Salesforce-Contact-Center Exam Results

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.

Manually reviewing and adjusting internal links and formatting within each article before migration.

Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

Implement custom Apex code for routing and case management.

Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

Utilize a third-party call center solution integrated with Salesforce.

Increase agent resources without considering automation or process optimization.

Utilize custom fields to capture all types of customer information without access restrictions.

Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

Implement third-party data encryption solutions for additional security layers.

Store all customer data in one field without any segregation or access control mechanisms.

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