Salesforce-Contact-Center VCE Exam Download

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

The consultant should propose creating an Escalation Rule Entry to set up

Records that exist in a queue prior to Omni-Channel routing activation will

not be pushed to an agent.

The Apply to existing records in queue option was not selected.

The type of work that was in the queue is not in the Selected Objects list

on the queue under Supported Objects

Develop complex custom code for every functionality to achieve specific needs.

Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

Utilize external applications and extensive third-party integrations for various functionalities.

Design rigid workflows with limited room for future adjustments or customizations.

Case Backlog Volume

Average Time to Answer (ATA)

SLA Adherence Rate

Number of Overdue Cases