Exactprep Salesforce-Contact-Center Questions

Einstein Analytics with customizable dashboards and visual data storytelling capabilities.

Salesforce Reporting tools for generating detailed reports and data analysis.

Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

All of the above, depending on the desired level of detail, visual representation, and data access.

Detailed and rigid schedule with no room for modifications or adjustments.

Clearly defined communication channels and escalation procedures for unforeseen issues.

Regular risk assessments and contingency plans for potential challenges and roadblocks.

A collaborative work environment and open communication among stakeholders.

Apex code development for custom integrations with specific external systems and data retrieval.

Flow Builder with pre-built connectors and actions for integration with various external data sources.

Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.

All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

Workflow Rules with email action steps triggered by case creation events.

Process Builder sequences defining auto-reply steps and dynamic content insertion.

Entitlement Email Templates configured with automatic responses based on service level agreements.

Einstein Bots configured to send auto-replies and collect initial information from customers via email.