Comprehensive Guide - External Stakeholders

External to the Organization

Constituents / Program Participants: Their data is being migrated; portal or engagement tools may be affected

Goals:

  • Continue receiving services without interruption or confusion

  • Have their data handled accurately and with appropriate privacy

  • Experience no regression in how the organization communicates with or serves them

Challenges:

  • Have no visibility into the migration and no ability to advocate for their own needs in the process

  • If portal or self-service tools are affected, they may lose access to resources they depend on

  • Data errors during migration can have real consequences for people receiving services

Questions to Ask:

  • What tools or systems do you use to interact with us, and how dependent are you on them day to day?

  • How would you prefer we communicate with you if any of those tools were temporarily unavailable?

  • Are there things about how we currently communicate with or serve you that you would want to make sure stay the same?

Donors: Continuity of acknowledgment, receipting, and communication is at risk during migration

Goals:

  • Continue receiving timely and accurate acknowledgments and tax receipts

  • Experience no disruption in their relationship with the organization

  • Have confidence that their giving history and preferences are maintained accurately

Challenges:

  • Donors are often unaware a migration is happening until something goes wrong

  • Errors in acknowledgment or receipting during a migration can damage trust and affect future giving

  • Recurring gift setups and payment integrations are among the most sensitive and complex things to migrate

Questions to Ask:

  • Are there specific ways you prefer to be communicated with or recognized that you would want us to make sure carry forward?

  • If you have a recurring gift set up, how important is it that that process continues without interruption?

  • How would you want us to communicate with you if a technology transition caused a delay in acknowledgment or receipting?

Funders / Foundations: Grant reporting structures may be tied to existing data models

Goals:

  • Continue receiving accurate and timely grant reports without disruption

  • Have confidence that the organization’s data infrastructure supports accountability and compliance

  • Understand if and how the migration affects reporting commitments already in place

Challenges:

  • Grant reporting deadlines do not pause for a migration

  • Reporting structures built in NPSP may not map cleanly to Agentforce Nonprofit without significant rework

  • Organizations may be reluctant to disclose a migration is in progress for fear of raising funder concerns

Questions to Ask:

  • Which funders have active grants with reporting requirements that fall within the anticipated migration window?

  • Are there any funder relationships where a technology disruption could put a grant renewal or relationship at risk?

  • What is the organization’s plan for communicating proactively with funders if reporting is delayed or affected?

Volunteers: Affected if volunteer management lives in Salesforce

Goals:

  • Continue engaging with the organization without disruption to scheduling, communications, or tracking

  • Have their volunteer history and preferences maintained accurately through the transition

  • Experience no change in how they interact with the organization unless it is an improvement

Challenges:

  • Volunteer management is often handled through a third party tool connected to Salesforce, adding migration complexity

  • Volunteers have no visibility into the migration and no formal voice in the process

  • Organizations vary widely in how much of their volunteer management actually lives in Salesforce, making this persona highly org-specific

Questions to Ask:

  • Are there things about how we currently communicate with or coordinate you that work well and should stay the same?

  • Are there gaps or frustrations in how we currently manage your volunteer experience that you would want us to fix?

  • How would you want us to communicate with you if a technology transition temporarily affected your ability to access volunteer resources?

Current Consulting Partner(s): Hold institutional knowledge; may have a conflict of interest

Goals:

  • Protect and leverage the institutional knowledge they have built about the organization’s implementation

  • Position themselves as the natural choice for the migration engagement

  • Maintain a positive client relationship regardless of whether they are selected to do the migration work

Challenges:

  • Their familiarity with the existing implementation is valuable but their perspective on the migration may not be neutral

  • Documentation of past implementation decisions may be incomplete or held informally by individuals rather than recorded

  • An organization may feel loyal to a current partner even when a different partner might be a better fit for the migration

Questions to Ask:

  • What documentation exists of the decisions made during our original implementation, and can you provide that to us?

  • What is your assessment of our current state, and what would you flag as the most complex parts of our implementation to migrate?

  • What experience does your team have with Agentforce Nonprofit migrations specifically?

Current Vendor and AppExchange Partners: Their tools may not support NPC, creating blockers or forced replacements

Goals:

  • Retain the organization as a customer through the migration

  • Communicate clearly about their product roadmap and Agentforce Nonprofit compatibility

  • Be involved in the conversation early enough to assess and address any compatibility gaps

Challenges:

  • Some vendors have built Agentforce Nonprofit support; others are still on a roadmap; others may never migrate

  • Organizations often do not think to ask vendors about compatibility until late in the planning process

  • A vendor that cannot support Agentforce Nonprofit may create a forced and unplanned tool replacement on a parallel track

Questions to Ask:

  • Does your product currently support Agentforce Nonprofit, and if not, what is your roadmap for compatibility?

  • What would the transition look like for our organization specifically, and are there any known limitations we should plan for?

  • What do you need from us in order to assess compatibility and give us an honest timeline?

Salesforce (AE, SE, Product Team): Enthusiastic about migration but not a neutral voice

Goals:

  • Move organizations from NPSP to Agentforce Nonprofit to align with their current product direction

  • Identify opportunities to expand the organization’s Salesforce footprint during the migration

  • Maintain a positive customer relationship and reduce churn risk

Challenges:

  • Their enthusiasm for migration reflects Salesforce’s product strategy, which may not align with the organization’s readiness or resources

  • Organizations may take Salesforce’s guidance as neutral when it is inherently shaped by sales and retention goals

  • Product roadmap promises are not guarantees, and organizations may make migration decisions based on features that are not yet available

Questions to Ask:

  • What is the current state of Agentforce Nonprofit relative to NPSP feature parity, and where are the known gaps?

  • What is on the product roadmap, and what is the difference between what is available today and what is planned?

  • What resources, programs, or funding does Salesforce offer to nonprofits undertaking this migration?