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:
✅ Option D is correct because it directly uses the object and framework built for this purpose. The Visit object is the central object in Public Sector Solutions for managing onsite inspections. An Action Plan Template with the Type "Visit Execution" is pre-configured to generate a standardized checklist of tasks tied to a Visit record. This setup natively supports associating regulatory codes with checklist items. Most importantly, the Visit Execution framework has built-in, native functionality for capturing electronic signatures from both the inspector and the business owner directly on the Visit record, fulfilling all critical requirements.
Why Other options are incorrect:
❌ Option A is incorrect. While "Industries" is a related term (the former name of the Public Sector Solutions foundation), using the target object "Visit" without the "Visit Execution" type would not leverage the full, pre-built inspection and signature capture functionality. The specific template type is crucial.
❌ Option B is incorrect. Using "Business License Application" as the target object would create an action plan of tasks directly on the application record itself, not on a dedicated Visit record. This approach would not utilize the specialized Visit object and would lack the native, built-in capabilities for managing the inspection lifecycle and capturing the required signatures.
❌ Option C is incorrect for the same reason as Option B. The target object must be "Visit" to manage the inspection, not the "Business License Application." The inspection is a related event, not a direct attribute of the application. Using the wrong target object would make it impossible to use the standard signature capture features designed for the Visit object.
Reference: Salesforce Public Sector Solutions (Industries) Documentation on Action Plan Templates, specifically templates of type "Visit Execution" and their association with the Visit object for managing inspections and signatures.
A government agency uses Public Sector Solutions to manage 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:
✅ Option C is correct because it provides a simple, immediate, and cost-effective solution that meets all requirements. Standard Salesforce Reports can easily be built to show pending approvals, and a formula field can calculate the time pending. A Dashboard displaying this report can then be added to a Custom Home Page Layout. Assigning this layout to the Approver profile ensures it is the first thing all team members see upon login, providing the required summary without any additional licenses or complex setup.
❌ Option A is incorrect because it suggests adding a single report to the home page. A standalone report component on a home page is less visually impactful and provides fewer summary capabilities (like charts and metrics) compared to a dashboard component. Dashboards are the standard tool for providing at-a-glance analytical summaries.
❌ Options B and D are incorrect because they require CRM Analytics licenses for all team members. CRM Analytics (Tableau CRM) is a powerful advanced analytics platform, but it is significantly more expensive and complex to implement. It is overkill for the requirement of a simple summary dashboard on login. The same requirement can be met perfectly with standard, included Reports and Dashboards, making the purchase of additional licenses an unnecessary cost.
Reference:
Salesforce Help articles on "Create Dashboards" and "Customize the Home Page". This solution leverages standard platform capabilities for reporting and user experience customization, which is a core skill for the Platform App Builder and Administrator certifications.
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:
✅ Option D is correct because the requirement is fundamentally about controlling the registration method for the Experience Cloud site. This is governed by a single setting. Within the Digital Experiences setup menu (Workspaces > Administration), navigating to Settings reveals the "Self-Registration" option. Disabling this option is how an administrator "Enables manual registration." When self-registration is disabled, the only way to create new experience users is for an administrator to manually create them, fulfilling the requirement.
🔴 Option A is incorrect as it directly contradicts the requirement. Enabling self-registration would allow users to sign up themselves, which is exactly what the PSO wants to prevent.
🔴 Option B is incorrect. Adding the 'Register User' action to a contact layout is not a standard Salesforce action. The correct action for an administrator to manually enable a user from a Contact record is called 'Enable Customer User'. Furthermore, this option does not address the root requirement: disabling the self-registration capability on the site itself.
🔴 Option C is incorrect and describes the result of the configuration, not the configuration itself. Adding the 'Enable Customer User' action to the contact page layout is the method for manually registering users after self-registration has been disabled. However, the primary and essential configuration step is first to disable self-registration in the Digital Experiences setup menu. Option C misses this critical first step.
Reference:
Salesforce Help article "Control Self-Registration for Experience Cloud Sites". The process involves accessing the site's administration workspace and managing the registration settings to enforce administrator-mediated user creation.
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:
The correct reporting solution is B. Public Sector Case Analytics App, leveraging CRM Analytics' case duration formula. This is because the Public Sector Case Analytics App is a pre-built CRM Analytics (formerly Tableau CRM) solution specifically designed for this purpose. It contains out-of-the-box formulas and dashboards that provide historical trend analysis, which is a key requirement, and minimizes customization. The other options would not provide historical data or would require significant manual effort.
B. Public Sector Case Analytics App, leveraging CRM Analytics' case duration formula (Correct)
This is the correct solution because it is purpose-built to solve this exact problem. The Public Sector Case Analytics App is a pre-packaged CRM Analytics solution that provides ready-made dashboards and key performance indicators (KPIs) for public sector processes. It includes built-in calculations for case duration that can analyze historical data without requiring any manual data collection or new fields. The app automatically surfaces trends and metrics, fulfilling the executive team's need for ongoing historical reporting with minimal customization effort.
A. Standard Salesforce Report using the standard Case report type, with a newly created custom field to track case duration for new cases. (Incorrect)
While this approach could track case duration for new cases, it would not provide the historical data needed to compare current performance against past performance. The custom field would only begin collecting data from the moment it is created, making it impossible to analyze historical trends.
C. Standard Salesforce Report using the standard Case report type, with a custom formula to calculate case duration. (Incorrect)
Similar to option A, a custom formula field would not work on existing historical data. While it can calculate duration for new cases, it cannot be back-filled to show past performance. Also, custom formulas in standard reports can be limited in their ability to provide the rich, trend-based analytics that CRM Analytics offers.
D. Public Sector Case Analytics App, with a newly created custom field to track case duration for new cases. (Incorrect)
This option is redundant and inefficient. The Public Sector Case Analytics App already has a built-in case duration formula. Creating a new custom field would be an unnecessary customization that duplicates existing functionality and would still fail to provide historical data.
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 correct sequential stages of the grant management lifecycle are B. Plan, Engage, Apply, Review, Award, Manage and Close Out. This sequence represents the complete, logical flow of a grant from its initial concept to final closure. It starts with internal planning and external engagement, moves to the application process, and concludes with the post-award management.
🟢 B. Plan, Engage, Apply, Review, Award, Manage and Close Out (Correct)
This sequence correctly outlines the grant lifecycle from a grant maker's perspective. It begins with the Plan stage, where the organization strategizes and defines the grant program. Next, they Engage with the community and potential applicants. The Apply stage is where constituents submit their applications, followed by the internal Review process. Successful applications are then Awarded the grant. The organization then Manages the grant funds and recipient's progress until the grant is formally Closed Out. This is the standard business process that the Salesforce Public Sector Solutions platform supports.
🔴 A, C, D. (Incorrect)
These options all present an illogical or out-of-sequence grant lifecycle. For example, "Apply" cannot precede "Plan" and "Engage" because the application process cannot begin until the grant has been defined and communicated to the public. Each stage must happen in a specific order to ensure a successful and compliant grant management program.
➡️ Reference
Public Sector Solutions for Grant Management
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:
The best way for a government agency to comply with the request is B. Keep the data in Salesforce and make it invisible to the users and system to restrict the processing of the data. This approach allows the agency to retain the data for historical and legal purposes without violating the grantee's request that the data not be used or processed. This is achieved by changing the data's status and restricting access.
⚙️ Detailed Explanation
B. Keep the data in Salesforce and make it invisible to the users and system to restrict the processing of the data. ✅
This is the most compliant and secure solution. The agency can update the records to a specific "Archived" or "Inactive" status, and then use platform features to restrict access. This includes removing the records from reports, not including them in automated processes like Flows, and using sharing settings (such as private Organization-Wide Defaults and sharing rules) to make the records inaccessible to standard users. This ensures the data is safely stored in a secure location for potential legal proceedings while being functionally inactive within the system.
A. Export the grantee's data to retain it. ❌
Exporting the data is a good first step, but it does not fully address the request. It creates a copy outside of the system. If the data is not then deleted from Salesforce, it will still be present and potentially processed by the system, which violates the user's request.
C. Assign the data to a specific public group and make those records inactive. ❌
Assigning data to a public group does not make the records inactive or control whether they are processed by the system. Public groups are used for sharing records, and simply assigning records to a group doesn't change their status. This approach does not address the core issue of restricting data processing.
D. Export the grantee's data to retain it. Then, delete their data from Salesforce. ❌
This option fails to meet the request to have the data maintained in case of legal proceedings. While it satisfies the request to not use or process the data within Salesforce, completely deleting it makes it impossible to access within the platform if a legal request requires it.
Reference
Data Archiving Best Practices
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:
The correct solution is A. Create a new Applications digital experience using the licenses and permits Experience Site and add the licenses and permits Experience Cloud components to the experience site. This approach leverages a pre-built template from Salesforce's Public Sector Solutions, which is specifically designed for building a self-service application portal. This minimizes customization by using out-of-the-box components and page layouts.
⚙️ Detailed Explanation
A. Create a new Applications digital experience using the licenses and permits Experience Site and add the licenses and permits Experience Cloud components to the experience site. (Correct)
This is the most efficient and recommended solution. The Licenses and Permits Experience Site template is a specialized, pre-configured solution provided with Public Sector Solutions. It is designed to minimize the development time for creating a digital experience for applications. The template comes with pre-built pages and components specifically tailored for the public sector, allowing an administrator to quickly build a fully functional self-service portal.
B, C, D. (Incorrect)
These options are either incomplete, use the wrong tools, or are less efficient. While a solution would utilize components like OmniScripts and FlexCards, simply creating new pages or deploying components without using the correct site template is a less efficient approach. The key to a successful implementation with minimal customization is starting with the pre-built template that already has the necessary structure and components ready to use.
Reference:
Licenses and Permits Experience Site Template
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:
The correct public sector tools to leverage are C. Application form using Omniscripts and embed the Business Rules Engine to derive the license fee in the process. This combination is the standard, declarative solution for this type of use case. The OmniScript creates the interactive, multi-step application form, while the Business Rules Engine handles the complex, dynamic calculation of the license fee based on the user's input.
⚙️ Detailed Explanation
🟢 C. Application form using Omniscripts and embed the Business Rules Engine to derive the license fee in the process
This is the correct and most efficient solution for this use case. OmniScripts are a key tool in Public Sector Solutions for creating guided, multi-step application forms that can collect all the necessary information from a user. The Business Rules Engine (BRE) is a powerful feature that allows an administrator to define and manage complex business logic declaratively, such as dynamically calculating fees based on multiple parameters (revenue, industry type, etc.). The OmniScript would call the BRE to perform the calculation, ensuring a clean separation between the user interface and the business logic.
🔴 A. Application form using Omniscripts and embed the license fee logic using integration procedures
Integration Procedures are used to perform complex actions on data and call external systems. While they can contain business logic, using the Business Rules Engine is the standard and more scalable approach for complex calculations like this within the public sector context.
🔴 B. Application form using Flows and embed the Business Rules Engine to derive the license fee in the process
While a Flow could be used for the application form, OmniScripts are the standard and recommended tool in Public Sector Solutions for creating these complex, multi-step user-facing forms. OmniScripts are designed for a more flexible and robust user experience.
🔴 D. Application form using Omniscripts and embed the license fee logic using triggered flows
Triggered Flows are a type of Flow that runs automatically when a record is created or updated. They are server-side automation tools and are not designed to be used for dynamic, real-time calculations within a user-facing application form like an OmniScript. The BRE is the correct tool for this client-side calculation.
Reference:
Public Sector Solutions Tools
Business Rules Engine
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:
Public Sector Solutions (PSS) leverages OmniStudio for guided experiences like OmniScripts and Integration Procedures in grants management. While most setup steps are no-code or low-code (e.g., via the Salesforce Setup UI or App Launcher), one key step requires developer tools like Visual Studio Code (VS Code) and Salesforce DX (SFDX) CLI for deploying Lightning Web Component (LWC) files from DataPacks.
Why C?
After importing a DataPack (e.g., sample grants management processes) via the OmniStudio Process Library, PSS includes LWC files for rendering components like FlexCards or OmniScripts. These must be deployed as source code using SFDX commands in VS Code (e.g., SFDX: Authorize an Org followed by SFDX: Deploy Source to Org). This handles namespace prefixes and metadata not covered by managed package installation. Without this, LWCs won't appear in the org.
Why not the others?
A: Activating OmniScripts and Integration Procedures is done declaratively in the OmniStudio app (App Launcher > OmniStudio > Process Library > Import/Activate). No developer tools needed.
B: OmniStudio (including PSS packages) installs via the AppExchange or Setup UI as managed packages. It's point-and-click; no VS Code or SFDX required.
D: Downloading DataPacks from the Process Library is a simple UI action (search, select, download ZIP). Extraction and import use OmniStudio tools, not developer environments.
This aligns with PSS's low-code focus, but LWC deployment ensures custom UI elements work. For grants management, this step unlocks pre-built flows without full custom dev.
References
Salesforce Help: "Install and Maintain Public Sector Solutions" (covers OmniStudio import and LWC deployment via VS Code/SFDX).
Trailhead: "Prepare Your Public Sector Solutions Org" module (details DataPack handling and prerequisites).
PSS Service Definition Document (Spring '24): Explicitly states "use Visual Studio Code to deploy a package's Lightning web components" post-import.
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:
The goal is to minimize coding while streamlining the document signature process. Public Sector Solutions leverages OmniStudio tools like OmniScripts and Integration Procedures, which are designed for low-code/no-code automation.
Option C uses the GenericDocuSign/ObtainEsignature OmniScript, which is a prebuilt integration that allows sending documents for signature with minimal configuration.
This method is low-code, configurable, and aligns with the department’s need to avoid heavy development.
🔍 Why Not the Others?
A. Standard DocuSign actions in Flow 🔧
While this is low-code, it requires installing and configuring the DocuSign managed package, which adds complexity and may not be as seamless as OmniStudio’s native integration.
B. Apex action in Flow ❌
This involves custom Apex code, which contradicts the requirement of minimal coding.
D. GenericDocuSign/sendEsignature ⚠️
This action is typically used for sending envelopes directly, but ObtainEsignature is more suited for interactive flows where the user is guided through the signing process.
📚 Reference:
Salesforce documentation on OmniStudio DocuSign Integration highlights GenericDocuSign/ObtainEsignature as the recommended low-code approach for electronic signatures in Public Sector Solutions.
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:
These three built-in Lightning Components are designed specifically for the inspection process within Salesforce Public Sector Solutions. They provide inspectors with the tools needed to manage, view, and act on inspections efficiently during a visit.
A. Inspection Tab Container:
This component serves as the overall framework for the inspector's interface during a visit. It displays a tabbed view, which allows the inspector to easily navigate between different sections of the inspection, such as the visit record details, tasks, and any related assessments or documentation.
B. Inspection Details:
This component is used to display the specific information related to an inspection record. This includes critical information like the type of inspection, its current status, the scheduled date and time, and any special instructions provided by the manager.
E. Inspection Action:
This component provides the inspector with the necessary actions they can perform on an inspection record. These actions include key functions like starting the visit, completing the inspection, recording violations, or rescheduling the visit if necessary.
Incorrect options
C. Inspection Calendar:
While inspectors use a calendar to manage and schedule their visits, the Inspection Calendar is not a standard built-in component for conducting the visit itself. Salesforce provides functionality to enable visits on the standard Salesforce Calendar, but it is a broader scheduling feature, not a component used during the execution of an individual inspection.
D. Inspection Dynamic Dashboards:
Dashboards are used for reporting and analytics purposes, providing managers with a high-level view of inspection data. An inspector would not use a dashboard to conduct the operational tasks of a single inspection.
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