Salesforce Exam Salesforce Contact Center Topic 4 Question 10 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 10
Topic #: 4

[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 Jolanda at May 29, 2024, 10:00 PM

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Robt

7 months ago

Reducing the average handle time seems like the most direct path to lowering costs. C) Average Handle Time is my pick.

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Hershel

6 months ago

Yes, focusing on improving the Average Handle Time is key to reducing the cost per case in the contact center.

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Brinda

6 months ago

I agree, reducing the average handle time will definitely help lower costs.

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Weldon

7 months ago

Ha, I bet the project sponsor is hoping for a magic bullet to slash costs. Good luck with that! But seriously, I'd say B) Average Resolution Time is the way to go.

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Marcelle

7 months ago

This is a tricky one, but I'm going to go with C) Average Handle Time. Anything we can do to streamline the process and reduce the time spent on each case is going to be crucial.

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Tashia

7 months ago

Definitely, the faster we can handle each case, the more efficient we'll be.

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Jade

7 months ago

I agree, C) Average Handle Time is key to reducing cost per case.

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Evan

7 months ago

Hmm, I'm not so sure. A) Average Cases per Agent might be the way to go. If agents can handle more cases, that could drive down the cost per case.

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Page

6 months ago

Agent 3: Yeah, improving the average cases per agent could lead to cost savings in the contact center.

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Ligia

6 months ago

Agent 2: I agree. If agents can handle more cases efficiently, it could definitely help in reducing costs.

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Odelia

7 months ago

Agent 1: I think focusing on A) Average Cases per Agent is a good idea. It could help reduce the cost per case.

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Giuseppe

7 months ago

But if we can handle cases faster, we can serve more customers with the same resources.

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Maricela

8 months ago

C) Average Handle Time seems like the obvious choice to me. If agents can handle cases more efficiently, that will lower the overall cost per case.

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Fernanda

7 months ago

C) Average Handle Time seems like the obvious choice to me. If agents can handle cases more efficiently, that will lower the overall cost per case.

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Melvin

7 months ago

C) Average Handle Time

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Solange

7 months ago

B) Average Resolution Time

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Leila

7 months ago

A) Average Cases per Agent

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Trina

8 months ago

I disagree, I believe Average Resolution Time is more important for cost reduction.

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Giuseppe

8 months ago

I think we should focus on Average Handle Time to reduce cost per case.

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Amber

8 months ago

I think B) Average Resolution Time is the best answer here. Reducing the time it takes to resolve cases should directly impact the cost per case.

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Irving

7 months ago

But what about improving efficiency with Average Handle Time?

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Irving

7 months ago

I agree, reducing resolution time can definitely help lower costs.

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Maryann

7 months ago

Definitely, faster resolution means lower costs for the contact center.

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Christiane

7 months ago

Definitely, quicker resolutions mean lower costs for the contact center.

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Jolene

7 months ago

I agree, B) Average Resolution Time is crucial for reducing cost per case.

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Dannie

7 months ago

I agree, B) Average Resolution Time is crucial for reducing cost per case.

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