Salesforce Exam Salesforce Contact Center Topic 4 Question 26 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 26
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 Ammie at Jan 13, 2025, 11:03 AM

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