Salesforce Exam Public Sector Solutions Topic 1 Question 17 Discussion

Actual exam question for Salesforce's Public Sector Solutions exam

Question #: 17
Topic #: 1

A Public Sector Organization (PSO) would like to enhance its publicly available website, built in Experience Cloud, to allow constituents to report their concerns about someone's health or safety. The PSO is already using Public Sector Solutions. The requirement from the PSO is that the constituent should be able to report their concerns both as authenticated users and anonymously. Additionally, internal staff should be able to separately track their investigations and any follow-up in a separate Case.

Leveraging Public Sector Solutions functionality, what configuration should the Technical Consultant use to meet the requirements?

AUse the Complaint Case and Case objects.

BUse record types on Case, one for the constituents and one for internal staff

CUse the Public Complaint and Case objects.

DUse a custom object for the Complaint with a lookup relationship to Case.

Show Suggested Answer

Suggested Answer: C

For a Public Sector Organization enhancing its website to allow both authenticated and anonymous reporting of health or safety concerns, the appropriate configuration using Salesforce Public Sector Solutions would involve:

Using the Public Complaint and Case objects (Option C). Salesforce Public Sector Solutions includes specialized objects like Public Complaint, which is designed to handle situations where the public can report issues. These can be configured to allow anonymous entries while maintaining the capability to create and track related Cases for internal follow-up. This setup enables the organization to efficiently manage and segregate public inputs from internal case management processes.

Options A, B, and D do not fully address the requirements:

Option A and B involve using only the Case object or different record types on the Case object. While these configurations could segment reports internally, they do not cater specifically to the need for public input, particularly anonymous reporting.

Option D suggests creating a custom object for the Complaint with a lookup relationship to Case, which would require additional customization and might not leverage existing functionality as efficiently as using Public Complaint.

by Stevie at May 02, 2024, 10:36 PM

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Peggie

6 months ago

What about D though? A custom object would give full control, especially fitting different configurations to the Case.

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Deandrea

6 months ago

Option A? Really? Using the generic Complaint Case and Case objects? Sounds like a recipe for a maintenance nightmare. Unless there's a compelling reason, I'd avoid that one and go with something more purpose-built.

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Myra

5 months ago

I think using record types on Case for different user types would be a better option.

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Aleshia

5 months ago

I agree, using the generic Complaint Case and Case objects could lead to maintenance issues.

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Alishia

5 months ago

D) Use a custom object for the Complaint with a lookup relationship to Case.

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Maryanne

6 months ago

B) Use record types on Case, one for the constituents and one for internal staff

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Yuki

6 months ago

I see your point, but using a custom object for the Complaint with a lookup relationship to Case could also work well.

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Frederic

6 months ago

I think using record types on Case would be a better option to differentiate between constituents and internal staff.

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Shenika

6 months ago

I agree, using the generic Complaint Case and Case objects could lead to maintenance issues.

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Kanisha

6 months ago

I’m leaning towards C. Public Complaint and Case objects sound made for this kind of public reporting system.

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Madalyn

7 months ago

I'm leaning towards option C. The Public Complaint and Case objects seem designed specifically for this kind of use case, so I'd expect them to provide the best out-of-the-box functionality. Plus, it's always nice when the solution aligns with the product's intended use.

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Katina

6 months ago

I agree, using the Public Complaint and Case objects seems like the most logical choice for this scenario.

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Erasmo

6 months ago

I think option C makes the most sense too. It seems like the most straightforward solution.

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Jacquline

7 months ago

Could be, but I prefer A. The Complaint Case and Case objects seem straightforward and aligned with Public Sector Solutions.

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Orville

7 months ago

I think the best answer is B. Using record types on Case could help distinguish between the constituents and internal staff.

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Lynda

7 months ago

Yes, making it available for both authenticated and anonymous users while tracking investigations separately. Not easy.

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Luz

7 months ago

Option D looks interesting. A custom object for the Complaint with a lookup to Case could give you more flexibility in how you structure and manage the data. Might be worth exploring further, though I'd want to understand the tradeoffs compared to the other options.

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Merilyn

6 months ago

D) Use a custom object for the Complaint with a lookup relationship to Case.

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Evangelina

7 months ago

D) Use a custom object for the Complaint with a lookup relationship to Case.

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Mayra

7 months ago

I think option B is the way to go. Using record types on the Case object allows you to differentiate between constituent and internal staff cases, while keeping everything in a single, centralized location. Seems like the most straightforward solution to me.

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