Last Attempt Salesforce-Contact-Center Questions

Converting call recordings to a supported audio format compatible with the new Contact Center platform.

Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.

Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.

All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.

Messaging for Web and Einstein Bots

Web to Chat and Embedded Service

Messaging for Web and Embedded Service

Custom Apex code defining escalation logic and actions.

Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.

Both (b) and (c), offering flexible options for automated case escalation based on rules.

Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.

Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.

Manually reviewing and verifying the language and character consistency of customer data before migration.

All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.