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Use conditional visibility on the Embedded Messaging component to show

one for the users and one for guest users to alter the routing destination

Pass in the User ID field as a hidden pre-chat field and check the vice of

that le Channel flow to determine the routing destination

Create a Page Variation for each page where the chat is offerest one for

authenticated one for guest users to alter the routing destination

Case Assignment Rules defining criteria for routing cases to specific queues or agents.

Process Builder sequences triggering automated case creation and assignment based on data triggers.

Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

All of the above, working together for dynamic case assignment and escalation based on context and priority.

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.

Develop custom code for each integration, creating independent data silos and complex maintenance needs.

Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.

Implement point-to-point integrations with each system, requiring ongoing customization and management.

Avoid integrations altogether and maintain separate data environments for different functionalities.

Track the number of cases deflected by self-service compared to the total case volume.

Monitor customer satisfaction surveys completed after using self-service options.

Analyze average resolution times for cases initiated through self-service versus traditional channels.

All of the above, providing a comprehensive view of self-service effectiveness and user experience.

Custom Apex code defining escalation logic and actions.

Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.

Both (b) and (c), offering flexible options for automated case escalation based on rules.

Big bang deployment with all features rolled out simultaneously.

Phased approach with incremental releases and controlled rollouts.

Pilot deployment with a limited user group for initial testing and feedback.

Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

Apex code development for custom integrations with specific external systems and data retrieval.

Flow Builder with pre-built connectors and actions for integration with various external data sources.

Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.

All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

Create and assign a new Presence Configuration. Create and apply a new

Routing Configuration.

Create and assign a new Presence Status

Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.

Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.

Manually reviewing and verifying the language and character consistency of customer data before migration.

All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.