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Question 60 - Certified Experience Cloud Consultant discussion

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Northern Trail Qutfitters implemented a chatbot on its Experience site.

Which three KPIs could be used to help understand the chatbot's impact on customer service?

Choose 3 answers

A.
Number of lead records created
Answers
A.
Number of lead records created
B.
CSAT (Customer Satisfaction score)
Answers
B.
CSAT (Customer Satisfaction score)
C.
Case deflection
Answers
C.
Case deflection
D.
Average Handle Time compared to Bot Session Time
Answers
D.
Average Handle Time compared to Bot Session Time
E.
Case Type by Issue
Answers
E.
Case Type by Issue
Suggested answer: B, C, D
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asked 23/09/2024
Thijs van Ham
36 questions
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