Process Builder with drag-and-drop interface for designing automated processes within Salesforce.

Flow Builder with visual development environment for building complex automation and logic flows.

Apex code development for custom scripting and advanced workflow logic implementation.

All of the above, depending on the complexity and specific functionalities of the migrating workflows.

Number of chat sessions handled by the bot versus live agents.

Rate of successful resolutions achieved through bot interactions alone.

Customer satisfaction ratings and feedback specifically gathered about the bot experience.

Average conversation length and time spent interacting with the bot.

Converting attachments to formats compatible with the new knowledge base system before the migration process.

Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

Testing access and download functionality for attached files within the new platform after the migration is complete.

All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

Verifying agent training on call scripts and adherence to regulatory requirements.

Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

Implementing recording and call monitoring functionalities for compliance audits and quality control.

All of the above, contributing to a compliant and responsible outbound calling operation.

Identifying new functionalities and features introduced during development.

Ensuring existing functionalities and integrations continue to function properly after updates.

Reducing manual testing efforts and streamlining the release process.

All of the above, offering comprehensive validation and optimizing release efficiency.

Implement custom dashboards with visualizations of overall case volume and agent performance.

Configure reports with filters to break down case resolution times by agent and case priority.

Develop custom fields and reports to categorize cases by product and track resolution times per category.

Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Set up the organization ' s default business hours and create an escalation

rule where the case matches the criteria associated with different business

hours.

Create an Apex trigger that checks the default business hours and the

business hours on an escalation.

Set up the organization ' s default business hours and set up another set of

business ho the second option