Common Features in Public Sector

Note ​Public Sector Solutions is now ​A​gentforce Public Sector. You may see references to ​​Public Sector Solutions in Salesforce applications and documentation.

Public Sector provides a collection of components, tools, and other features that help caseworkers and other employees more efficiently address concerns and issues that constituents raise. These tools provide context for your interactions with constituents and put useful, actionable tasks at your fingertips. All of the tools can be customized, so they're useful in many scenarios, from helping the constituent who has a question about a business license application or a social service benefit entitlement, to assisting the constituent who contacts you to file a complaint or report a child welfare concern. Public Sector even provides a selection of these useful tools on a dedicated account Lightning record page to help you get started using these tools to resolve constituent service issues. Customize the page as desired to suit your agency's needs. The sky's the limit.

• Get to Know the Industry Common Layer in Public Sector
  Gain an understanding of the components that Public Sector (formerly Public Sector Solutions) uses to streamline and automate common program functions at public sector agencies.
• Configure and Use the Account Page for Service Representatives in Public Sector Solutions
  Efficiently resolve constituents' issues with an account Lightning record page that includes useful information and tools for caseworkers and service representatives.
• Configure and Use Accounting Subledger in Public Sector
  Map financial transactional data to Accounting Subledger objects and bring the data into your accounting system of record.
• Configure and Use Action Launcher in Public Sector
  Give users easy access to the screen flows, Omniscripts, and quick actions that they use the most in one convenient component.
• Configure and Use Action Plans in Public Sector
  Create plans to complete tasks that are required for business processes such as application reviews and approvals.
• Configure and View Graphical Representations of Constituent Relationships
  Understand the relationships among constituents by viewing them in interactive graphs with the Actionable Relationship Center in Public Sector (formerly Public Sector Solutions).
• Configure and Use Audit Trail in Public Sector
  Detect potential fraud and prevent identity theft by monitoring and analyzing constituent identity verification records in Public Sector (formerly Public Sector Solutions).
• Business Rules Engine in Public Sector
  Automate policy decisions and calculations with Business Rules Engine.
• Compliant Data Sharing in Public Sector
  Increase collaboration between internal and external users and maintain compliance with regulations and policies associated with the handling of confidential or sensitive information.
• Criteria-Based Search and Filter in Public Sector
  Design a search experience that unifies complex sets of data to help caseworkers, recruiters, job seekers, and others find the information they need.
• Data Processing Engine in Public Sector
  Transform large volumes of data by using a robust calculation engine and data-manipulation rules, then roll up the data to Salesforce records.
• Decision Explainer with Public Sector
  Use Decision Explainer to provide transparency into business rule calculations.
• Decision Tables in Public Sector
  Provide faster and more accurate public services with rules-driven automation.
• Configure and Use Discovery Framework in Public Sector
  Collect data from constituents and applicants by using Omniscript forms that support conditional logic. Conduct complex evaluations related to regulatory compliance, program and benefit management, grantmaking, investigative case management, and talent recruitment.
• Set Up Document Checklist Items in Public Sector
  Turn on document checklists, assign permissions, customize page layouts, and configure document types to store data extracted from documents submitted by constituents.
• Configure and View a Constituent’s Life Events and Milestones
  Understand constituents’ personal history by capturing significant events and milestones in their lives with the Life Events or Business Milestones component in Public Sector.
• Form Framework
  Create complex applications and forms with your product's objects and Omnistudio components or flows. Use Form Framework to manage forms and applications in Salesforce or through your Experience Cloud site.
• Manage Group Membership and Households in Public Sector
  Define groups of individuals, such as households or trusts, and use them to deliver support services that are tailored to the group.
• Configure and Use Identity Verification in Public Sector
  Use a flow to verify a constituent's identity before sharing private information over the phone or through another engagement channel.
• Use Intelligent Document Automation in Public Sector
  Simplify and centralize document management processes and reduce manual data entry.
• Configure and Use Interaction Summaries in Public Sector
  Give caseworkers, case managers, and other users the ability to capture and manage interaction notes by using interaction summaries. Users can create interaction notes on cases, care plans, benefits, goals, complaints, referrals, and accounts.
• Omnistudio for Public Sector
  Use Omnistudio in Public Sector (formerly Public Sector Solutions) to create guided interactions and rich user experiences without code.
• Create Custom Documents with Omnistudio Document Generation in Public Sector
  Create reports, certificates, letters, and other official documents for constituents from Omnistudio templates.
• Use Outcome Management to Create and Measure Your Public Sector Impact Strategy
  Evaluate whether the programs that you offer to constituents achieve their intended outcomes, and take action based on data-driven insights.
• Configure and Use Record Alerts in Public Sector
  Don't keep constituents waiting. Get notified that you need to act on a record to process an application or address a constituent concern.
• Record Rollups in Public Sector
  Roll up one object’s records and associate them with the record of an unrelated object to consolidate information and make it easy for users to access information from both objects.
• Configure and Use Service Process Studio in Public Sector
  Create robust start-to-finish processes to automate agencies' responses to service requests from constituents, from intake to resolution.
• Configure and Use Timeline in Public Sector
  Give caseworkers and other users a chronological view of a constituent's interactions with your agencies. With a timeline, caseworkers can see all past interactions, cases, complaints, referrals, and care plans with a constituent. Visualize the information chronologically, and click any event to see more information and related details.
• Workforce Scheduling in Public Sector
  Workforce Scheduling in Public Sector brings together appointment scheduling and resource management in a single solution. It adds appointment capabilities to the Public Sector Interaction object and supports on-site, virtual, and self-service scheduling scenarios.