Salesforce Exam Salesforce Contact Center Topic 3 Question 13 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 13
Topic #: 3

[All Salesforce Contact Center Questions]

The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.

A consultant has been asked to help Ursa Major Solar improve its customer

support operations through the implementation of Contact Center. The

company's main strategy is to enhance customer satisfaction and loyalty

while streamlining costs.

Which set of key performance indicators (KPIs) should the consultant

prioritize to measure the success of the Contact Center implementation?

AA Average response time, cost per call deflection rate, and employee
training time

BRevenue growth, number of repeat customers, net promoter score, and employment

CAverage handling time, number of calls answered, customer satisfaction sure and employer training time

Show Suggested Answer

Suggested Answer: C

For Ursa Major Solar, the KPIs to prioritize to measure the success of the Contact Center implementation, given their goals to enhance customer satisfaction and streamline costs, should be average handling time, number of calls answered, customer satisfaction score, and employee training time. These KPIs directly align with improving service efficiency and quality. Average handling time and number of calls answered focus on operational efficiency, customer satisfaction score measures the impact on customer loyalty and satisfaction, and employee training time helps in assessing the effectiveness and speed of preparing new agents, which impacts both costs and service quality.

by Shayne at Jul 11, 2024, 06:55 PM

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Cortney

3 months ago

Haha, 'employee training time' as a KPI? What is this, a test for the agents? I'd go with B) and leave the training time out of it.

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Billy

3 months ago

Hmm, I'm not sure about A). 'Cost per call deflection rate'? Sounds like they're trying to cut costs at the expense of customer service. Not cool.

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4 months ago

B) looks like the best option to me. Focusing on revenue growth, repeat customers, and net promoter score aligns well with the main strategy of enhancing customer satisfaction and loyalty.

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