Deal of The Day! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions
Mail Us support@pass4success.com
Location US
Mob_nav_barsMENU

Salesforce Exam Strategy Designer Topic 2 Question 44 Discussion

Actual exam question for Salesforce's Strategy Designer exam
Question #: 44
Topic #: 2
[All Strategy Designer Questions]

A design team is working on the challenge: ''How might we provide tools to enable customers to resolve service issues by themselves rather than escalating to human representatives?"

Which bot metrics should the strategy designer suggest to assess the impact of their work?

Show Suggested Answer Hide Answer
Suggested Answer: A

The customer satisfaction rate is a critical metric for assessing the effectiveness of self-service tools in resolving issues. It measures users' satisfaction with their interactions and outcomes, providing insight into the bot's impact on improving the self-service experience and reducing the need for escalation.


by Magdalene at Mar 19, 2025, 05:15 PM

Limited Time Offer

25%

Off

Get Premium Strategy Designer Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel
Avery
2 months ago
Haha, I'm just hoping the bots are better at resolving issues than the current human reps. Those guys are really dropping the ball sometimes.
upvoted 0 times
Truman
24 days ago
B) Total conversations
upvoted 0 times
...
Sean
30 days ago
A) Customer satisfaction rate
upvoted 0 times
...
...
Kathryn
2 months ago
I believe human takeover rate is crucial to understand when customers need human assistance.
upvoted 0 times
...
Ashton
2 months ago
Total conversations could be a good indicator of how much the bots are being used. But I think a combination of all three metrics would give the best overall picture.
upvoted 0 times
Luisa
10 days ago
Total conversations could give insight into the overall usage and engagement with the bots.
upvoted 0 times
...
Cristal
11 days ago
Human takeover rate would also be crucial to see how often customers still need to escalate to human representatives despite the self-service tools.
upvoted 0 times
...
Dorethea
12 days ago
Customer satisfaction rate is definitely important to measure the effectiveness of the bots in resolving service issues.
upvoted 0 times
...
Lyda
13 days ago
I agree, looking at all three metrics together would provide a more comprehensive understanding of the impact of the bots.
upvoted 0 times
...
Rickie
14 days ago
C) Human takeover rate
upvoted 0 times
...
Cyril
15 days ago
B) Total conversations
upvoted 0 times
...
Alysa
16 days ago
A) Customer satisfaction rate
upvoted 0 times
...
Bobbie
17 days ago
Human takeover rate could also indicate how well the bots are able to handle complex issues before escalating to human representatives.
upvoted 0 times
...
Arlen
20 days ago
Customer satisfaction rate is definitely important to measure the effectiveness of the bots in resolving service issues.
upvoted 0 times
...
Silvana
1 months ago
I agree, looking at all three metrics together would provide a more comprehensive understanding of the impact of the bots.
upvoted 0 times
...
Dick
2 months ago
C) Human takeover rate
upvoted 0 times
...
Louis
2 months ago
B) Total conversations
upvoted 0 times
...
Teresita
2 months ago
A) Customer satisfaction rate
upvoted 0 times
...
...
Cordelia
2 months ago
I disagree. Customer satisfaction rate is the key metric here. The whole point is to improve the customer experience, so that should be the primary focus.
upvoted 0 times
...
Corinne
2 months ago
But shouldn't we also consider total conversations to see how many issues are being resolved?
upvoted 0 times
...
Beata
3 months ago
Option C seems like the most relevant metric to me. If the bots are doing their job well, the human takeover rate should decrease, right?
upvoted 0 times
Cheryll
1 months ago
C: Total conversations could also be a good metric to track the overall volume of interactions with the bots.
upvoted 0 times
...
Lera
2 months ago
B: I think customer satisfaction rate is important too, we want to make sure customers are happy with the service.
upvoted 0 times
...
Aleshia
2 months ago
A: I agree, if the bots are effective, then the human takeover rate should go down.
upvoted 0 times
...
...
Dino
3 months ago
I agree, if customers are satisfied, then the self-service tools are working.
upvoted 0 times
...
Emile
3 months ago
I think customer satisfaction rate is important.
upvoted 0 times
...

Save Cancel