Pearson Salesforce-Contact-Center New Attempt

Develop custom formulas to calculate customer loyalty and contract value score.

Configure case fields to capture customer tier and contract details for manual prioritization.

Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

Number of self-service articles viewed or downloaded by customers.

Percentage of cases deflected through self-service channels and resolved without agent intervention.

Customer satisfaction ratings and feedback on the self-service experience.

All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.

Use conditional visibility on the Embedded Messaging component to show

one for the users and one for guest users to alter the routing destination

Pass in the User ID field as a hidden pre-chat field and check the vice of

that le Channel flow to determine the routing destination

Create a Page Variation for each page where the chat is offerest one for

authenticated one for guest users to alter the routing destination

Develop custom Apex code for automated email triggers and attachments.

Utilize Process Builder with predefined rules for email notifications based on case updates.

Configure outbound email integrations with pre-built templates for invoices and case summaries.

Implement Einstein Bots to handle email communication and automate basic customer interactions.