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.

Salesforce Data Loader for bulk data imports and mapping.

Data Quality Rules within Salesforce highlighting inconsistencies and missing information.

Data Migration Assistant (DMA) tool for analyzing data format and compatibility.

Custom Apex code scripts developed to assess and clean legacy data for migration.

Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

Assign Read All data access to all voice agents

Update the organization-wide sharing setting for use Presence to Public Read City

A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.

Merge fields within bot conversation scripts linking to specific object fields containing customer information.

Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

All of the above, depending on the level of personalization and data sources required.

File attachments within Salesforce case records.

External cloud storage with Salesforce integration.

Salesforce Content Management System (CMS) for document and asset management.

Salesforce Platform Events or Queues for real-time data streaming and storage.

Case Assignment Rules using predefined criteria to direct 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 urgency.

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.

Utilize Omni-Channel Routing to unify case routing and agent availability across channels.

Configure a Knowledge Base with searchable articles andFAQs for self-service options.

Implement the Customer Community for forum discussions and support ticket submission.

Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

Field History Tracking

Reports & Dashboards

Einstein Discovery

Process Builder