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Salesforce Exam Public-Sector-Solutions Topic 3 Question 21 Discussion

Actual exam question for Salesforce's Salesforce Public Sector Solutions Accredited Professional exam
Question #: 21
Topic #: 3
[All Salesforce Public Sector Solutions Accredited Professional 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

by Giovanna at Jun 19, 2024, 05:09 AM

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Penney
1 months ago
I think option D might be better, as it addresses the issue after the SLA is breached.
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Mari
2 months ago
I'm not sure, option C also sounds like it could work.
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Mona
2 months ago
I agree with Ben, option A seems like the best solution.
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Jesusa
2 months ago
Option B all the way! Proactive notifications are like a crystal ball for your application process. Who doesn't love a little magical thinking?
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Margot
2 months ago
Option D is the way to go. Why wait until after the SLA is breached? Might as well get the escalation process started as soon as possible.
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Asuncion
11 days ago
User 4: Let's go with Option A then. It's better to address the issue before it becomes a problem.
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Louis
18 days ago
User 3: I agree with Taryn and Louis. Option A is the way to go for proactive resolution.
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Taryn
25 days ago
User 2: Taryn is right. Option A seems like the best choice to prevent SLA breaches.
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Ivory
1 months ago
User 1: Option D is too reactive. We should be proactive in addressing the issue.
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Bettyann
2 months ago
Ah, the age-old question: Do we wait until the problem happens or try to prevent it? I'd say B is the way to go - be proactive, don't just react.
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Temeka
2 months ago
I'd go with C. Cases with Entitlements and Milestones sound like the perfect solution to track these applications and stay on top of them.
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Wynell
29 days ago
User 2: Agreed, it seems like the most efficient way to stay on top of application response times.
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Lenny
1 months ago
User 1: I think C is the best option. Cases with Entitlements and Milestones will help track applications effectively.
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Ben
2 months ago
I think we should go with option A.
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Esteban
2 months ago
Option B seems like the way to go. Proactive notifications before the SLA is breached would help the team get ahead of the problem.
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Lashon
1 months ago
User 2: I agree, proactive notifications would definitely help.
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Luisa
2 months ago
User 1: I think option B is the best choice.
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Lewis
2 months ago
User 3: Definitely, it's all about staying proactive and keeping the process running smoothly.
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Willodean
2 months ago
User 2: I agree, being able to address the issue before it becomes a problem is key.
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Nickolas
2 months ago
User 1: Option B seems like the way to go. Proactive notifications before the SLA is breached would help the team get ahead of the problem.
upvoted 0 times
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