Explore the Components of Public Sector Solutions

Learning Objectives

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

• Describe the layered architecture of Public Sector Solutions.
  
• Describe the role of the individual components in Public Sector Solutions.
  

The Layered Architecture of Public Sector Solutions

As you learned in the previous unit, Public Sector Solutions is built on the Salesforce platform and Service Cloud. In an increasingly connected world where constituents expect great service and greater transparency, having a 360-degree view of the constituent helps governments serve their constituents better and faster.

Public Sector Solutions also enables you to build an Experience Cloud site for your customers to access the services that your government provides. The seamless connection between the Salesforce platform and Experience Cloud helps you connect with your constituents with a personalized approach. And you get several prebuilt applications: Licensing and Permitting, Inspections Management, Grants Program Management, Emergency Program Management, and Employee Experience.

The Public Sector Solutions data model is built on standard Salesforce objects, Service Cloud objects, and some Industries objects that address needs specific to the public sector.

Layered on the Salesforce platform and the Public Sector Solutions data model are Public Sector Solutions packages. These packages include tools and components that help government agencies effectively deliver programs and services to constituents. Let’s explore these tools and components next. 

Components of the Public Sector Solutions Toolkit

OmniStudio

OmniStudio is a digital engagement suite that integrates Salesforce automation capabilities across various products to create a workflow platform. The OmniStudio platform has drag-and-drop configuration capabilities and allows you to create reusable workflows and processes. OmniStudio comprises three layers: Digital Experience, Service Management, and Developer Experience, each of which has its own individual capabilities. Let’s find out more about them.

• The Digital Experience layer comprises FlexCards and OmniScripts.
  

• Using OmniStudio FlexCards, you can access basic constituent information at a glance and display detailed information on demand.
  
• You can use OmniScripts to create guided paths to complete business processes such as completing an application form.
  

• The Service Management layer comprises Integration Procedures and Data Mappers.
  

• Integration Procedures help you process complex data from multiple sources quickly and allow for multiple actions in a single call to the server.
  
• Data Mapper is a mapping tool that makes it easy to read, transform, and write data to Salesforce objects.
  

• The Developer Experience layer comprises the IDX Build Tool and the IDX Workbench.
  

• Using IDX Workbench, you can migrate OmniStudio DataPacks and Salesforce metadata from one Salesforce org to another.
  
• IDX Build Tool is a command-line tool that helps you perform the same actions as the IDX Workbench.
  

To learn how to build an app using OmniStudio, see OmniStudio and Custom Lightning Web Components.

Action Plans

Action Plans are a great way to capture repeatable tasks such as assessments, and you can even templatize them using the Action Plan Template feature. Action Plans also help you easily create reports and dashboards to monitor progress and ensure compliance. To learn more about using Action Plans to manage assessments, see Create an Action Plan Template for a Dynamic Assessment.

Foundation Document Generation

Foundation Document Generation lets you create documents from predefined customized templates. You can use it to design, unify, coordinate, and automate the processing of business-critical documents. For example, you can merge MicrosoftⓇ WordⓇ or PowerPointⓇ  documents with other data sources to create custom documents. To learn more, view the Deep Dive into OmniStudio Document Generation Trailhead module. 

Document Checklist Items

Create and use document checklist items to ensure that your constituents provide all the supporting documents necessary for their applications, and to help them manage file uploads and approvals. To learn more, see the Set Up Document Checklist Items in Public Sector Solutions Salesforce Help article. 

Intelligent Document Automation

Intelligent Document Automation lets you simplify your document management processes. It enables you to capture constituent-submitted information such as business license applications and contact information without manual data entry. Using Intelligent Document Automation, you can route incoming documents to the appropriate queue for faster review and approvals. To learn more, see the Use Intelligent Document Automation in Public Sector Solutions article in Salesforce Help.

Intelligent Form Reader

Intelligent Form Reader uses optical character recognition to automatically extract constituent-entered form data using Amazon Textract capabilities. Use extracted data to create or update record fields or verify data that is already captured. For example, you can update a person’s date of birth using the scanned image of their passport or check whether the date of birth in your records matches the date on their passport. To learn more, see the Enable Intelligent Form Reader and Configure Settings Salesforce Help article.

Business Rules Engine

Business Rules Engine comprises services, components, and objects that perform calculations and automate policy decisions. Using Business Rules Engine, you can allow your users to automate complex policy decisions. And you can help them determine whether your constituents are eligible for a program based on preset rules and decision matrices built using OmniStudio. To learn more, see the Set Up Business Rules Engine article in Salesforce Help. 

Decision Explainer

Decision Explainer is a collection of setup objects that provide insight into why a business rule generated a specific result. Application reviewers benefit from insights into fee calculations, eligibility determinations, and benefit calculations as they would want to share application decisions with constituents. For example, if a business license is issued but the regulatory transaction fee is higher than usual, the applicant would want to know why they were charged more. The government executive can refer to the Decision Explainer to explain to the applicant why their fee was higher. To learn more, see the Decision Explainer with Public Sector Solutions Help article.

CRM Analytics

Intelligent insights and dynamic dashboards help policymakers assess key revenue and operational trends, measure the impact of policies, and act based on these insights. To learn more, see the CRM Analytics for Public Sector Solutions Help article.

Summary

Wow, that’s a lot of components! You now know the advantages of the modular architecture of Public Sector Solutions and what the various components can help you achieve. But how exactly do those components come together so that you can more effectively and efficiently deliver programs and services to constituents? Let’s find out in the next unit.

Resources

• Salesforce Help: Common Features in Public Sector Solutions
• Trailhead: Get to Know OmniStudio
• Trailhead: Business Rules Engine