Questions for the PUBLIC SECTOR SOLUTIONS were updated on : Dec 01 ,2025
What are the two key document types that a consultant might be asked to produce for Public Sector
Solutions implementation?
Choose 2 answers
B, D
Explanation:
Functional Requirements Specification (FRS):
The FRS is a key document outlining the detailed functional requirements for the system to be
implemented. It describes what the system should do, aligning closely with the agency's needs and
use cases for Public Sector Solutions.
User Stories:
User stories are an Agile artifact describing the functional goals of the system from the perspective of
end users. They are concise, actionable, and focus on user needs (e.g., "As a user, I want to apply for
a license online to avoid visiting the office").
User stories help ensure that the implementation focuses on delivering value to end users.
Why Not the Other Options?
A . Budget Plan:
While important for overall project planning, a Budget Plan is not a document typically produced by
consultants specific to Public Sector Solutions implementation. It's usually handled by project
management teams.
C . Marketing Plan:
A Marketing Plan is unrelated to the technical or functional implementation of Salesforce Public
Sector Solutions.
A government agency plans to implement Public Sector Solutions for its licensing needs. They plan to
leverage Business Rules Engine (BRE) to customize the solution to meet their business needs.
Which statement correctly describes the relationship between Expression Sets and Decision Matrices
in the context of BRE?
B
Explanation:
In the context of the Business Rules Engine (BRE) in Salesforce Public Sector Solutions:
Decision Matrices:
These are tables that help implement complex rules by mapping input values to outputs in a
systematic manner. They simplify the evaluation of rules that depend on multiple conditions or
variables.
They are ideal for cases where rule complexity makes coding impractical or harder to maintain.
Expression Sets:
Expression sets are used to define a sequence of rule evaluations and logic, including calling Decision
Matrices.
They allow for the combination of various decision points, making it possible to execute more
complex rule logic.
By defining Expression Sets to call Decision Matrices, you can systematically and efficiently
implement, maintain, and understand complex business rules.
A government agency wants to implement the Licenses, Permits, and Inspections modules of Public
Sector Solutions. The agency needs to issue licenses and permits to two different sets of
constituents; business constituents and private constituents. The agency would like to roll out
licenses and permits to their business constituents first, followed by the private constituents at a
later date.
What data model and implementation strategy should a technical consultant recommend to the
government agency for this use case?
A
Explanation:
This recommendation aligns with the implementation strategy required by the government agency.
Here's the rationale:
1. Business Constituents First:
Business Account and Contact data model is designed for managing entities like businesses,
organizations, and their associated contacts.
Rolling out this model first ensures the agency can meet its priority of addressing business
constituents before private constituents.
2. Private Constituents Later:
Person Account data model is tailored for individuals acting as their own account, which is suitable
for private constituents.
Implementing this at a later stage aligns with the phased rollout strategy the agency prefers.
3. Avoiding Complexity During Initial Rollout:
Starting with only the Business Account and Contact model keeps the initial implementation focused
and avoids unnecessary complexity.
A phased approach allows the agency to learn and refine processes during the first phase (business
constituents), then expand to private constituents.
Why Not the Other Options?
B . Business Account and Household Account/Contact data model:
The Household Account model is not recommended for this use case. It is primarily used in
Salesforce Nonprofit Success Pack (NPSP), not Public Sector Solutions. For private constituents, the
Person Account model is more suitable.
C . Implementing both models at the same time:
Rolling out both models simultaneously (Business Account and Person Account) adds complexity to
the implementation. It would require handling two different constituent types from the start, which
is against the phased approach preferred by the agency.
D . Implementing Business Account and Household Account at the same time:
This option introduces an unnecessary mix of data models (Household Accounts instead of Person
Accounts). Additionally, implementing both at once contradicts the agency’s phased rollout
preference.
Conclusion:
To meet the agency's requirements, the technical consultant should recommend implementing the
Business Account and Contact data model for business constituents now and the Person Account
data model for private constituents at a later stage.
A customer wants to view multi-level data related to an Account, such as all the inspections
performed and the regulatory violations found. They want to see this on the Account page layout.
What solution should the technical consultant use?
B
Explanation:
To achieve the requirement of displaying multi-level data (such as inspections and regulatory
violations) on the Account page layout in Salesforce, a Lightning Web Component (LWC) is the most
appropriate solution. Here's why:
Customizability:
LWCs offer fine-grained control over the data and presentation. This allows the technical consultant
to design a component that retrieves and displays multi-level related data (parent Account →
Inspections → Violations).
Performance:
Lightning Web Components are built on modern web standards, making them lightweight and
efficient, which is ideal for creating a performant and responsive user experience.
Integration with Salesforce Data:
LWCs can use Salesforce’s Lightning Data Service (LDS) and Apex Controllers to fetch and display data
from related objects like Inspections and Violations.
Embedded in Page Layouts:
LWCs can be added directly to the Account page layout using the Lightning App Builder, providing a
seamless user experience.
Why Not the Other Options?
A . Use an Aura Lightning component:
While this is a possible solution, Aura components are older technology compared to LWCs.
Salesforce recommends using LWCs for new development due to their superior performance and
modern architecture.
C . Use a Hierarchical View component:
Salesforce does not provide a standard "Hierarchical View component" for such use cases. If
hierarchical data needs to be displayed, an LWC or custom component would still be needed.
D . Use an AppExchange component:
While there might be AppExchange solutions available, custom requirements like this are often
better served with custom development to ensure precise alignment with the customer’s needs.
Conclusion:
Use a Lightning Web Component (LWC) to create a custom solution tailored to the requirement of
displaying multi-level data related to an Account.
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?
B
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 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.
Reference:
Salesforce Help: Entitlements and Milestones
Salesforce Public Sector Solutions Documentation
Bobahaven has implemented the Licenses, permits, and inspections modules of Salesforce Public
Sector Solutions to enable their permit application and approval processes.
Permits received over 12 month require additional manage sign-off before approval. For regulatory
compliance, the application’s history and approval must be auditable.
What will technical consultant suggest to Bobahaven is the solution for this requirement?
B
Explanation:
In Salesforce Public Sector Solutions, managing approvals for permit applications is crucial, especially
when regulatory compliance requires additional managerial sign-off for applications exceeding a
certain duration. Implementing an approval process is the recommended solution to meet these
requirements effectively:
Approval Process:
An approval process in Salesforce allows for the automation of approval workflows based on
predefined criteria. This ensures that applications follow a consistent and auditable approval path.
For applications with a duration longer than 12 months, the approval process can be configured to
route the approval request to the user’s manager automatically.
Steps to Implement:
Navigate to Setup > Process Automation > Approval Processes.
Create a new approval process for the Permit Application object.
Define the entry criteria to check if the application duration exceeds 12 months.
Set the approval steps to include routing the approval request to the user’s manager.
Ensure that the approval process captures all necessary audit trails, including timestamps and
approver details, to maintain compliance.
By implementing an approval process, Bobahaven ensures that applications meeting the specific
criteria are escalated appropriately, maintaining regulatory compliance and providing an auditable
history of approvals.
Reference:
Salesforce Help: Approval Processes
Salesforce Public Sector Solutions Documentation
Which Experience Cloud template contains pre-configured components for Licensing and Permitting
use cases?
D
Explanation:
For public sector use cases involving licensing and permitting, Salesforce provides a specific Licenses
and Permits template within 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.
Reference:
Salesforce Help: Experience Cloud Templates
Salesforce Public Sector Solutions Documentation
A governance agency is implementing Public Sector Solutions and is looking for a solution 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).
What three steps should a technical consultant configure to satisfy the agency’s use case?
ABE
Explanation:
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 to Setup and search for Intelligent 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.
Reference:
Salesforce Help: Intelligent Form Reader
Salesforce Help: OCR Settings
Salesforce Public Sector Solutions Documentation
A public sector agency recently implemented public Sector Solutions for the inspection and license
renewal of food outlets in the city. The want to set up dynamic assessments where assessment
questions are categorized for use in different scenarios depending on whether the outlet is take-way,
dining, or a combination of both. The categorization only applies to specific questions in the
assessment.
Two which objects should they add new categories?
AD
Explanation:
For a public sector agency implementing dynamic assessments within Salesforce Public Sector
Solutions, the appropriate categorization should be applied to the following objects:
Assessment Questio n :
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
What are the two key document types that a consultant…. Implementation?
A, B
Explanation:
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.
Reference:
Salesforce Help: Writing User Stories
Salesforce Help: Functional Requirements
The city of Sandbox has been using Public sector solution for ……some time now. The city wants to
quickly …
Which tool is recommended to help them achieve this requirement?
B
Explanation:
For the city of Sandbox, which is already using Salesforce Public Sector Solutions and wants to quickly
gain insights, Salesforce Reports and Dashboards is the recommended tool. Here’s why:
Ease of Use:
Salesforce Reports and Dashboards are user-friendly and can be quickly set up by administrators and
users without needing extensive customization or additional tools.
They provide immediate insights by allowing users to create reports and dashboards from existing
data within Salesforce.
Real-time Data:
Reports and Dashboards offer real-time data visualization and analytics, which is crucial for making
informed decisions quickly.
They can be configured to track various metrics such as case resolution times, constituent
satisfaction, and service delivery efficiency.
Customization:
Users can customize reports and dashboards to meet specific needs, including filtering data,
grouping, and creating various chart types.
This flexibility allows the city to tailor insights according to their unique requirements and quickly
adapt to new information needs.
Integration:
These tools are natively integrated within Salesforce, ensuring seamless access to data without the
need for additional integrations or software.
Steps to create Reports and Dashboards:
Create Reports:
Go to Reports > New Report and select the relevant report type.
Customize the report by adding filters, groupings, and fields as needed.
Create Dashboards:
Go to Dashboards > New Dashboard and add components based on the reports created.
Arrange and configure the dashboard components to provide a comprehensive view of the data.
Using Salesforce Reports and Dashboards allows the city of Sandbox to leverage existing Salesforce
capabilities for quick and effective data analysis.
Reference:
Salesforce Help: Reports and Dashboards
Salesforce Public Sector Solutions Documentation
An administrator at a government agency has … and updating the action plan template However…
Generated is still based on the old Action Plan template….
B
Explanation:
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 to Setup > Object Manager > Action Plan Template.
Find and select the new template.
Ensure that the template status is set to Active. 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.
Reference:
Salesforce Help: Action Plan Templates
Salesforce Public Sector Solutions Documentation
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….
C
Explanation:
For Bobahaven to implement Salesforce Public Sector Solutions for licenses and permits while
minimizing customization and leveraging existing components, the best approach is to create a new
digital experience specifically for applications. Here’s why:
New Digital Experience:
Creating a new digital experience tailored for licenses and permits ensures that the specific needs of
this functionality are met without interfering with the existing self-service site.
This allows for a focused and optimized user experience.
Licenses and Permits Expression:
Utilizing the Licenses and Permits Expression simplifies the implementation as it is designed
specifically for these processes, reducing the need for extensive customization.
OmniScripts and FlexCards:
Deploying OmniScripts and FlexCards within the new experience site ensures a seamless and
interactive user interface. These tools are designed to handle complex workflows and data displays
efficiently.
OmniScripts can guide users through the application process step-by-step, while FlexCards provide
quick-glance information and actionable widgets.
Steps to implement this solution:
Create New Experience Site:
Go to Setup > Digital Experiences > All Sites.
Click New to create a new site and choose a template that fits the application process.
Add Components:
Use OmniStudio tools to create and configure OmniScripts and FlexCards.
Deploy these components to the new experience site.
This approach provides a structured and scalable solution, aligning with Salesforce best practices and
leveraging out-of-the-box functionalities to minimize customization.
Reference:
Salesforce Help: OmniStudio Components
Salesforce Public Sector Solutions Documentation
A public sector agency recently implemented public Sector solutions for the ….in the cite. A new
inspector has been onboarded to conduct the inspections…. Feature. All other inspectors can access
Action Plans without any problems.
D
Explanation:
In Salesforce Public Sector Solutions, permissions and access control are crucial for ensuring that
users can perform their roles effectively. If a new inspector is unable to access Action Plans while
other inspectors can, it is likely due to a missing permission set assignment. Specifically, the Action
Plans Permission Set must be assigned to the inspector to grant access to the necessary features.
Here’s how to check and assign the permission set:
Check User Permissions:
Go to Setup > Users > Users.
Find the new inspector’s user record and check their assigned permission sets.
Assign Action Plans Permission Set:
Navigate to Setup > Permission Sets.
Find and select the Action Plans Permission Set.
Click Manage Assignments and add the new inspector to this permission set.
By ensuring that the new inspector has the Action Plans Permission Set, you will grant them the
required access to view and manage Action Plans, just like the other inspectors.
Reference:
Salesforce Help: Permission Sets
Salesforce Public Sector Solutions Documentation
A government agency would like to ensure that the calculation for ……. Correctly; the System
Administrator needs to ensure that the …
Where in the Expression Sets can the Administrator set the data …
C
Explanation:
In Salesforce Public Sector Solutions, the calculation logic and data processing rules are often
managed using Expression Sets and Decision Tables. These tools allow administrators to define
complex business rules and logic without needing extensive code. For a government agency looking
to ensure correct calculations, the appropriate place to configure these rules is within the Decision
Table. Here’s how it works:
Decision Tables:
Decision Tables are used to define a set of rules that determine the output based on different input
conditions. They provide a structured way to manage complex logic and can be easily updated as
business requirements change.
In the context of the calculation, the System Administrator can set up the necessary conditions and
corresponding actions within a Decision Table to ensure accurate outcomes. For example, if the
agency needs to calculate eligibility or benefits based on various criteria, these rules can be
comprehensively defined within the Decision Table.
Setting Data in Expression Sets:
Within the Decision Table, administrators can specify the inputs (data points) and the corresponding
expressions to perform the desired calculations. This ensures that the logic is applied consistently
across all relevant processes.
By using Decision Tables, administrators have a flexible and scalable method to handle complex
decision logic, ensuring that calculations are performed correctly based on predefined rules.
Reference:
Salesforce Help: Decision Tables
Salesforce Public Sector Solutions Documentation