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You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
This is the primary type used to route the conversation from the bot to the queue.
The consultant can build a flow with a specific action to "Route Work Item."
This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
Additionally, the dialog can collect any necessary information from the
customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large-scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
You need to validate bot security and data privacy compliance. Which tool helps with this?
