Agentforce for Case Management in NGOs

The Situation

Many nonprofit organizations work with students from underserved backgrounds who face barriers in accessing learning opportunities. Typical processes course enrollment, session scheduling, communication with coordinators are manual and time-consuming. Learners often need to fill long forms, wait days for callbacks, and manage multiple emails just to confirm a single course.

EduHope set out to change this experience using Salesforce Agentforce by creating an AI-powered assistant that simplifies enrollment, communication, and rescheduling into a seamless conversational flow.

The Challenge

Before AI automation, NGOs supporting students commonly faced:

• Long, form-heavy enrollment processes
• Delayed responses to emails and calls
• Manual verification and data entry by staff
• Difficulty handling rescheduling requests
• Duplicate or incomplete student records
• Fragmented systems across departments
• Limited visibility into student progress

For underserved learners, these operational delays often resulted in missed opportunities, drop-offs, and frustration.

EduHope needed a solution that was:

• secure
• scalable
• conversational
• integrated with nonprofit systems
• capable of real-time actions, not just chat

Our Approach

We built EduHope Assistant on Salesforce Agentforce, fully connected with:

• Nonprofit Cloud
• Data Cloud
• Service Cloud
• Marketing Cloud

The assistant now acts as a front-line AI case manager for students, automating critical steps from enrollment to session rescheduling.

How the new flow works

• Student starts chat with assistant
• Email verification is completed securely
• New students are registered automatically
• Existing students are greeted personally
• Available courses are presented conversationally
• Student enrolls with one confirmation reply
• Real-time email confirmation is sent
• Student can reschedule sessions instantly
• Updated schedule syncs automatically across systems

AI Capabilities Added

• Email verification & secure authentication
• Automatic student profile creation
• Personalized greetings for existing students
• Course discovery and selection via chat
• Automated enrollment & confirmation emails
• Session rescheduling with conflict checks
• Real-time calendar and MIS updates
• Integration with Nonprofit Cloud data models
• Conversation history & context retention

Metric Comparison (Before vs After AI Case Management)

The Outcome

With EduHope Assistant powered by Agentforce:

• Students enroll faster and with less friction
• Rescheduling becomes self-service and instant
• Organizations eliminate manual data entry
• Real-time information syncs across the Salesforce stack
• Staff are freed from repetitive operational tasks
• Personalized emails and updates improve engagement

The system now supports end-to-end case management for learners from first contact to ongoing program participation.

Why It Matters

For underserved learners, logistics shouldn’t be a barrier to opportunity.

This solution delivers:

• Frictionless enrollment
• Secure verification
• Real-time support
• Accurate, unified student records
• Improved completion and attendance
• Higher program scale with the same staff

For NGOs, it means more time for impact, less time on administration.

Want to implement Agentforce Case Management for your NGO?

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