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Hierarchical Sharing Settings on Calls

Collaboration on Call Recordings

Pause/Resume Call Recording

Customer Acquisition Cost (CAC)

Agent Resolution Rate

Average Cost per Case (CPAC)

Employee Turnover Rate

Converting call recordings to a supported audio format compatible with the new Contact Center platform.

Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.

Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.

All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.

Case History related list displaying all updates and changes made to a specific case record.

Reporting tools showing trends and patterns in case data entry and field values.

Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

Each class and trigger that was deployed is covered by at least 75% jointly

Tests in the org or al local tests are run and Apex trigger have some

coverage

Components have been validated successful for the target event within least

70 days

Implement field-level security to restrict access to sensitive data based on user roles and permissions.

Encrypt customer data at rest and in transit to protect against unauthorized access.

Conduct regular security audits and vulnerability assessments to identify potential risks.

All of the above, combined for a comprehensive approach to data security and compliance.

Salesforce Knowledge articles with categorization and tagging for easy customer search.

Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

Einstein Search for intelligent article recommendations based on customer keywords and context.

All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

Track average call handle time and first-contact resolution rate.

Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

Monitor agent performance against resolution time and escalation benchmarks.

All of the above, combined for a comprehensive view of customer satisfaction.

Workflow Rules triggering email notifications and case updates based on specific events or field changes.

Process Builder sequences defining automated actions and data updates based on triggers and conditions.

Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.

All of the above, depending on the desired complexity and automation level of case updates.

Create a flow that references the custom object.

Create a junction object between the custom object and Voice Call Create

a custom lookup field on the Voice Call object to the custom object

The consultant should accomplish the linking of voice calls to primary

orders by creating a custom lookup field on the Voice Call object to the

custom object.