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.