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

Develop unique training guides and resources for each agent role and case type.

Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.

Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.

Design personalized training materials tailored to specific agent skill sets and needs.

SMS Messaging

Facebook Messenger

Messaging for In-App

Workflow Rules with email field criteria triggering case creation.

Process Builder sequences defining steps for email parsing and case generation.

Email-to-Case enabled on the Case object with appropriate field mapping.

Einstein Bots configured to handle email inquiries and create cases if needed.

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.