You need to validate automated case escalation. Which tool helps monitor and assess this process?
Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?
The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
The customer values user adoption and training. Which element should be prioritized in the implementation plan?
You need to validate data migration accuracy and completeness. Which tool assists with this process?
The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?
