ExamGecko
Search Search Login
Home Home / Salesforce / Certified Contact Center
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org. Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Question 52 - Certified Contact Center discussion

Report
Export

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

A.
Track the number of cases deflected by self-service compared to the total case volume.
Answers
A.
Track the number of cases deflected by self-service compared to the total case volume.
B.
Monitor customer satisfaction surveys completed after using self-service options.
Answers
B.
Monitor customer satisfaction surveys completed after using self-service options.
C.
Analyze average resolution times for cases initiated through self-service versus traditional channels.
Answers
C.
Analyze average resolution times for cases initiated through self-service versus traditional channels.
D.
All of the above, providing a comprehensive view of self-service effectiveness and user experience.
Answers
D.
All of the above, providing a comprehensive view of self-service effectiveness and user experience.
Suggested answer: D

Explanation:

Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction.

Show Answer
asked 23/09/2024
Fthcx Fgghn
33 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms