121962 o3 Tata Consultancy Services Attachment 1.xlsx

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Minimal Requirements Bidder will indicate yes or no that bidder is able to meet Mandatory Minimum Requirements.

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Salesforce understands that the confidentiality, integrity, and availability of our customers’ information are vital to their business operations and Salesforce's own success. Salesforce uses a multi-layered approach to protect that key information, constantly monitoring and improving our application, systems, and processes to meet the growing demands and challenges of security.

Independent audits confirm that our security goes far beyond what most companies have been able to achieve on their own. Using the latest firewall protection, intrusion detection systems, and TLS encryption, Salesforce gives you the peace of mind only a world-class security infrastructure can provide.

Third-party Validation Security is a multidimensional business imperative that demands consideration at multiple levels, from security for applications to physical facilities and network security. In addition to the latest technologies, world-class security requires ongoing adherence to best-practice policies. To ensure this adherence, we continually seek relevant third-party certification, including ISO 27001, the SysTrust audit (the recognized standard for system security). SOC 1, SOC 2 and SOC 3 audits are performed by a third-party auditor annually at a minimum, while FedRAMP and DoD audits are conducted annually.

Protection at the Application Level Salesforce protects customer data by ensuring that only authorized users can access it. Administrators assign data security rules that determine which data users can access. Sharing models define organization-wide defaults and data access based on a role hierarchy. All Customer data is encrypted by default at the volume level and in transit. All access is governed by customer-defined authentication policies with strict requirements for multifactor authentication (MFA). All passwords are stored in SHA 256 one-way hash format. Applications are continually monitored for security violation attempts.

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For further information, visit https://aws.amazon.com/compliance/data-center/controls/.

Protection at the Network Level Multilevel security products from leading security vendors and proven security practices ensure network security. To prevent malicious attacks through unmonitored ports, external firewalls allow only http and https traffic on ports 80 and 443, along with ICMP traffic. Switches ensure that the network complies with the RFC 1918 standard, and address translation technologies to further enhance network security. IDS sensors protect all network segments. Internal software systems are protected by two-factor authentication, along with the extensive use of technology that controls points of entry. All networks are certified through third-party vulnerability assessment programs.

Trust.salesforce.com is the Salesforce community’s home for real-time information on system performance and security. On this site you'll find:

Up-to-the minute information on planned maintenance Phishing, malicious software, and social engineering threats Best security practices for your organization Information on how we safeguard your data

For more information on the technology that makes the Salesforce Platform fast, scalable, and secure for any type of application visit Platform Multitenant Architecture and Trust and Compliance Documentation.

TCS’ Customer Service operations has a rich and strong background in successfully running contact center operations from nearly 2 decades. Today, TCS has over 23,000+ dedicated FTEs providing 24x7x365 support to 150+ clients and managing 100Mn+ interactions annually in Customer Support functions for clients across North America, South America, UK, Europe, Australia, APAC, and India.

Our delivery model incudes a network of global delivery centers across Americas, LATAM, Europe, Asia Pacific which effectively covers all the global languages. 100% of our staff at our nearshore delivery locations (Mexico & Uruguay) and 5% - 10% of staff at onshore (US) locations are bilingual.

For the call center services in-scope, TCS proposes to deliver services from its Cincinnati, Ohio delivery center. We leverage a combination of native speakers, billingual (English & Spanish) to cater to English and Spanish language. To cater to multiple languages by English speaking agents, we leverae following options depending on the languages and volumes in the mix -

- Leading AI based real-time language translation solutions

- Language line services

See also V.C.3.E.v The IVR shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics. Describe in detail your Interactive voice response system. Include the total capabilities and any self-service options. The Genesys Customer Engagement – Self-Service solution represents the tools and technologies that support customers calling in for (agent-less) IVR-based self-service. Genesys Cloud offers voice and chat bot integrations for use in Architect interaction flows. Administrators can use any text-to-speech provider that is available in Architect flows for use with their installed bot integrations.

Provide 24/7 self-service and agent-assisted service. Administer IVR flows yourself with the drag-and-drop editor. Configure prompts, data dips, sub-menus, and transfers — all without downtime or the need for professional service. Genesys Cloud CX provides the multiple IVR routing functionality to improve the FCR. Bullseye routing and preferred agent routing are the methods used for call routings. Customization is feasible based on Business requirement either using the self service option or integrating the IVR with CRM database to generate the tickets or CTI screen PoP to improve the customer experience as well as agent productivity.

Standard reporting are natively available in Genesys Cloud CX platform and customization is feasible using the AppFoundry connector to fulfil the business requirement.

Quality management allows managers to record and evaluate agents and interactions to improve the contact center experience

We have large team of certified trainers specialized across the skills, domains, and functional areas.

Tata Consultancy Services (TCS) maintains a robust network of in-house trainers across delivery centers globally. Our pool includes:

b. Dedicated Training Facilities TCS has access to:

Trainers are allocated to a single account at any given point in time. Once the training delivery is satisfactorily completed as a part of the initial transition process and sign off from the client, some / all of the trainers can move on to another project based on the requirement. However, we will have a dedicated trainer for NDOL to manage the initial and ongoing associate trainings and for any adhoc training requirements that will arise due to unemployment policies & procedures resulting in changes to the current process and NDOL requirements.

2. Onboarding Approach for new call center staff Our onboarding strategy ensures that new hires are well-prepared, engaged, and productive from day one. The process is broken into five structured phases:

Phase 1: Pre-Onboarding

Phase 2: Induction and Orientation (Days 1–3)

Phase 3: Foundational Training (Days 4–10)

Phase 4: Process/Domain Training (Weeks 2–3)

Phase 5: Transition to Production – Nesting (Week 4–5)

3. Continuous Learning and Support

4. Quality Assurance & Feedback Loop

TCS’s deep training bench strength, scalable onboarding processes, and quality-driven learning framework ensure rapid, consistent, and compliant onboarding of new call center staff. TCS is equipped to train high volumes of resources efficiently without compromising service quality or speed to proficiency.

Salesforce includes a powerful suite of analytics and reporting tools to help you view and analyze your data that can be accessed via the web or mobile device in real-time. Analytic capabilities consist of several integrated parts:

Report Types A report type defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. Reports display only records that meet the criteria defined in the report type. Salesforce provides a set of predefined standard report types; administrators can create custom report types as well. For example, an administrator can create a report type that shows only job applications that have an associated resume; applications without resumes won't show up in reports using that type. An administrator can also show records that may have related records—for example, applications with or without resumes. In this case, all applications, whether or not they have resumes, are available to reports using that type.

Report Formats Salesforce reports can use the tabular, summary, matrix, or joined format:

Tabular reports are the simplest and fastest way to look at data. Similar to a spreadsheet, they consist simply of an ordered set of fields in columns, with each matching record listed in a row. Tabular reports are best for creating lists of records or a list with a single grand total. Examples include contact mailing lists and activity reports.

Summary reports are similar to tabular reports, but also allow users to group rows of data, view subtotals, and create charts. They can be used as the source report for dashboard components. This type of report can be used to show subtotals based on the value of a particular field or when a hierarchical list is desired, such as all Cases for your team, subtotaled by Status and Owner.

Matrix reports are similar to summary reports but allow users to group and summarize data by both rows and columns. This type of report can be used for comparing related totals, especially if there are large amounts of data to summarize and users need to compare values in several different fields, or users want to look at data by date and by type, person, or geography.

Joined reports let users create multiple report blocks that provide different views of the data. Each block acts like a “sub-report,” with its own fields, columns, sorting, and filtering. A joined report can even contain data from different report types. You can create up to five blocks in one Joined report. Joined reports are perfect for analyzing Salesforce data across multiple report types, like Opportunities with Products joined to Cases with Assets. Or, you can get multiple, simultaneous views of an object, like Closed Won Opportunities alongside Closed Lost Opportunities.

Reports A report returns a set of records that meets certain criteria, and displays it in organized rows and columns. Report data can be filtered, grouped, and displayed graphically as a chart. Reports are stored in folders, which control who has access. To help you monitor your organization, Salesforce offers a wide range of standard reports, accessible in the standard reports folders on the Reports tab. All our standard reports are "templates" so they can be used as report starting points from which users can alter fields, criteria, etc. and use the "Save As" function to easily capture a version more specific to their unique needs. Users can also create new custom reports to access exactly the information they need. Subtotal and limit data to help users analyze trends and get a concise picture of what is happening in your organization. Report Builder is intuitive and user friendly. There is no need for IT support or advanced scripting capabilities to run reports. View Salesforce's Tutorial on Creating Reports with the Report Builder in Trailhead: https://trailhead.salesforce.com/content/learn/modules/lex_implementation_reports_dashboards/lex_implementation_reports_dashboards_using_report_builder.

Dashboards A dashboard shows data from source reports as visual components, which can be charts, gauges, tables, metrics, or custom Visualforce pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20 components. Administrators control access to dashboards by storing them in folders with certain visibility settings. Dashboard folders can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can view its dashboards. To view a dashboard component, users need access to the folder for the underlying source report. Each dashboard has a running user, whose security settings determine which data to display in a dashboard. View Salesforce's Tutorial on Visualizing Your Data with the Dashboard Builder in Trailhead: https://trailhead.salesforce.com/modules/lex_implementation_reports_dashboards/units/lex_implementation_reports_dashboards_visualizing_data.

Folders A folder is a place where you can store reports, dashboards, documents, or email templates. Folders can be public, hidden, or shared, and can be set to read-only or read/write. You control who has access to its contents based on roles, permissions, public groups, and license types. You can make a folder available to your entire organization, or make it private so that only the owner has access.

Analytic Snapshots An analytic snapshot lets you report on historical data. Authorized users can save tabular or summary report results as snapshots on a schedule. Analytic snapshots let you work with report data similarly to how you work with other records in Salesforce. For example, a customer support manager could set up an analytic snapshot that reports on the open cases assigned to his or her team every day at 5:00 PM, and store that data in a custom object to build a history on open cases from which he or she could spot trends via reports. Then the customer support manager could report on point-in-time or trend data stored in the custom object and use the report as a source for a dashboard component.

Other important points about dashboards:

Dashboard components aren't simply nice-looking, static pictures. They’re live, actionable objects. You can click on a dashboard component to drill down to the underlying report that generated it, and click on any item in that report to drill down to the source data. So you can quickly understand the reasons behind the results.

Dashboards are full participants in Salesforce’s enterprise social collaboration platform. For example, a manager could post a dashboard snapshot to their Chatter feed to share it with their “followers”, or to a specific Chatter group, along with comments, so that they can find answers, congratulate team members, or issue calls to action. And both dashboards and Chatter are available on mobile devices, as well as PCs.

Salesforce Reports and Dashboards allows users to configure reports in the Report Builder and add to a new and/or existing dashboard with the click of one button. Dashboard settings for reports can be maintained from the chart settings of a report.

Information on how to manage notification preferences can be found at: https://help.salesforce.com/articleView?id=000349483&language=en_US&type=1&mode=1.

Connecting Salesforce to an existing enterprise application is a common and frequently performed task. Integration options range from native Web Services support (APIs, outbound workflow, etc.) to import/export utilities to middleware integration via packaged connectors to toolkits for Java, .NET, and other open platforms. Our solution provides the ability to call out to virtually all common APIs, to enable synchronization, push / pull, and mash-ups with external apps/systems. Salesforce itself is based on web-service based APIs that in turn simplify access to Salesforce data from external systems. API-based integration is heavily leveraged by our customers.

The APIs are provided with the Salesforce Platform to build integration interfaces with third party applications or by our integration partners to use in their connectors. Any 3rd party application that accesses your Salesforce instance via the APIs, will be subject to the same security protections that are used in your Salesforce user interface. Therefore, the third party application will need to use a "granted" user in order to access the Salesforce data. These are open APIs (based on industry-standards such as REST and SOAP) that you can use to integrate Salesforce endpoints with external endpoints such as apps or enterprise integration hubs. As an example, you have the Batch and Bulk APIs used in the Data integration patterns or the SOAP and REST APIs used for UI integration patterns.

Integration Options as various Layers of a Solution Salesforce lets you choose integration methods at different layers to optimally align with business requirements, security policies, and master data management guidelines. Specifically, your organization can choose how best to integrate across Security, User Interface, Business Logic and Data Integration layers.

Paths to Integration Success Salesforce provides paths to integration success—all based on our industry-leading Web services API—and an extensive integration partner ecosystem. Integration with Salesforce means faster, simpler, and less-risky integration that doesn’t break during upgrades and delivers a new level of access and agility to your existing IT investments.

Choose your integration middleware - Salesforce is designed to work with all major integration middleware solutions. For a list of certified integration solutions, check out the Integration category in the AppExchange marketplace (https://appexchange.salesforce.com/category/integration). Here you’ll find pre-built connectors and the services of numerous integration technology partners such as IBM CastIron, Informatica Software and Jitterbit.

Build it yourself - For building custom integrations plus maximum flexibility and choice, the Salesforce Platform supports all major development environments and tools, including .NET, Java, PHP, Ruby on Rails, and many more. Learn more from our wiki developer network at https://developer.salesforce.com/.

Find it on the AppExchange - For the easiest and fastest way to add pre-integrated functionality, check the AppExchange directory. You can integrate with 7,000+ components and applications with the click of a mouse. Learn more at https://appexchange.salesforce.com. Here you will find both free and pay-as-you-go licensed add-ons.

Connect the clouds - Harness the power of multiple clouds. Learn how to connect Salesforce with the data and content of the most popular cloud services, including Amazon Web Services, Facebook, Google AppEngine, and Twitter. For example, you can enrich your Salesforce Contacts' profiles by integrating with the likes of Facebook or Twitter to create a 360 degree single view of your customers.

For more information on integration capabilities, please visit: https://developer.salesforce.com/page/Integration.

Enable Third-Party Integration with Light DOM Lightning web components render in shadow DOM by default, providing strong encapsulation but posing challenges for global styling and many third-party integrations. With light DOM, your component markup is attached to the host element instead of its shadow tree. You can then access it like any other content in the document host.

Developer toolkits These toolkits provide the ultimate in integration flexibility and choice. The Salesforce Platform supports all major development environments and tools, including Java, .NET, PHP, and Ruby on Rails.

Flow Integrations Flow integrations (Mulesoft Composer) for Salesforce makes it easy to integrate data from any system with clicks and invoke processes in any flow. When you create a secure process to connect the information stored in different systems, you build a real-time, integrated view of your customers and business.

3.B. v v. CRM shall allow for data to be exported in multiple formats (such as, excel, word, PDF) Import/Export Utilities The Salesforce Platform includes the following import/export options for data:

Data Import Wizard - An in-browser wizard that imports data for many standard Salesforce objects, including accounts, contacts, leads, solutions, campaign members, and person accounts. You can also import data for custom objects.

Salesforce Data Loader - Data Loader is a free, client application for the bulk import or export of data. Use it to insert, update, delete or export Salesforce records.

Direct Export - Data can be exported directly into CSV (comma separated values) file, or Excel files with a button click. This can be done from either a standard or custom list view, or from a report. This is the most common method utilized by end users.

Salesforce API - Data can be exported to and from the system through our API at any time or via a number of built in features.

Partner Tools - There are also many pre-integrated partner tools, some of which you may already own that may be leveraged. Examples of these include but are not limited to MuleSoft, Informatica, Pervasive, CastIron, Boomi, etc.

We also offer a weekly export service (WES) or monthly export service for customers requiring a local backup copy of their data or a data set for import into other applications (such as an ERP system). Exported file links can be included to assist with data migrations and integrations, and provide more thorough backup and restore.

3.B. vi vi. CRM shall allow for customizable workflows that allow for NDOL management to easily assign out callbacks and address NDOL management level escalations Process Enactment and Workflow Management Workflow management and process enactments are core strengths and foundational services of the Salesforce Platform that enable customers to easily automate business processes and operate more efficiently using point-and-click. Processes can be simple tasks - such as creating an activity, emailing an alert, updating a data field, or posting a message to a chatter feed - or more complex – such as sending data to external or third party systems and applications via an integration message, creating new records and updating existing related records, launching other processes/flows, submitting records for approval, and more. You can also use groups, group memberships, topics, and topic assignments with workflow rules and Flow.

The Salesforce Platform comes with Flow, to build out workflows and processes, it also allows maintaining them as the demands of SCC grow. Salesforce Flow and approvals enable SCC to rapidly design and run any business process in the cloud without infrastructure, software, or code. Salesforce Flow’s simple and powerful design allows you to create your processes by using a convenient visual layout with point-and-click efficiency.

For every business rule or system event a customer needs to enact, one or more actions can be defined for execution when the specified conditions are met. These actions are created using point-and-click visual editors by a system administrator or business analyst and do not require complex procedural source code. Flows can collect data and perform actions in your Salesforce org or an external system. Salesforce Flow provides two types of flows: screen flows and auto launched flows. Screen flows are utilized when organizations want to collect data from people. For example, a guided tutorial or wizard with screens.

To launch a flow internally when a record changes or when a user clicks a button, SCC can use an auto launched flow. For example, if SCC wants to add automation to a page or application to perform an action to a record when a user clicks a button.

Flow Builder User Interface The Salesforce Flow interface can be described as follows:

● Button Bar(1): The button bar is where you can manage your flows as they are built. Elements can be selected and accessed. It also lets you select the version of your flow, type of flow i.e. Auto-Layout or Free-Form. You can activate, debug, and save your flow from the button bar.

● Canvas(2): SCC can build its flows on the canvas. As you add elements to the canvas and connect them, the diagram of the flow can be seen here.

● Toolbox(3): The toolbox allows SCC to utilize elements for their flows.

● In free-form, SCC can use the Elements tab to add new elements such as Screen and Create Records.

● In free-form and auto-layout, SCC can use the Manager tab to create variables, stages, choices, and other resources to use in your flow. Or view a list of all elements and resources that you added.

Building Blocks of Flows Flows are built using combinations of elements, connectors, and resources.

● Flow elements (1) represent actions that the flow can execute. Examples include reading or writing Salesforce data, displaying information to and collecting data from flow users, executing logic, or manipulating data.

● Flow connectors (2) define an available path that the flow can take at run time.

● Flow resources (3) represent a value that SCC can reference throughout the flow.

Approvals An approval process is an automated process SCC can use to approve records in Salesforce. An approval process specifies the steps necessary for a record to be approved and who must approve it at each step. A step can apply to all records included in the process or just records that meet certain administrator-defined criteria. An approval process also specifies the actions to take when a record is approved, rejected, recalled, or first submitted for approval. Approval processes can include email notification and support for email-based approval, including the ability for approvers to approve or reject directly from their mobile device.

You can create a process that another process can invoke. With invocable processes, you can reuse sections of your processes. Build one invocable process, call it from multiple processes or from multiple action groups in the same process. This ability to reuse can save you time.

See more information on creating workflow rules and actions at: https://help.salesforce.com/articleView?id=workflow_rules_new.htm&type=0&language=en_US and https://help.salesforce.com/articleView?id=workflow_select_action.htm&type=0&language=en_US&release=208.1.

Salesforce Platform Encryption (Additional Licensing Option) With Shield Platform Encryption, SCC can access encrypted data from most elements in flows, except when filtering or sorting records. You can update the value for an encrypted field or reference an encrypted field in logic, but you can’t look up records based on a specific value in an encrypted field.

Key Features of Salesforce Case Management:

• Centralized Tracking: Salesforce case management provides a single place to track all customer issues, ensuring no case gets overlooked.

• Case Assignment: Cases can be automatically routed to the appropriate support team or individual based on defined rules or queues.

• Escalation Rules: Critical issues can be escalated to higher-level agents or teams based on predefined criteria, such as case age or priority.

• Automation: Salesforce offers tools like macros and quick text to automate repetitive tasks and streamline case handling.

• Communication Tools: Agents can communicate with customers through various channels like email, phone, or customer portals, all within the case record.

• Knowledge Base Integration: Salesforce Service Cloud can integrate with a knowledge base to help agents quickly find solutions to common issues.

• Reporting and Analytics: Case management provides reporting and analytics capabilities to track key metrics, identify trends, and improve overall service performance.

• Entitlements Management: Service Cloud allows you to define and manage service level agreements (SLAs) to ensure timely responses and resolutions.

• Customization: Salesforce case management is highly customizable, allowing businesses to tailor it to their specific needs and workflows.

3.B. ix ix. The CRM shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics. Salesforce offers a comprehensive solution for workload management and prioritization through its built-in functionalities. Case queues are a fundamental feature that helps manage support personnel and workload by differentiating cases based on support levels. This ensures that cases are resolved swiftly, even if specific users are on vacation. Records can be placed in a queue manually or through an automatic case assignment rule and remain there until they are assigned to a user or taken by one of the queue members.

Queues can be set up for different support levels, such as Gold Service and Silver Service, or Level 1 and Level 2, to automatically prioritize cases. Service contract queues manage the distribution of service contracts, allowing queue members to review and handle them efficiently. Supervisors can adjust queue assignments and allocate agents where they are needed most using Omni Supervisor, without relying on an administrator. Additionally, conversation intelligence can detect key phrases in calls or messages, raising a flag on the Agents tab in Omni Supervisor to assist agents in resolving issues quickly.

3.C. ix. ix. Contractor CRM shall provide for NDOL staff to review, prioritize, and assign out callback requests to optimize resource allocation. Daily callbacks should be able to be assigned out by NDOL to several staff members within 15 minutes time. Salesforce offers a comprehensive solution for workload management and prioritization through its built-in functionalities. Case queues are a fundamental feature that helps manage support personnel and workload by differentiating cases based on support levels. This ensures that cases are resolved swiftly, even if specific users are on vacation. Records can be placed in a queue manually or through an automatic case assignment rule and remain there until they are assigned to a user or taken by one of the queue members.

Queues can be set up for different support levels, such as Gold Service and Silver Service, or Level 1 and Level 2, to automatically prioritize cases. Service contract queues manage the distribution of service contracts, allowing queue members to review and handle them efficiently. Supervisors can adjust queue assignments and allocate agents where they are needed most using Omni Supervisor, without relying on an administrator. Additionally, conversation intelligence can detect key phrases in calls or messages, raising a flag on the Agents tab in Omni Supervisor to assist agents in resolving issues quickly.

TCS leverages following practices including tools, processes, staffing flexibility to cover attrition and absenteeism and temporary spikes / demand fluctuations: