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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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