Salesforce Exam Salesforce Contact Center Topic 3 Question 9 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 9
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 Eve at May 19, 2024, 03:06 PM

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Gail

5 months ago

I'm going with option B. Revenue growth and net promoter score are the real indicators of success, and those are what the client cares about most.

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Son

4 months ago

Absolutely, focusing on revenue growth and customer loyalty will show the true success of the Contact Center implementation.

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Annamae

5 months ago

I agree, those are the metrics that really matter to the client.

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Simona

5 months ago

Option B is definitely the way to go. Revenue growth and net promoter score are key.

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Dorothy

5 months ago

Option B is the way to go. Who cares about cost per call or employee training time? The client wants to improve customer satisfaction, and that's what these metrics will tell you.

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Dottie

5 months ago

Haha, I bet the consultant is just hoping the client doesn't ask them to measure 'employee gumption' or 'customer delight factor'. Option A seems the most practical to me.

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Dino

4 months ago

Yeah, measuring average response time and cost per call deflection rate is crucial for success.

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Matthew

4 months ago

I agree, option A seems like the most practical choice.

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Bambi

4 months ago

Yeah, average response time and cost per call deflection rate are key metrics to track.

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Wilda

5 months ago

I agree, option A seems like the most relevant KPIs to measure success.

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Rebbecca

6 months ago

Option C looks good to me. Focusing on average handling time, number of calls answered, and customer satisfaction will give a clear picture of the contact center's performance.

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Keneth

5 months ago

Customer satisfaction is key, so it's good that it's included in the KPIs.

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Mee

5 months ago

I agree, those KPIs will definitely show how well the Contact Center is performing.

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Jennifer

6 months ago

I think option B is the best choice. Revenue growth, number of repeat customers, and net promoter score are all great metrics to measure customer satisfaction and loyalty.

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