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Question 119 - Certified Contact Center discussion

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The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A.
Number of features or functionalities implemented within the system.
Answers
A.
Number of features or functionalities implemented within the system.
B.
User satisfaction surveys and agent feedback on the new system.
Answers
B.
User satisfaction surveys and agent feedback on the new system.
C.
System availability and uptime per customer expectations and service level agreements (SLAs).
Answers
C.
System availability and uptime per customer expectations and service level agreements (SLAs).
D.
Resource utilization and infrastructure costs associated with running the Contact Center.
Answers
D.
Resource utilization and infrastructure costs associated with running the Contact Center.
Suggested answer: C

Explanation:

In the post-release phase, monitoring system availability and uptime is crucial for evaluating the effectiveness of a Contact Center. This metric directly impacts user experience and operational continuity, aligning with customer expectations and contractual service level agreements (SLAs). Therefore, 'C. System availability and uptime per customer expectations and service level agreements (SLAs)' is the most relevant metric for assessing the performance of the Contact Center post-release.

Reference: Salesforce Service Level Agreements

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asked 23/09/2024
Nick Wells
43 questions
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