Salesforce Exam CRT-261 Topic 8 Question 61 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 61
Topic #: 8

[All CRT-261 Questions]

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

AAverage Handle Time

BReduced Call Volume

CTotal Open Cases

Show Suggested Answer

Suggested Answer: B

by Sabra at Aug 04, 2023, 10:56 AM

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Lili

10 days ago

Average Handle Time seems like the most relevant metric to measure the effectiveness of two-way mobile messaging. It should reduce the time needed to resolve customer issues.

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Viola

15 days ago

I think Total Open Cases is also important to consider, as it shows the overall workload of the support team.

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Barrie

19 days ago

I disagree, I believe Average Handle Time is a better metric to measure effectiveness.

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Mike

21 days ago

I think the metric should be Reduced Call Volume.

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