Salesforce Updated Salesforce-Contact-Center Exam Questions and Answers by herbert

Monitoring call logs and reports within Salesforce for recorded call availability.

Utilizing the Call History related list on Case records to access and play recordings.

Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

All of the above, providing various options for accessing, playing, and reviewing call recordings.

Utilize Omni-Channel Routing to unify case routing and agent availability across channels.

Configure a Knowledge Base with searchable articles andFAQs for self-service options.

Implement the Customer Community for forum discussions and support ticket submission.

Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

Implement round-robin routing to distribute cases evenly among agents.

Configure skill-based routing with agent profiles mapped to specific languages and specialties.

Utilize presence-based routing to connect available agents regardless of expertise.

Emphasize case escalation based on SLA breaches and time to resolution.

Converting attachments to formats compatible with the new knowledge base system before the migration process.

Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

Testing access and download functionality for attached files within the new platform after the migration is complete.

All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.