In Nonprofit Cloud, access to core functionality is governed by specific industry-aligned permission sets. If Case Managers are unable to see Program and Benefit records, it is typically a matter of missing object-level and feature-level permissions.
The Advanced Program Management permission set is a critical requirement for users who need to interact with the full program lifecycle.
Permissions included in Advanced Program Management:
Object Access: It grants Read, Create, Edit, and Delete access (depending on the specific assignment) to the Program, Benefit, Benefit Type, and Benefit Schedule objects.
Functional Access: It allows users to manage Program Enrollments and track Benefit Disbursements.
Visibility: Without this permission set (or a Permission Set Group containing it), the objects remain hidden from the user's navigation bar and global search, even if the records are marked as "Active."
Step-by-Step Resolution:
The Admin should navigate to Setup > Users.
Select the Case Manager users.
Click Permission Set Assignments > Edit Assignments.
Add Advanced Program Management to the assigned list.
Note: If the organization wants to limit Case Managers to "Read-Only," they would use this permission set in conjunction with a Muting Permission Set within a Permission Set Group.
Why other options are incorrect:
Outcome Management (Option A): This grants access to impact tracking (Outcomes, Indicator Definitions) but does not provide the primary access to the Program and Benefit service delivery objects.
Status Marking (Option C): While a record should be active for operational use, "Active" status on a record does not override Salesforce security. If the user doesn't have object-level permissions via a permission set, they cannot see the record regardless of its status.
