A resident in the city of Richdale has concerns about unnecessary debris from construction at a nearby residence and has filed a complaint with the…

To effectively handle a resident's complaint and link it to a construction permit, a consultant should recommend a comprehensive process using standard Public Sector Solutions (PSS) features.

1. Log and Link the Complaint (C): The complaint should be captured as a Case record, which is the standard Salesforce object for tracking citizen issues and requests. This Case must then be linked to the relevant Permit Application record to formally "tie them back."

2. Enable Investigation (B): To investigate the complaint (e.g., verify debris), an on-site inspection is required. This necessitates configuring the Inspection Management objects, such as Visits and Assessment Indicators, to support field activities.

3. Standardize the Process (D): To ensure consistent handling, an Action Plan should be configured. This creates a repeatable template of tasks (e.g., schedule visit, conduct inspection, notify resident) that can be automatically launched from the Case or Permit, guiding the city staff through resolution.

A. Link Inspections and Visits to Permit Applications: This is an action taken during the process, not a foundational recommendation. The more critical recommendation is to first link the complaint itself (the Case) to the permit.

E. Set up Business Rules Engine (BRE) to determine Complaint validity: The Business Rules Engine is designed for complex eligibility, compliance, or fee calculations, which is overkill for validating a straightforward complaint about construction debris.

1. Salesforce Help, Public Sector Solutions Administrator Guide, Set Up Case Management for Public Sector Solutions: This guide details the use of the Case object for constituent service requests and complaints. It states, "With Case Management, your constituents can submit cases or service requests through a portal. Your caseworkers can then review the cases and take appropriate action." This supports using Cases for complaints (Option C).

2. Salesforce Help, Public Sector Solutions Administrator Guide, Set Up Inspection Management: This section explains the configuration of Visits and Inspections. It notes, "A visit is always associated with a parent record, such as a business license application or a case." This confirms the need to configure inspections (Option B) and shows they can be linked to either the permit or the case that represents the complaint.

3. Salesforce Help, Action Plans in Public Sector Solutions: This document describes the purpose of Action Plans. It states, "Use Action Plans in Public Sector Solutions to automate frequently recurring processes, such as reviewing permit applications or investigating cases." This directly supports using Action Plans to standardize the complaint handling process (Option D).