Bobahaven has implemented Agentforce Public Sector to manage constituent applications for permits and licenses.

An unauthenticated Experience Cloud site backed by Salesforce Knowledge is the most efficient architecture for publishing frequently requested licensing and permitting information to the general public. Salesforce supports Knowledge articles in Experience Cloud and allows appropriately configured guest users to access publicly available articles without authenticating. This directly supports constituent self-service while reducing repetitive contact-center inquiries.

This approach also minimizes implementation and maintenance overhead because the agency can maintain its authoritative articles directly in Salesforce Knowledge and expose them through the Experience Cloud presentation layer. Salesforce specifically notes that an Experience Cloud site can function as a public knowledge base for unauthenticated users without requiring community licenses simply for public article access.

Option A introduces an unnecessary CMS integration and outbound API synchronization layer. Option B similarly adds unnecessary integration complexity through Lightning Out. Option D forces constituents to authenticate merely to read general application-process information, adding friction and potentially requiring additional license considerations.

The architectural best practice is therefore to keep public informational content openly accessible while reserving authentication for personalized records, applications, and protected constituent data.

Study Guide Reference: Agentforce Public Sector Implementation Strategies and Best Practices – Experience Cloud, Salesforce Knowledge, constituent self-service, guest-user access, and public information delivery.

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