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Salesforce Exam Public Sector Solutions Topic 4 Question 23 Discussion

Actual exam question for Salesforce's Public Sector Solutions exam
Question #: 23
Topic #: 4
[All Public Sector Solutions Questions]

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?

Show Suggested Answer Hide Answer
Suggested Answer: 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.


Salesforce Help: Entitlements and Milestones

Salesforce Public Sector Solutions Documentation

Contribute your Thoughts:

Tarra
4 months ago
This is a tough one, but I'm leaning towards B. The key is to get ahead of the problem before it becomes a bigger issue. Can't have unhappy constituents, am I right?
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Wynell
3 months ago
Yes, I think B is the way to go. It's important to address issues before they escalate and impact constituent satisfaction.
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Alecia
3 months ago
I agree, being proactive is key in these situations. B sounds like the best option to prevent complaints.
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Laura
4 months ago
Hmm, I'm not sure. Wouldn't implementing Cases instead of Applications be better? That way, the team can track the overall process, not just the application part. C might be the right choice here.
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Tori
3 months ago
Agreed, implementing Cases with Entitlements and Milestones will help Bobahaven proactively manage and resolve application delays.
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Corrie
4 months ago
Yes, C seems like the best option for improving response times and resolving application delays.
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Lavelle
4 months ago
I think C is a good choice. It allows for tracking the overall process, not just the application part.
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Samira
5 months ago
I think option A is the most efficient choice because it addresses the issue after breaching the SLA.
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Leigha
5 months ago
I'm not sure, option C also sounds like it could work.
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Stephanie
5 months ago
I agree, option A seems like the best solution.
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Aja
5 months ago
Option B is the clear winner here. If Bobahaven wants to keep their constituents happy, they better act before the SLA is breached. Waiting until after is like closing the barn door after the horse has already escaped.
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Minna
5 months ago
I think we should go with option A.
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Edna
5 months ago
Option B makes the most sense. Proactive escalations before the SLA is breached will help the team address issues early and prevent delays.
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Harley
4 months ago
Implementing internal notifications will help the team stay on track.
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Reuben
5 months ago
It's important to address issues early.
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Winfred
5 months ago
I agree, proactive escalations can prevent delays.
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Louis
5 months ago
I think option B is the best choice.
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