Salesforce Exam Salesforce Contact Center Topic 1 Question 17 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 17
Topic #: 1

[All Salesforce Contact Center Questions]

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

AAverage Cases per Agent

BAverage Resolution Time

CAverage Handle Time

Show Suggested Answer

Suggested Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/

by Dolores at Sep 09, 2024, 02:09 AM

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Phillip

2 months ago

Hey, has anyone considered the possibility of hiring really fast-talking agents? Just sayin'.

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Wei

27 days ago

Yeah, I agree. It could help reduce the overall cost per case in the contact center.

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Kent

1 months ago

That's an interesting idea, but I think focusing on Average Handle Time might be more effective.

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Cathrine

1 months ago

C) Average Handle Time

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Vincenza

1 months ago

B) Average Resolution Time

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Dominque

2 months ago

A) Average Cases per Agent

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Ardella

2 months ago

I believe Average Handle Time is more directly related to cost per case, as it affects agent efficiency.

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Tiffiny

3 months ago

Hold up, what about A? If you can squeeze more cases per agent, that's gotta slash the cost per case. Efficiency, baby!

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Joni

2 months ago

I think focusing on average handle time could really help reduce cost per case.

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Gilma

2 months ago

Handle time is important too, it affects efficiency and cost per case.

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Apolonia

2 months ago

But what about resolution time? Wouldn't that impact cost as well?

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Dorsey

2 months ago

Yeah, I agree. More cases per agent means lower cost per case.

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Gianna

3 months ago

But what about Average Resolution Time? Wouldn't that also impact cost per case?

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Carmelina

3 months ago

I agree, reducing handle time can lead to cost savings.

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Dorothy

3 months ago

Hmm, I'd have to say B. Improving the average resolution time will help streamline the process and cut down on those repeat calls. Gotta think big picture here.

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