Public-Sector-Solutions Salesforce Public Sector Solutions Accredited Professional (SU24) Question and Answers

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

Person Accounts are a Salesforce feature that must be enabled to support the use case of using the Individual Application object in Grants Management for Public Sector Solutions. Person Accounts are a type of account that can store information about individual people, such as scholars, who are not associated with a business account. The Individual Application object is a child object of the Account object and it can be used to track grant applications from individual applicants.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_individual_applications.htm &type=5&language=en_US

Using Action Plans on Accounts to define due diligence steps, related tasks, and documents to collect is the best solution to standardize the business process for reviewing grant applications. Action Plans are a feature of Public Sector Solutions that can help public sector agencies to create and manage tasks and subtasks for different types of records, such as accounts or cases. Action Plans can be used to define due diligence steps, such as verifying eligibility or checking references, related tasks, such as sending emails or making calls, and documents to collect, such as financial statements or tax returns. Action Plans can also be applied to grant applications using the Account object, which is a standard object that can store information about grant applicants or recipients.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_action_plans.htm &type=5&language=en_US

In Salesforce Public Sector Solutions, when changes are made to an Action Plan Template, it is crucial to ensure that the updated template is activated for it to be used in generating new action plans. If the generated action plans are still based on the old template, it is likely because the new template has not been activated. Here’s how to resolve this:

Activate the New Action Plan Template:

Navigate toSetup>Object Manager>Action Plan Template.

Find and select the new template.

Ensure that the template status is set toActive. If not, activate it.

Verify Template Assignment:

Ensure that the correct and active Action Plan Template is associated with the relevant processes or inspection types.

By activating the new template, the system will use it for all subsequent action plan generations, ensuring that the latest updates are applied.

References:

Salesforce Help: Action Plan Templates

Salesforce Public Sector Solutions Documentation

Expression Sets, Decision Table, and Decision Matrix are three different key modules of Public Sector Solutions: Business Rules Engine (BRE). Expression Sets are modules that can define expressions that can be reused across multiple rules or matrices. Decision Table is a module that can evaluate data based on rows of conditions and actions in a tabular format. Decision Matrix is a module that can evaluate data based on columns of conditions and outcomes in a tabular format.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_bre.htm &type=5&language=en_US

In the Business Rules Engine (BRE) of Salesforce Public Sector Solutions, when applications are being prioritized incorrectly, the Decision Matrix is a critical component to examine. The Decision Matrix defines the logic and criteria for decision-making processes, such as prioritization of applications. If applications are not being prioritized as expected, it's likely that the configuration within the Decision Matrix does not align with the intended criteria or rules. Adjusting the logic or criteria within the Decision Matrix can correct the prioritization process, ensuring that applications are evaluated and prioritized accurately according to the organization's requirements.

When a caseworker cannot see a component on a page layout even though it has been confirmed to be present by an Administrator, the first step is to ensure the caseworker has the appropriate permissions. In the case of not being able to view the Decision Log, which is typically linked with specific functionalities in Salesforce Public Sector Solutions, the correct permission to check is whether the caseworker has theDecision Explainer Permission set (Option A).This permission set specifically allows users to access detailed logs and explanations of decisions made by automated systems or processes within Salesforce, like those found in a decision log. Verifying and ensuring that the caseworker has this permission will likely resolve the issue of visibility.

Other options like Rules Engine Runtime permission (Option B), OmniStudio Admin permission (Option C), and OmniStudio User permission (Option D) are not directly related to accessing decision logs or explanation components, thus making Option A the most suitable and direct solution.

For public sector use cases involving licensing and permitting, Salesforce provides a specificLicenses and Permits templatewithin the Experience Cloud. This template is pre-configured with components tailored to these scenarios, offering a streamlined setup and deployment process.

Licenses and Permits Template:

This template includes pre-built pages and components designed to handle common licensing and permitting processes, such as application submission, status tracking, and renewals.

It provides a user-friendly interface and integrates with other Salesforce features to offer a comprehensive solution for public sector agencies.

Pre-configured Components:

The template includes components such as OmniScripts for guided workflows, FlexCards for data display, and various forms and lists to manage licensing and permitting tasks.

These components help reduce the time and effort required to build and configure the site, allowing agencies to quickly deploy a functional solution.

By using the Licenses and Permits template, the city can leverage pre-configured components to address their specific needs efficiently, minimizing the need for extensive customization.

References:

Salesforce Help: Experience Cloud Templates

Salesforce Public Sector Solutions Documentation

For a public sector agency implementing dynamic assessments within Salesforce Public Sector Solutions, the appropriate categorization should be applied to the following objects:

Assessment Question:

The Assessment Question object is used to define individual questions that will be asked during an assessment. By adding categories to these questions, the agency can dynamically include or exclude questions based on the specific scenario (e.g., take-away, dining, or both).

This allows for flexibility and ensures that only relevant questions are presented based on the type of food outlet being inspected.

Assessment Indicator Definition:

The Assessment Indicator Definition object is used to define criteria and indicators that aggregate assessment questions. Adding categories to these definitions helps in organizing and applying specific sets of questions and indicators based on the context of the assessment.

This ensures that the assessments are dynamic and can adapt to different scenarios without requiring separate templates for each type of outlet.

By categorizing both Assessment Questions and Assessment Indicator Definitions, the agency can create a robust and flexible assessment process that adapts to various inspection contexts efficiently.

References:

Salesforce Help: Assessment Questions

Salesforce Help: Assessment Indicator Definition

Salesforce Public Sector Solutions Documentation

To define a specific set of documents required for a business application, the steps involve creating Document Checklist Items within an Action Plan Template, targeting the Business License Application, and automating the association of this template with new applications. By specifying the required documents in the checklist items and publishing the Action Plan Template, a clear and consistent requirement is established. Automating the association of this template with new applications through flow automation ensures that every business application adheres to the same documentation standards, streamlining the process and enhancing compliance.

OmniScript is a feature of OmniStudio, which is part of the Public Sector Solutions package. OmniScript allows the customer to create guided digital forms that can capture answers from the public and provide recommendations based on business logic. Decision Matrix is a component of OmniScript that can evaluate answers based on rules and conditions and recommend a license type accordingly.Reference:https://trailhead.salesforce.com/content/learn/modules/dynamic-assessments-with-public-sector-solutions/create-and-configure-omni-assessment-tasks

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

Setting the Organization-Wide Defaults (OWD) for the Case object to private is a configuration that can help to protect sensitive HR data in Employee Experience Management. Employee Experience Management is a prebuilt app that comes with Public Sector Solutions. It can help public sector agencies to manage employee programs and benefits, such as leave requests or wellness surveys. The Case object is a standard object that can be used to track employee requests or issues in Employee Experience Management. Setting the OWD for the Case object to private means that only the owner of the case and users above them in the role hierarchy can access the case record by default. This can prevent unauthorized access to sensitive HR data by other users.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_employee_experience.htm &type=5&language=en_US

Implementing spam checking for Bobahaven’s Experience Site forms using CAPTCHA can help prevent bots from submitting fake or malicious grant applications. CAPTCHA is a feature that requires users to prove that they are human by solving a simple challenge before submitting a form. Setting the external organization-wide default sharing settings for grant applications objects to Private can help protect the privacy of the constituents’ data. This means that external users cannot see any grant applications by default, unless they are explicitly shared with them.Reference:https://trailhead.salesforce.com/content/learn/modules/public-sector-solutions-design/create-guided-digital-forms-with-omniscript

FlexCards in Salesforce Public Sector Solutions are used to create highly customizable and dynamic user interfaces. They serve as building blocks to display and interact with data efficiently. Two key use cases for FlexCards include:

Aggregating Complex Data Models for Quick-Glance Information:

FlexCards can be designed to pull data from multiple sources and present it in a consolidated, easy-to-understand format. This allows users to quickly get an overview of relevant information without navigating through different sections or records.

For example, a FlexCard can display a summary of constituent details, open cases, recent interactions, and any pending tasks, all in one place.

Homepage Widget to Quickly Launch Common Processes:

FlexCards can be added to the homepage or any other relevant page as actionable widgets. These widgets can include buttons or links to initiate frequently used processes such as creating a new case, scheduling an inspection, or submitting a service request.

This enhances user productivity by providing quick access to essential functions directly from the homepage.

References:

Salesforce Help: FlexCards Overview

Salesforce Public Sector Solutions Documentation

In a Salesforce implementation, particularly for Public Sector Solutions, having clear and structured documentation is critical for the success of the project. Two key document types that a consultant should use are:

User Stories:

User Stories are brief descriptions of features or functionalities from the perspective of the end-user. They help in understanding the user’s needs and ensure that the development team is aligned with the expected outcomes.

Each User Story typically follows the format: "As a [role], I want [feature] so that [benefit]." This ensures that the requirements are user-centric and provides clear acceptance criteria.

Functional Requirements Specification (FRS):

An FRS is a detailed document that describes the functionality required in the system. It outlines the technical and functional specifications needed to meet the user stories.

The FRS provides a comprehensive guide for developers, detailing what needs to be built, including user interfaces, data models, workflows, and business rules. It ensures that all stakeholders have a clear understanding of the system’s functionality.

These documents are essential as they provide a blueprint for the implementation, ensuring all requirements are captured, understood, and agreed upon by all stakeholders.

References:

Salesforce Help: Writing User Stories

Salesforce Help: Functional Requirements

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

In Salesforce Public Sector Solutions, to ensure that constituents (external users) cannot see each other by default on the new site, the sharing settings must be appropriately configured. Specifically, the'Site User Visibility'setting is designed to control whether users can see each other within the site. Here’s how to configure it:

Navigate to Sharing Settings:

Go toSetup>Security>Sharing Settings.

Uncheck Site User Visibility:

Locate the'Site User Visibility'checkbox within the sharing settings.

Uncheck this box. This setting ensures that site users (constituents) cannot see each other's profiles and details by default.

By unchecking the'Site User Visibility'checkbox, the PSO ensures that user records are private and not visible to other users on the site. This is a critical setting for maintaining privacy and security for constituents interacting with the PSO's site.

References:

Salesforce Help: Sharing Settings

Salesforce Public Sector Solutions Documentation

When tasked with creating a widget in OmniStudio that aggregates and calculates information from multiple unrelated objects, the most appropriate tool to accomplish this declaratively isIntegration Procedures (Option A).Integration Procedures in OmniStudio are designed to handle complex data operations that involve multiple objects, potentially including data aggregation, transformation, and logic application, without requiring custom code.

Option B, MuleSoft Integration,is primarily used for connecting Salesforce with external systems, not for aggregating data within Salesforce.

Option C, SOQL Queries,can retrieve data but do not themselves handle complex multi-object calculations and logic in a declarative manner.

Option D, Apex Classes,are a coding solution, not declarative, and would be used when more complex custom behavior that cannot be achieved declaratively is required.

Integration Procedures allow a declarative approach, fitting the need to work with multiple objects effectively and efficiently within the Salesforce platform.

Creating a Screen Flow or creating a new Action are two possible approaches for creating a better user experience when creating a Visit. A Screen Flow is a type of flow that can create an interactive user interface to display information or collect data from users. A Screen Flow can have the required fields to create a Visit record and it can be launched by a button on the page layout. An Action is a type of button that can perform tasks such as creating or updating records. An Action can have Predefined Field Values that can automatically populate fields when creating a Visit record.Reference: https://help.salesforce.com/s/articleView?id=psc_admin_setup_visits.htm &type=5&language=en_US

Salesforce OmniStudio, Flows, Employee and Public Sector Data Models, and Employee Community are the most important features of Employee Experience for Public Sector to address the opportunity of digitizing hundreds of PDF forms for employees. Employee Experience for Public Sector is a prebuilt app that comes with Public Sector Solutions. It can help public sector agencies to manage employee programs and benefits, such as leave requests or wellness surveys. Salesforce OmniStudio is a component of Public Sector Solutions that can help public sector agencies to create guided digital forms using OmniScripts. Flows are tools that can help public sector agencies to automate business processes using flows. Employee and Public Sector Data Models are components of Public Sector Solutions that can help public sector agencies to store and organize data using standard and custom objects. Employee Community is a component of Public Sector Solutions that can help public sector agencies to create a digital experience site for employees to access resources and services.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_employee_experience.htm &type=5&language=en_US

To automatically read the constituent’s date of birth from a scanned document and map it to a field in the Application record using the Intelligent Form Reader (IFR) in Salesforce Public Sector Solutions, the following steps should be configured:

Enable Intelligent Form Reader:

Navigate toSetupand search forIntelligent Form Reader.

Enable the Intelligent Form Reader, which allows the system to process and interpret scanned documents.

Enable OCR Setting in the Document:

Ensure that OCR (Optical Character Recognition) settings are enabled for the documents. This allows the system to recognize and extract text from scanned images.

OCR settings can typically be configured within the document management settings or within the IFR configuration settings.

Set Up Data Extraction:

Configure the data extraction rules to specify which data fields need to be extracted from the scanned documents. This involves setting up the templates and rules for extracting specific information such as the date of birth.

Define the mapping rules to map the extracted data to the corresponding fields in the Application record.

By following these steps, the governance agency can automate the extraction and mapping of constituent data from scanned documents, ensuring accurate and efficient data entry into the system.

References:

Salesforce Help: Intelligent Form Reader

Salesforce Help: OCR Settings

Salesforce Public Sector Solutions Documentation

The statement about Person Accounts that is accurate within the Salesforce ecosystem is thatthe Person Account model uses the standard Account object to hold the details about a person (Option D).Person Accounts are a specific Salesforce feature that combines the properties of Accounts and Contacts into a single record. This allows organizations to manage individual consumer data more effectively, especially useful in scenarios like licensing and inspections where individuals act as customers.

Option Ais incorrect as once Person Accounts are enabled in a Salesforce org, they cannot be disabled.

Option Bis incorrect because Person Accounts do not specifically bring together fields from Opportunity and Contact; they are a fusion of Account and Contact.

Option Cis incorrect as record types are indeed supported for Person Accounts, allowing for further customization and segmentation within the Person Account model.

OmniScript is a feature of OmniStudio, which is part of the Public Sector Solutions package. OmniScript allows the public sector agency to create guided digital forms that can integrate with external systems and custom objects. OmniScript can be used to check permit fees from an external system and apply discounts based on site/address data from a custom object.Reference:https://trailhead.salesforce.com/content/learn/modules/public-sector-solutions-design/create-guided-digital-forms-with-omniscript

Business Type, Regulatory Authority, and Regulatory Authorization Type are three items that require set up to configure a License Authorization. License Authorization is a feature of Public Sector Solutions that can help public sector agencies to manage licenses and permits for different types of businesses and activities. Business Type is a custom metadata type that can define different categories of businesses, such as restaurants or salons. Regulatory Authority is a custom metadata type that can define different entities that issue licenses or permits, such as city or county governments. Regulatory Authorization Type is a custom metadata type that can define different types of licenses or permits, such as food service license or liquor license.Reference:https://help.salesforce.com/s/articleView?id=psc_admin_setup_license_authorization.htm &type=5&language=en_US