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Question 138 - Certified Contact Center discussion

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Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

A.
Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
Answers
A.
Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
B.
Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
Answers
B.
Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
C.
Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
Answers
C.
Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
D.
All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
Answers
D.
All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
Suggested answer: D

Explanation:

Ensuring seamless continuity for ongoing chat conversations during platform integration involves several critical steps. Importing historical chat transcripts maintains historical context. Configuring the new platform for automatic migration of open sessions prevents disruption during the transition. Testing data migration with sample chats verifies the integrity and accuracy of transferred data. Thus, 'D. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions' ensures a thorough and effective migration process for the new chat platform.

Reference: Salesforce Chat Integration and Migration

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asked 23/09/2024
Fadi Iraqi
37 questions
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