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"Automatically direct cases with combined intelligent routing and full customer history", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A019", 0.0, null, null], ["F2-031-S027", "F2-031", "The system automatically reviews human and AI agent interactions against defined quality standards", "automation", "Automatically review 100% of human and AI agent interactions against defined quality standards", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A027", 0.0, null, null], ["F2-031-S028", "F2-031", "The system automatically surfaces coaching opportunities from reviewed interactions", "automation", "surface coaching opportunities", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A028", 0.0, null, null], ["F2-031-S030", "F2-031", "The system automatically captures customer sentiment and feedback as interactions happen", "automation", "capturing sentiment and feedback as it happens", "https://www.salesforce.com/service/contact-center/", "05.txt", "2aaeba8b1bbe2d003a934996326c667f4585f7294c1859615b421d0e28138345", "extract-a", "both", "confirmed", "F2-031-A030", 0.0, null, null], ["F2-031-S032", "F2-031", "The system automatically triggers workflows such as scheduling appointments and managing orders on behalf of a customer", "automation", "independently triggers complex workflows like scheduling appointments and managing orders", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A032", 0.0, null, null], ["F2-031-S033", "F2-031", "The system automatically escalates a case that requires expert assistance to the service team with complete customer context", "automation", "When a case requires expert assistance, the agent seamlessly escalates the issue, passing complete customer context to your service team", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A033", 0.0, null, null], ["F2-031-S035", "F2-031", "The system automatically offers real-time support and rebooks a customer when a disruption such as a canceled flight happens", "automation", "When disruptions happen, like a canceled flight, Casey automatically offers real-time support and takes immediate action to rebook", "https://www.salesforce.com/service/customer-self-service/", "07.txt", "8d41c85ee2f8608016aaf740ad948e074fdb241045756fe6ea37a8c580018a3b", "extract-a", "both", "confirmed", "F2-031-A035", 0.0, null, 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