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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Alaine

14 days ago

Average Handle Time all the way! Gotta keep those call times short and snappy, am I right?

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Lenora

17 days ago

Hmm, this is a tricky one. I'd have to go with C) Average Handle Time. Seems like the most logical choice to improve efficiency.

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Gladys

28 days ago

But wouldn't improving Average Resolution Time also contribute to reducing cost per case?

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Gerry

1 months ago

I agree, reducing the time it takes to handle each case can definitely help lower costs.

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Eun

1 months ago

I'm going with A) Average Cases per Agent. If agents can handle more cases per hour, that should bring down the cost per case.

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Rosalind

6 days ago

Agent 2: Definitely, increasing efficiency in handling cases will help lower overall costs in the contact center.

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Dallas

12 days ago

Agent 1: I agree, focusing on improving Average Cases per Agent is key to reducing cost per case.

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Dewitt

1 months ago

B) Average Resolution Time makes the most sense to me. Shortening the overall time to resolve a case would be the best way to reduce costs.

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Louis

2 days ago

User 1: I agree, focusing on Average Resolution Time is key to reducing costs.

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Tamesha

1 months ago

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

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Brittani

1 months ago

I think the answer is C) Average Handle Time. Reducing the average time an agent spends on each case would directly impact the cost per case.

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Armando

16 days ago

That's a good point, focusing on both average handle time and average cases per agent could be the best approach.

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Jeanice

19 days ago

But wouldn't improving the number of cases each agent can handle also contribute to reducing cost per case?

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Cora

22 days ago

I agree, reducing the time spent on each case would definitely help lower costs.

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