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Unlock Your Salesforce Public-Sector-Solutions Potential: Ace the Salesforce Public Sector Solutions Accredited Professional Exam
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Question 1
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?
Correct : C
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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Question 2
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?
Correct : A
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, making Option A (Plan, Apply, Engage, Review, Award, Manage and Close Out) the correct answer.
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Question 3
A public sector agency has implemented Public Sector Solutions for managing their Grants program. The agency authorities have received a complaint from an applicant whose eligibility was declined for the
program.
How should the agency authorities check how the eligibility was determined for this application record?
Correct : B
When an applicant's eligibility for a grant program is declined, and the decision needs to be reviewed or explained within Salesforce Public Sector Solutions, the appropriate tool to use is the Decision Explainer (Option B). This functionality is part of Salesforce's intelligent decision-making tools that provide insights into how decisions were derived based on the configured criteria and data inputs. The Decision Explainer allows administrators or authorized users to review the decision-making process in detail, identifying exactly why an application was declined based on eligibility or other criteria.
Other options like using Salesforce debug logs (Option A) or testing with relevant data sets (Option C) are less direct and can be more time-consuming without providing the specific, user-friendly explanations that the Decision Explainer offers. The Selection Explainer (Option D) is not specifically a standard Salesforce tool under this name, making Option B the most accurate and relevant choice.
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Question 4
A government agency just implemented Salesforce Emergency Response Management (ERM). However, the internal users are unable to see any Emergency Response related functionalities.
What is the root cause for the access issue? Choose?
Correct : B
When internal users are unable to access functionalities related to Salesforce Emergency Response Management (ERM), the most common and likely issue is related to permissions. Option B, stating that internal users are missing the Emergency Response Management permission set, is the correct answer. This permission set is essential for users to access and operate the ERM functionalities within Salesforce. It enables users to view, edit, and manage emergency response-related data and workflows, which are critical during crisis management scenarios.
The role hierarchy issue (Option A) and the licensing problem (Option C) could also potentially cause access problems, but these are generally less common compared to missing permission sets. Option D, regarding the Organization Wide Defaults being set to Public, would not restrict access; if anything, it would make ERM data more accessible, which is opposite to the problem described.
These explanations align with best practices and typical configuration requirements in Salesforce Public Sector Solutions, focusing on ensuring that the necessary permissions and access controls are correctly implemented.
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Question 5
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?
Correct : B
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.
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