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The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
Ursa Major Solar will use Data Loader for data migration of closed cases
because of large amount of data
What does a consultant need to keep in mind while using data loader?
Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?
Automated case escalation is effectively managed using both Escalation Rules and Workflow Rules: B. Escalation Rules enable automatic case escalation based on criteria like case priority and time to resolution. C. Workflow Rules can be used to trigger additional actions, such as notifications to supervisors, when specific escalation criteria are met. These tools work in concert to ensure timely responses to critical cases and maintain service levels.
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.
