Question 196 - Certified Contact Center discussion

While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:

Ursa Major Solar (UMS) is implementing Email-to-Case in its ...

Salesforce notaro which it has used in the past 2 years as its Case

Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case

Classification and would like to prioritize the capturing the build as must-have

After verifying the license, how should a consultant include the Einstein

Case Classification capability in the same project?

Add two requirements to the backlog in the current release date

EmailMessage object to meet data requirements for Einstein formal Car

Cassium be up Einstein Case Classification.

Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel

Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification

The most appropriate approach for incorporating Einstein Case

Classification into the same project is to:

A) A Add two requirements to the backlog in the current release:

B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.

What should the company do to deflect cases?

Implement an internal knowledge base.

Implement a customer-facing knowledge base Implement a new channel in

SMS. Choose

While both implementing an internal knowledge base and implementing a customer-facing knowledge base can help deflect cases, the most impactful choice for Ursa Major Solar is:

Implementing a customer-facing knowledge base.

Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook

Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.

Which recommendation should a consultant make to the Salesforce ..