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

Monitor case mentions of specific campaign keywords and track resolution times.

Integrate social media platform data with Salesforce for customer journey analysis.

Analyze call origin information and identify calls originating from social media campaigns.

Deploy sentiment analysis on customer interactions to gauge campaign reception.

Account records representing your customer organizations.

Contact records for individual customer contacts.

User records for your contact center agents.

Custom objects specifically designed for tracking agent performance metrics.

Exporting reports and dashboards for external access via email or file sharing platforms.

Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.

Custom Apex development for building secure data sharing portals with granular access controls.

All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.

Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.

Integrate with the CRM system to access customer data and personalize case handling approaches.

Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.

Implement dynamic routing based on purchase history to connect customers with appropriate agents.