration. Implementations commonly involve SI partners and Salesforce Professional Services; paid Success Plans provide onboarding and go-live support. No implementation timelines are published.

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.