Salesforce Salesforce-Contact-Center Questions Answers

Process Builder sequences defining IVR menus and routing options based on caller selections.

Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.

All of the above, depending on the complexity of the desired IVR functionalities.

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

Out-of-the-box configuration

Salesforce Flow

Third-party development

Custom Apex coding

As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.

What is one of the agile principles?

Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools

All three options you listed are actually Agile principles! Agile Development

emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

A consultant is preparing post-implementation training material for the

agents and supervisors. Agents will need to use the cell transcript

configured in Amazon Connect a part of the implementation