The setup is per use case. Compliance archival wants recurring full exports to an archival destination with retention policy. AI training wants filtered exports to a curated dataset. Analytics wants periodic exports to a data warehouse. Pick the use case, configure accordingly, monitor the pipeline.
- Decide the use case: compliance, AI training, or analytics
Each use case drives different filter, format, and destination choices. Skipping this step produces exports that serve no specific consumer well.
- Identify the destination
Salesforce Files for one-time exports and small volumes; external storage (S3, Azure, GCS) for recurring high-volume. Set up Named Credentials and IAM for external destinations.
- Configure the export filter
Date range, channel, agent group, customer segment. For AI training, add CSAT and resolution-status filters to curate the training set.
- Pick the format
CSV for human review, JSON for system-to-system feeds and AI training data preparation.
- Configure PII masking via the Trust Layer
For external destinations, mask PII before export. For internal-only analytics, decide based on compliance policy.
- Set the schedule
One-time for ad-hoc analytics, daily or weekly recurring for compliance and ongoing analytics.
- Monitor the export pipeline
Export job success rate, file size trends, downstream ingest success. Failures must be detected; pipeline silence is the most common compliance gap.
Compliance archival, AI training, analytics. Drives every other choice.
Salesforce Files or external (S3, Azure, GCS). Scale and retention drive the choice.
Date range, channel, agent, customer segment, CSAT, resolution status. Per-use-case curation.
CSV or JSON. CSV for human review; JSON for structured downstream consumption.
Einstein Trust Layer masking applied before export. Required for external destinations in regulated contexts.
- Salesforce Files is impractical for high-volume exports. Use external storage for any scenario beyond ad-hoc analytics.
- Voice transcripts depend on the speech-to-text engine. Audio quality issues produce transcript quality issues; do not blame the export for the transcription.
- External destinations need Named Credentials and IAM. Skipping the setup produces export failures with opaque error messages.
- PII masking is optional but often required for external destinations. Configure deliberately; default-off can produce compliance issues.
- Export pipeline failures are silent without monitoring. Build alerts on failed export jobs; manual monthly review catches issues weeks late.