With the introduction of Nonprofit Cloud, the new Industries Cloud-centric option for Nonprofits, a host of new (and new-to-us) features are entering the scene all at once. It’s easy to feel overwhelmed by all the options, especially when many of them have steep learning curves (cough, I’m looking at you Omnistudio, cough). With this new series, “Hidden Gems in NPC,” we’ll take a look at some of the most accessible and impactful new features that may have gotten lost in the noise. Learn how to wield new tools and expand your org today with these quick wins!

It’s the Relationships, Baby

In the realm of nonprofit management, where relationships are at the core of success, tools that facilitate a deeper understanding of supporters are invaluable. While many nonprofits and consultants are well-versed in the Nonprofit Success Pack (NPSP) within Salesforce, the often-overlooked capabilities of Nonprofit Cloud (NPC) offer a game-changing perspective. In this post, we’ll shine a light on one such powerful feature—Interaction Summaries—and explore how they can revolutionize the way nonprofits manage relationships and engagements.

Interaction Summary

Unlike NPSP, Nonprofit Cloud resides on Salesforce “core,” allowing it to harness features developed for other clouds within the Salesforce ecosystem. One standout feature worth exploring is Interaction Summary, initially crafted for the Financial Services Cloud to enhance customer relationships in the financial industry. The goal was clear: deepen connections with clients over a lifetime. In the nonprofit sector, where building lifelong relationships with supporters is paramount, the integration of Interaction Summary is a natural fit.

You might be wondering, “Why do I need an Interaction Summary section when I already have Notes?” The answer lies in the nuanced capabilities of Interaction Summaries, which, like Notes, can be linked to a Case, providing a chronological record of notes, conversations, and interaction details. The Interaction Summary can also be linked to the Person Account to show ALL interactions on ALL cases. Can Notes do that? (The answer is No, at least not as well). In contrast, the Case will show Interaction Summaries associated just with that Case, the Account will show ALL interaction summaries associated with that client. 

I will assume you are not impressed yet. Greater security and reportability are also winning attributes inherent to Interaction Summary. You can certainly use a Role-Based-Sharing model, but there is another way. You can quickly limit visibility of record by setting the Confidentiality Type to Confidential and adding the participants. But, hold on to Astro, because Interaction Summary also provides better reporting capabilities. Unlike some other objects (*cough* Activities *cough*) Interaction Summary records are not archived by Salesforce after a year. This makes them readily accessible without having to dig through the archives. Did I mention that they are also searchable? Notes are also searchable…by title. Interaction Summary is searchable by any custom text field (title, meeting notes, next steps…). 

You can see the breadth of connection in the Program and Case Management data model. Interaction Summary connects information from no less than eight objects to an account. That means your case managers and program managers can fully understand a client’s experience, but more importantly, they are prepared to meet your client’s needs. 

Configuring Interaction Summary

Configuration is fairly straightforward. After following the initial setup instructions to turn on Interaction Summary, you only need to add the component to the desired page layouts. For all pages, click the Setup icon and select Edit Page. With the exception of a Home page, the lookup field can be configured. 

The Interaction Attendees can also be added to the interaction summary allowing you to see who was on the call. 

Configuration is done! However, if you do not want to prominently display the component on some objects, Related Lists are another option. 

Interaction Summary Examples

Let’s look at some examples. The basic form layout has plenty of parameters to support connections to other records, specific interactions, and contacts. 

In the real world, information does not always come during the phone call. Maybe follow-on research is required, additional conversations with co-workers or service providers, or other data collection needs to occur. Those can be tied back to the initial interaction by selecting it in the Interaction field.

Similarly, interactions can be related to another record type, which allows the interaction to attach to a case or goal. This connection provides case and program managers the opportunity to view only the interactions relevant to them. 

Recognizing the need for security, Interaction Summaries come equipped with the ability to designate the confidentiality level of specific interactions. This feature ensures that confidential information is shared only with relevant stakeholders. The key is in the configuration. There is Role-Hierarchy-Based Sharing, which is a familiar model. Alternatively, you could set up Compliant Data Sharing. With this feature, Interaction Summaries set to Confidentiality Type: Confidential will be shared only with the Interaction Summary Participants added to the Interaction Summary.  

Bonus Item: EAC

As an added bonus, the integration of Einstein Activity Capture (EAC) automates the synchronization of email and calendar events to Interaction Summary. This seamless integration keeps client interactions consolidated in one component, making it easy to search or filter information as needed and keeps your Microsoft or Google account up to date. EAC can sync up to 50,000 interactions per user at a time, and up to 50 attendees per interaction. 

Wrap Up

The power of Interaction Summaries in Nonprofit Cloud goes beyond conventional case management. It empowers nonprofits to build deeper connections, make informed decisions, and maintain compliance with ease. As a native feature in NPC, Interaction Summaries pave the way for a more streamlined and efficient approach to relationship management in the nonprofit sector. It’s time to unlock the full potential of your organization’s data and transform the way you engage with your supporters.