A government agency recently implemented Public Sector Solutions to drive efficiency in its licensing programs; they are leveraging OmniStudio in their implementation. Post-implementation, some stakeholders still have efficiency concerns with certain parts of licensing processing. Which OmniStudio feature could a technical consultant recommend to identify potential areas for further Improvement?
A. OmniStudio Tracking Service
B. Field tracking services
C. Event Monitoring
D. Roll Up libraries
Explanation:
OmniStudio Tracking Service is an OmniStudio feature that can be used to identify potential areas for further improvement in licensing processing. OmniStudio Tracking Service allows the government agency to track and analyze how constituents interact with OmniScripts, DataRaptors, Integration Procedures, FlexCards, and other OmniStudio components. The agency can use this data to optimize the performance, usability, and efficiency of their licensing processes.Reference:https://trailhead.salesforce.com/content/learn/modules/public-sector-solutions-design/track-and-analyze-omnistudio-components
A government agency is planning to determine applicable fees for customers based on complex data entered by the customer. Business users would like to test this feature with multiple samples before going live. How can the agency execute and confirm samples?
A. By utilizing the flows
B. By utilizing the expression sets in BRE module
C. By utilizing the integration procedures
D. By utilizing the combination of data raptors and integration procedures
Explanation:
Utilizing the expression sets in BRE module is a way to execute and confirm samples for determining applicable fees for customers based on complex data entered by the customer. BRE module is a component of Business Rules Engine (BRE), which is a feature of Public Sector Solutions. It can help public sector agencies to create and manage business rules and logic, such as determining fees or eligibility. Expression sets are modules of BRE that can define expressions that can be reused across multiple rules or matrices. Expression sets can also be executed and confirmed with sample data using the Test Expression Set feature in BRE.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_expression_set.htm &type=5&language=en_US
A customer requires an onsite inspection for every business license application with a retail location. They want to establish a consistent checklist for the inspection, with visibility to the applicable regulatory codes for each checklist item. They also require signatures from the inspected business location owner and the inspector. What Action Plan Template and target object should be used for this use case?
A. Action Plan Template with Type="lndustries\ Target Object="Visit"
B. Action Plan Template with Type="Visit Execution", Target Object = "Business License Application"
C. Action Plan Template with Type="lndustries", Target Object="Business License Application"
D. Action Plan Template with Type = "Visit Execution", Target Object = "Visit"
Explanation:
For the customer requirement of onsite inspections for business license applications with retail locations, the appropriate solution involves an Action Plan Template with a type of "Visit Execution" targeting the "Visit" object. This configuration allows for the establishment of a standardized inspection checklist linked to each visit or inspection event. The "Visit" object serves as the foundation for capturing inspection details, including regulatory code visibility and signature requirements from both the business owner and the inspector. This approach ensures consistency and thoroughness in the inspection process, aligning with regulatory compliance and operational efficiency goals.
A government agency uses Public Sector Solutions tomanage permits and gram approvals. The approvals team leader wants to improve team efficiency by ensuring everyone in the approvals team can see a summary of their open applications pending approval, including how long the application has been pending approval and the moment they log in to Salesforce for the day. In this scenario, which is the correct reporting and analytics solution to provide Approval insights to team members on login?
A. Create a custom Approvals report using standard Salesforce Reports and Dashboards and add this to a custom Home Page assigned to the Approver role.
B. Provide CRM Analytics licenses to all team members, create a custom Approvals dashboard using CRM Analytics for Public Sector and add this to a custom Home Page assigned to the Approver profile.
C. Create a custom Approvals dashboard using standard Salesforce Reports and Dashboards and add this to a custom Home Page assigned to the Approver profile.
D. Provide CRM Analytics licenses to all team members, create a custom Approvals report using CRM Analytics for Public Sectorand add this to a custom Home Page assigned to the Approver role.
Explanation:
Creating a custom Approvals dashboard using standard Salesforce Reports and Dashboards and adding this to a custom Home Page assigned to the Approver profile is the correct reporting and analytics solution to provide Approval insights to team members on login. Salesforce Reports and Dashboards are tools that can be used to create and display data visualizations, such as charts, tables, or metrics. A custom Approvals dashboard can show a summary of open applications pending approval, including how long the application has been pending approval. A custom Home Page is a page that can be customized to show different components, such as dashboards, tasks, or news. A custom Home Page can be assigned to a specific profile, such as the Approver profile, and it can be displayed when users log in to Salesforce.Reference:https://help.salesforce.com/s/articleView?id=sf.reports_dashboards_overview.htm &type=5
A Public Sector Organization (PSO has installed Grants Management and would like to ensure that users cannot self-register on the Experience Cloud site, as the PSO would like to register users for now manually. What configuration should the Technical Consultant perform to meet this requirement?
A. Enable self-registration in the Digital Experiences setup menu
B. Update the appropriate contact page layouts and add the 'Register User' action
C. Update the appropriate contact page layouts and add the 'Enable Customer User' action
D. Enable manual registration in the Digital Experiences setup menu
Explanation:
In Salesforce Public Sector Solutions, particularly when dealing with the Grants Management and Experience Cloud, controlling user registration is crucial. To ensure that users cannot self-register and instead are manually registered by the Public Sector Organization, the following steps should be taken:
Disable Self-Registration:
Navigate toSetup>Digital Experiences>All Sites.
Select the relevant Experience Cloud site.
UnderAdministration>Login & Registration, ensure that self-registration is disabled.
Manual User Registration:
Go toSetup>Object Manager>Contact>Page Layouts.
Select the appropriate page layout(s) where you want to add the manual registration action.
Add the'Enable Customer User'quick action to the page layout. This action allows administrators to manually create user records from contacts.
By updating the contact page layouts to include the'Enable Customer User'action, administrators can manually control which contacts are enabled as users for the Experience Cloud site. This method is straightforward and aligns with standard Salesforce practices for managing user access in Experience Cloud.
References:
Salesforce Help: Experience Cloud Sites Login and Registration
Salesforce Help: Enable Customer User
Salesforce Grants Management Documentation
Bobahaven has been using Salesforce Service Cloud for some time and has recently implemented Public Sector Solutions to improve its application and grants management processes. The executive team wants to understand the trends and metrics around Bobahaven's constituent satisfaction with the new system. It is particularly interested in understanding the average time Bobahaven's employees take to resolve constituent servicequeries now versus their historical performance. Up until now, however, Bobahaven has not been tracking case duration. In this scenario, which is the correct reporting and analytics solution to provide ongoing trend reporting of case duration while also minimizing customization?
A. Standard Salesforce Report using the standard Case report type, with a newly created custom field to track case duration for new cases.
B. Public Sector Case Analytics App, leveraging CRM Analytics' case duration formula
C. Standard Salesforce Report using the standard Case report type, with a custom formula to calculate case duration.
D. Public Sector Case Analytics App, with a newly created custom field to track case duration for new cases.
Explanation:
For Bobahaven to understand trends and metrics around constituent satisfaction, especially regarding case resolution times, the Public Sector Case Analytics App within Salesforce CRM Analytics (formerly Einstein Analytics) provides a robust solution. This app includes pre-built analytics templates and formulas, such as a case duration formula, which can measure the time taken to resolve cases without the need for extensive customizations. This solution offers advanced analytics capabilities that can handle complex data calculations and visualizations, enabling Bobahaven's executive team to gain deep insights into performance metrics, including historical and current case resolution times.
The Department of Disaster Assistance would like to enhance its existing grant management experience using the “Grants Management" Public Sector Solution. What are the correct sequential stages involved in the grant management lifecycle?
A. Plan, Apply, Engage, Review, Award, Manage and Close Out
B. Plan, Engage, Apply, Review, Award, Manage and Close Out
C. Engage, Apply, Plan, Review, Award, Manage and Close Out
D. Apply, Engage, Plan, Apply, Review, Award, Manage and Close Out
Explanation:
The grant management lifecycle within the Salesforce Public Sector Solutions' “Grants Management" framework typically follows a structured sequence to ensure systematic processing and management of grants. The correct stages in sequential order are:
Plan:Initial stage where the goals, objectives, and framework of the grant program are defined.
Apply:Potential grantees submit their applications for consideration.
Engage:Interaction occurs between the grantors and the applicants, which can include clarifications, additional information requests, and preliminary assessments.
Review:Submitted applications are thoroughly reviewed and evaluated against the grant criteria.
Award:Successful applicants are selected and grant awards are officially made.
Manage:The ongoing management of granted funds, monitoring of the project’s progress, and compliance with grant conditions.
Close Out:Finalization of the grant process, including the submission of final reports, financial reconciliation, and formal closure of the grant file.
This sequence ensures a comprehensive approach from the initial planning to the closure of the grant, makingOption A (Plan, Apply, Engage, Review, Award, Manage and Close Out)the correct answer.
A government agency does not have a universal requirement for storing a grantee's data after a grant has been fully disbursed and closed. Some grantees may ask to have their data maintained if involved in legal proceedings. How can a government agency best comply with the grantee's request for historical data storage while at the same time adhering to the request not to use/process the historical data?
A. Export the grantee's data to retain it.
B. Keep the data in Salesforce and make it invisible to the users and system to restrict the processing of the data.
C. Assign the data to a specific public group and make those records inactive
D. Export the grantee's data to retain it. Then, delete their data from Salesforce.
Explanation:
To comply with the grantee's request for historical data storage while adhering to the restriction on data processing, the best approach is to keep the data within Salesforce but make it inaccessible to users and the system for processing. This can be achieved by implementing strict access controls and visibility settings, possibly leveraging Salesforce's data access and security models such as record-level access, field-level security, and sharing rules. This method ensures that the data remains within the Salesforce ecosystem for reference, should it be needed for legal proceedings, but is not actively processed or visible in day-to-day operations. This approach aligns with Salesforce's robust data security and privacy features, allowing organizations to maintain compliance with data protection regulations while retaining necessary data.
Bobahaven has previously implemented Salesforce Service Cloud to…
Constituent self-service digital experience. This was implemented previously ….. now ready to implement the public sector Solutions License, Permits…
What is the right solution for this requirement that minimizes customization and site….
A. Create a new Applications digital experience using the licenses and permits Experince … components to the experience site.
B. Create new pages and deploy components such as OmniScripts and FlexCard within the …
C. Create a new Application digital experience using the Licenses and Permits Expression …as OmniScripts and FlexCards to the new experience site.
D. Create OmniOut components and deploy them to the existing Help Center experience site.
Explanation:
For Bobahaven to implement Salesforce Public Sector Solutions for licenses and permits while minimizing customization and leveraging existing components, the best approach is to create a new digital experience specifically for applications. Here’s why:
New Digital Experience:
Creating a new digital experience tailored for licenses and permits ensures that the specific needs of this functionality are met without interfering with the existing self-service site.
This allows for a focused and optimized user experience.
Licenses and Permits Expression:
Utilizing the Licenses and Permits Expression simplifies the implementation as it is designed specifically for these processes, reducing the need for extensive customization.
OmniScripts and FlexCards:
Deploying OmniScripts and FlexCards within the new experience site ensures a seamless and interactive user interface. These tools are designed to handle complex workflows and data displays efficiently.
OmniScripts can guide users through the application process step-by-step, while FlexCards provide quick-glance information and actionable widgets.
Steps to implement this solution:
Create New Experience Site:
Go toSetup>Digital Experiences>All Sites.
ClickNewto create a new site and choose a template that fits the application process.
Add Components:
UseOmniStudiotools to create and configure OmniScripts and FlexCards.
Deploy these components to the new experience site.
This approach provides a structured and scalable solution, aligning with Salesforce best practices and leveraging out-of-the-box functionalities to minimize customization.
References:
Salesforce Help: OmniStudio Components
Salesforce Public Sector Solutions Documentation
A government agency charges license fees for small businesses. The agency uses Public Sector Solutions to automate the license application process and dynamically calculate the license fee (based on multiple parameters, ex: revenue, industry type, etc..) for a specific business customer. Which public sector tools should be leveraged tor this use case?
A. Application form using Omniscripts and embed the license fee logic using integration procedures
B. Application form using Flows and embed the Business Rules Engine to derive the license fee in the process.
C. Application form using Omniscripts and embed the Business Rules Engine to derive the license fee in the process
D. Application form using Omniscripts and embed the license fee logic using triggered flows
Explanation:
Application form using OmniScripts and embedding the Business Rules Engine to derive the license fee in the process is a way to automate the license fee calculation for small businesses based on multiple parameters using Public Sector Solutions tools. OmniScripts are guided digital forms that can be used to capture data from external users, such as license or permit applicants. Business Rules Engine (BRE) is a feature of Public Sector Solutions that can help public sector agencies to create and manage business rules and logic, such as determining fees or eligibility. OmniScripts can embed the Business Rules Engine to derive the license fee in the process based on multiple parameters, such as revenue, industry type, etc.
Reference:
https://help.salesforce.com/s/articleView?id=psc_admin_setup_omniscript.htm &type=5&language=en_US
https://help.salesforce.com/s/articleView?id=psc_admin_setup_bre.htm &type=5&language=en_US
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