RFI Questions Salesforce Contract Support procurement.pdf

FIMA Questions for Request for Information Salesforce Contract Support procurement (2022)

• How would you help/drive Salesforce adoption across the enterprise, both at the user and leadership level?

• Using the Agile Framework, how would you prioritize competing Contact Center needs and requirements?

• How would you use architectural solutions that would provide the benefit of a single view of the customer without overly constraining the configuration choices of each call center and help desk?

• NFIP has been designated one of FEMA’s High Impact Service Provider. Without a

Salesforce FedRAMP-ed chatbot solution, how would you leverage task automation and AI to deal with the increasing need of better and faster customer service across multiple channels while continuing to use Salesforce GovCloud as a solution for multiple contact centers?

• The NFIP has a unique need to make information available about the program and its products to a variety of stakeholders including insurance agents, adjusters, lenders, community mangers, policyholders, state and local officials. What FEdRAMP-ed solutions would you use to facilitate omnichannel outreach while still leveraging Salesforce Government Cloud?

• How would you use design/configuration or business process decisions to control

Salesforce costs, while optimizing the platform?

• Do you have any experience integrating with third party applications?

• What business strategy would you deploy in effectively operating current Salesforce platform(s) while expanding to other programs or Offices?

• What ability do you have in migrating legacy data into salesforce?

• Do you have any experience in programmatic customization of salesforce?

• What experience do you have using advanced salesforce AI and analytics capabilities? How will FEMA benefit from those capabilities?

• Have you worked with different types of services cloud implementations?

• What are the technical and business roles needed for a successful salesforce implementation?

• Do you have experience with Salesforce Gov Cloud and Gov implementations? How will FEMA benefit from that experience?

• What solutions can you provide to protect personally identifiable information in email or other electronic transmissions to external parties?

• What experience do you have interfacing with webforms on *.gov webpages?