Set Up Applications

Learning Objectives

After completing this unit, you’ll be able to:

Discuss the different types of Public Sector Solutions applications and how they work.
Explain the steps for configuring an application.
Describe how to configure an approval process.

Discover Applications in Public Sector Solutions

Every day, government agencies process countless applications from constituents for licenses, permits, programs, benefits, and a host of other public services. For agencies that are behind the times, this workflow involves paper forms, in-office visits, or phone calls, much to the dismay of constituents. On the receiving end, government employees deal with endless office clutter and tedious document reviews. This means long wait times and frustration for applicants.

Efficient application management is at the heart of Public Sector Solutions. Through an online portal, constituents can review the services your agency offers and fill out and submit intelligent digital application forms to request services.

For example, here’s an application form on the public portal. Constituents use it to request benefits from the Cosville Department of Social Services.

Online Benefits Application on the public portal.

After a constituent submits an application, the agency routes it through the review and approval process. Reviewers can use automation to quickly calculate application fees, check eligibility for programs, and determine benefit amounts. As they wait for a decision, constituents can view the status of their application on the portal.

The table describes the role of applications in several public sector scenarios.

Application Type	Details
Licensing and Permitting	Constituents apply for authorization to open a business, hold an event, or obtain the license or permit they need to conduct activities in compliance with regulations.
Benefit Assistance	Constituents request social programs and benefits to improve their situation or financial assistance to become self-sufficient.
Talent Recruitment	Prospective public sector employees apply to an agency for employment positions.
Grantmaking	Grant-seekers submit applications for public funding.
Investigative Cases	Legal representatives file requests to schedule case proceedings.

Public Sector Solutions includes Omniscript forms to support these common application processes. You can customize these forms to gather the information needed to process each request type.

No matter how your agency uses applications, you have some common setup tasks to complete first.

Create Record Types for Applications and Track Data Usage

Public Sector Solutions includes two application objects: Individual Application and Business License Application. Set up different application record types for each of these objects to collect the information required for authorization of a particular service, benefit, license, or permit. Then, configure unique application statuses, categories, and approval processes for each record type. This distinction among applications helps you ‌track how many applications of a certain type you process.

This table shows the associated application object for each Public Sector Solution feature, and examples of the record types you can create for each object.

Feature	Application Object	Example Application Record Types
Licensing, Permitting, and Inspections	Individual Application, Business License Application	Driver’s License Application, Business License Application
Benefit Management and Social Program Management	Individual Application	Low-Income Energy Assistance Program (LIHEAP) Application, Home Care Assistance Application
Grantmaking	Individual Application	Education Grant Application, Research and Development Grant Application

Unlike these Public Sector Solutions features, Talent Recruitment Management uses an Application Form object and a guided flow to collect information from job applicants. You can customize the Omnistudio components used in this guided flow to meet the needs of your agency. To learn more, view the Overview of Job Application Guided Flow article in Salesforce Help.

On the Business License Application object, Tishon creates record types for each of the authorization types she set up earlier, including the Salon Establishment License.

New Record Type screen for the Business License Application object.

She continues to set up application record types for each corresponding regulatory authorization type, such as Sign Permit.

The cost of using certain Public Sector Solutions features, such as Licensing and Permitting, depends on the number of applications you process. To keep track of your data usage, create a usage-based pricing view for the different application record types that your agency processes. To learn more, read the Configure Application Record Types for Public Sector Solutions Usage Tracking article in Salesforce Help.

Create Unified Hierarchical Views

With a unified hierarchical view, users can quickly see records related to a license or permit application, public complaint, or an account. For applications, use the hierarchical view to show all of the parent and dependent applications, and the associated records, all in one place.

Tishon adds a hierarchical view by creating a custom tab on the Business License Application object.

Unified View tab of a business license application.

This tab shows a hierarchy of records related to the application, including visit, regulatory code violation, violation enforcement action, and regulatory transaction fees.

To learn more about the Hierarchical View tab and supported objects, read the Give Reviewers a Unified View of a Business or Applicant’s Records Help article.

Customize the Application Forms

Public Sector Solutions includes several Omniscript templates to help you get started with application intake. These dynamic forms power requests for licenses and permits, benefits, case proceedings, and other scenarios.

For example, this screenshot shows an Omniscript template for a salon license application.

Salon License Application template Omniscript.

Customize the questions and fields in these templates to match the information that reviewers need to process the request. You can also set up dynamic functionality so that only relevant follow-up questions appear based on the applicant’s previous responses. This really speeds up the application process for constituents.

To learn how to modify the default application forms, refer to the Create and Customize Omniscript Application Forms Help article. Also, check out the Dynamic Assessments with Public Sector Solutions Trailhead module to learn how to configure intelligent forms for applications and other information-collection tasks.

Create Approval Processes and Flows

Once you’ve completed the underlying configuration for ready-to-process applications, you’re ready to define how agency employees review and approve applications. Create application approval paths, queues, review assignments, and checklist items to make sure that reviews are consistent and accurate.

For example, Tishon sets up an approval process for intake agents, compliance officers, and other reviewers to follow for license and permit applications.

For benefit application reviews, configure a guided flow that caseworkers use to systematically process benefit, change of circumstances, and recertification applications. Caseworkers view application summaries to check household details, income changes, and other submitted information. They can also check eligibility, and approve or reject, renew, or adjust benefits. To learn more, check out the Set Up the Benefit Application Review Flow Help article.

To further explore approval processes, complete the Approval Process for Public Sector Solutions Trailhead module. Also, review the links in the Resources section to learn how to configure approval processes for specific Public Sector Solutions features, such as Talent Recruitment Management.

Configure Automation

Speed up application reviews and ensure consistent decisions by setting up automation.

Use Business Rules Engine to automatically calculate the processing fees associated with your applications and related services. For program and benefit requests, Business Rules Engine automatically checks applicants’ program eligibility and determines benefit amounts based on submitted information.
Set up Decision Explainer to provide insights into the results of these Business Rules Engine calculations. You can easily share these explanations with constituents to help clarify decisions.

To learn more about these tools, view the Automatically Calculate Application Fees and Provide Insights into Policy Decisions in Public Sector Solutions articles in Salesforce Help.

Tishon has created application record types, customized the forms, set up approval processes, and configured automation for certain review types. Now, she needs to create a website where constituents can access application forms and explore agency resources.

In this unit, you learned the basics of setting up applications in Public Sector Solutions. In the next unit, you’ll get started on building your agency’s public portal.

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