Which option within CRM Analytics should a consultant leverage?

A company realizes it has a lot of rich information around its cases, but unfortunately, most of this is unstructured/textual data. The company is exploring how to include some of this information in its case prioritization.

Which option within CRM Analytics should a consultant leverage?
A . Bucket transformation in Recipes
B . Cluster transformation in Recipes
C . Detect Sentiment transformation in Recipes

View Answer

Answer: C

Explanation:

For a company with a wealth of unstructured textual data in their cases, the "Detect Sentiment" transformation within CRM Analytics Recipes is a crucial tool. This transformation analyzes the sentiment of the text data―whether it’s positive, neutral, or negative―and this insight can be highly valuable in case prioritization processes.

Here’s why this transformation is useful:

Insight into Customer Sentiments: By detecting sentiment, the company can prioritize cases based on the urgency and emotional tone expressed in the text, which might indicate customer dissatisfaction or urgency.

Automation and Efficiency: Automatically categorizing cases based on sentiment can streamline workflows and ensure that critical cases are handled promptly.

Enhanced Customer Service: Responding to negative sentiments swiftly can improve customer satisfaction and potentially mitigate issues before they escalate.