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Salesforce Public Sector Solutions Accredited Professional Exam Questions
- Topic 1: Implementation Considerations: This topic discusses the best practices and considerations specific to implementing Salesforce solutions in the public sector. It includes planning, customization, and integration techniques. Furthermore, it addresses the unique regulatory and compliance requirements of public sector entities.
- Topic 2: Customer Experience: This topic delves into the usage of Public Sector solutions for creating exceptional citizen or constituent experiences. It emphasizes service personalization, accessibility, and engagement. Additionally, it discusses strategies to enhance trust and satisfaction among citizens and constituents.
- Topic 3: Product Features and Functionality: The topic covers Salesforce products and their features tailored for the public sector, such as Nonprofit Cloud, Government Cloud, and Experience Cloud. It explores how these products address sector-specific needs. Also, it includes updates and enhancements that improve functionality and usability for public sector users.
- Topic 4: Solution Design and Implementation: This topic discusses designing and implementing Public Sector solutions that align with an organization's specific goals and workflows. It includes methodologies for effective project management and solution deployment. Furthermore, it covers strategies for ensuring long-term success and scalability of the implemented solutions.
Free Salesforce Salesforce Public Sector Solutions Accredited Professional Exam Actual Questions
Note: Premium Questions for Salesforce Public Sector Solutions Accredited Professional were last updated On Jul. 13, 2024 (see below)
A government agency is currently using Business Rules Engine (BRE). Part of the current Prioritization matrix includes household income and household size. To correctly calculate the Households Area Median Income
(AMI) pool, the Expression Set needs to calculate the AMI and then evaluate the percentage against a predefined Federal Income Limit table to determine the prioritization pool.
To accomplish this, the BRE designer should include how many decision matrices?
In the context of a government agency using the Business Rules Engine (BRE) to calculate and determine Households Area Median Income (AMI) prioritization using a matrix, the BRE designer should use two decision matrices (Option C). One matrix is necessary to calculate the AMI and to evaluate it against the federal income limits, which involves determining the percentage of AMI relative to these limits. The second matrix is then used to categorize these percentages into different prioritization pools. This allows for a clear separation of logic in handling the data: one matrix for the determination of AMI percentages and another for the allocation into prioritization pools based on these percentages.
Option A and D, which suggest using only one matrix, would not provide the necessary separation of calculations and evaluations for clarity and maintenance. Option B suggests using three matrices, which overcomplicates the process without clear necessity for three separate matrices when two are sufficient for the tasks at hand.
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?
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 to Setup > Entitlement Management > Entitlements and 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.
A government agency is currently using Business Rules Engine (BRE). Part of the current Prioritization matrix includes household income and household size. To correctly calculate the Households Area Median Income
(AMI) pool, the Expression Set needs to calculate the AMI and then evaluate the percentage against a predefined Federal Income Limit table to determine the prioritization pool.
To accomplish this, the BRE designer should include how many decision matrices?
In the context of a government agency using the Business Rules Engine (BRE) to calculate and determine Households Area Median Income (AMI) prioritization using a matrix, the BRE designer should use two decision matrices (Option C). One matrix is necessary to calculate the AMI and to evaluate it against the federal income limits, which involves determining the percentage of AMI relative to these limits. The second matrix is then used to categorize these percentages into different prioritization pools. This allows for a clear separation of logic in handling the data: one matrix for the determination of AMI percentages and another for the allocation into prioritization pools based on these percentages.
Option A and D, which suggest using only one matrix, would not provide the necessary separation of calculations and evaluations for clarity and maintenance. Option B suggests using three matrices, which overcomplicates the process without clear necessity for three separate matrices when two are sufficient for the tasks at hand.
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?
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 to Setup > Entitlement Management > Entitlements and 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.
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?
To address the issue of lengthy turnaround times in document exchanges and signings in a grants management scenario with minimal coding, setting up the DocuSign 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 be GenericDocuSign/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.
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