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Question 135 - Certified Contact Center discussion

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Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

A.
Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
Answers
A.
Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
B.
Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
Answers
B.
Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
C.
Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
Answers
C.
Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
D.
All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
Answers
D.
All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
Suggested answer: D

Explanation:

In upgrading to a new Contact Center analytics platform, maintaining continuity and user familiarity is critical. Mapping existing reports and dashboards with similar layouts helps ease the transition. Providing comprehensive training on new features ensures users can fully leverage the new platform. Importing historical data allows for ongoing trend analysis and comparative insights. Thus, 'D. All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system' encapsulates the comprehensive approach needed to ensure a seamless changeover.

Reference: Salesforce Data and Analytics Migration Best Practices

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asked 23/09/2024
Andrej Mišura
31 questions
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