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Bobahaven has implemented the Licenses, Permits, and Inspections modules of Salesforce Public Sector Solutions to enable their permit application and approval processes. Bobahaven's contact center management team has noticed an increase in complaints to the contact center regarding lengthy application response times. Bobahaven has asked for guidance on identifying applications that are taking longer than the published Service Level Agreement (SLA) for approval times and proactively resolving these to improve the constituent experience. What should a technical consultant recommend to Bobahaven to solve this problem?
A. Implement Entitlements and Milestones for Applications, including internal notifications and escalations after the application has breached the agreed SLA.
B. Implement Entitlements and Milestones for Applications, including internal notifications and escalations when the application is about to breach the agreed SLA.
C. Implement Cases with Entitlements and Milestones, including internal notifications and escalations when the application is about to breach the agreed SLA.
D. Implement Cases with Entitlements and Milestones, including internal notifications and escalations after the “application has breached the agreed SLA.
Explanation:
To address the issue of lengthy application response times and improve the constituent experience, it is essential to implement a proactive solution that monitors application processing against the Service Level Agreements (SLAs). Entitlements and Milestones in Salesforce provide the necessary tools to achieve this:
Entitlements and Milestones:
Entitlements define the service level and support provided to constituents. Milestones track the key performance indicators and stages within the entitlement process.
By configuring entitlements and milestones for the permit applications, Bobahaven can monitor the progress of each application against the defined SLAs.
Proactive Notifications and Escalations:
Internal notifications and escalations can be set up to trigger when an application is about to breach the agreed SLA. This proactive approach allows the contact center team to intervene before the SLA is violated, thereby improving response times and reducing complaints.
Steps to Implement:
Navigate toSetup>Entitlement Management>Entitlementsand create entitlements for the permit applications.
Define Milestones within the entitlements to represent critical stages in the application process.
Configure milestone actions to include internal notifications and escalation rules that trigger as the application approaches the SLA breach threshold.
Ensure that the contact center management team receives these notifications to take timely action.
By implementing entitlements and milestones with proactive notifications and escalations, Bobahaven can effectively manage application processing times, ensuring adherence to SLAs and enhancing the overall constituent experience.
References:
Salesforce Help: Entitlements and Milestones
Salesforce Public Sector Solutions Documentation
A public sector agency plans to use Public Sector Solutions for grants management. There are no in-house developers in the agency, and they are worried that some of the installation steps may potentially require development skills and the use of developer tools such as VS Code & SalesforceDX. Which steps for Public Sector Solutions setup and installation require the use of such developer tools?
A. Activate DataPack OmniScripts and Integration Procedures
B. Installation of OmniStudio Package in the org
C. Deploy the DataPack Lightning Web Component Files to the Org
D. Download Public Sector Sample DataPacks from Process Library
Explanation:
Deploying the DataPack Lightning Web Component Files to the Org is a step for Public Sector Solutions setup and installation that requires the use of developer tools such as VS Code & SalesforceDX. DataPack Lightning Web Component Files are files that contain code for displaying DataPacks on Lightning Pages or Experience Sites. To deploy these files to the org, the agency needs to use a developer tool that supports metadata deployment, such as VS Code & SalesforceDX.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_datapack_lwc.htm &type=5&language=en_US
Department of Disaster Assistance has started implementing a "Grants Management’ project using public sector solutions tools. As part of the business process, the department staff has to send an agreement to the Grant Seeker on the funding amount and related conditions. The turnaround time from both parties in exchanging the documents with signatures takes longer than expected. What is the best way to solve the problem using the available toolset with minimum/less coding?
A. Install and Configure the DocuSign managed package for Salesforce and send the document envelope from the flow using standard DocuSign actions
B. Install and Configure the DocuSign managed package for Salesforce and send the document envelope from the flow using apex action
C. Set up the DocuSign integration electronic Signature and use Omniscript GenericDocuSign/ObtainEsignature to send the document to related parties
D. Set up the DocuSign integration electronic Signature and use Omniscript GenericDocuSign/sendEsignature to send the document to related parties
Explanation:
To address the issue of lengthy turnaround times in document exchanges and signings in a grants management scenario with minimal coding, setting up theDocuSign integration for electronic signatures and using OmniScript to handle the signature process (Option C)is the best solution. The specific action within OmniScript to be used would beGenericDocuSign/ObtainEsignature.This action allows for sending documents that require signatures directly within the Salesforce environment using DocuSign, thereby significantly reducing the time and effort involved in manual processes.
Options A and B involve configuring the DocuSign managed package but suggest using standard DocuSign actions or Apex actions, which can be less integrated into user flows and might require more coding. Option D mentions using a "sendEsignature" action, which is less accurate compared to the "ObtainEsignature" action for this context, as it is crucial to capture signatures rather than just send them out.
These answers and explanations are aligned with best practices in leveraging Salesforce Public Sector Solutions and its integrations to enhance functionality and user experience.
An inspector at a large public sector agency is planning to make a visit to inspect restaurants in the city for compliance purposes. Which three built-in Lightning Components can they use to conduct efficient visits?
A. Inspection Tab Container
B. Inspection Details
C. Inspection Calendar
D. Inspection Dynamic Dashboards
E. Inspection Action
Explanation:
Inspection Tab Container, Inspection Details, and Inspection Action are three built-in Lightning Components that can be used to conduct efficient visits. Inspection Tab Container is a component that can display a tabbed interface for viewing and editing inspection records. Inspection Details is a component that can display the details of an inspection record, such as the inspection type, status, date, and time. Inspection Action is a component that can display the actions that can be performed on an inspection record, such as completing, canceling, or rescheduling the inspection.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_inspection_components.htm &type=5&language=en_US
A government agency is responsible for providing licenses to various sporting events. To acquire the license, individuals need to pay the required fees. The System Administrator for Public Sector Solution main responsibility is to automatically map and set the fees for each application to ensure the correct fees are mapped. Which Business Rules Engine tool is used here?
A. Workflow Field Updates
B. Data matrices
C. Process Builder
D. Decision Matrices
Explanation:
Decision Matrices are Business Rules Engine tools that are used to automatically map and set the fees for each application. A Decision Matrix can evaluate answers based on rules and conditions and provide a decision outcome and explanation. For example, a Decision Matrix can determine the fee amount based on the type of license, the city & county location, the volume of current business, and the size of the building.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_decision_matrix.htm &type=5&language=en_US
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