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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?

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Suggested Answer: B

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

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Tiffiny
1 months ago
Haha, yeah, the messaging system might just end up being a black hole of customer queries. Might as well measure how many cases get lost in the void using Total Open Cases.
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Eugene
5 days ago
User 3: Average Handle Time would show how efficiently the support team is resolving issues.
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Clarence
8 days ago
User 2: Reduced Call Volume could also indicate the effectiveness of the messaging system.
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Johnetta
10 days ago
User 1: Yeah, Total Open Cases would show how many queries are still pending.
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Rashad
1 months ago
Hold up, what if the messaging system just creates more work for the support team? Reduced Call Volume could be a better indicator of success.
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Theron
13 days ago
True, Total Open Cases could also give a good overall picture of the effectiveness.
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Cristal
21 days ago
But what if the Average Handle Time also improves with the messaging system?
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Margart
25 days ago
Reduced Call Volume could be a better indicator of success.
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Vi
2 months ago
I agree, Average Handle Time is the way to go. Reduced Call Volume and Total Open Cases don't directly measure the impact of the new messaging system.
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Lili
2 months 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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Xochitl
1 months ago
Reduced Call Volume could also be a good indicator of success with two-way messaging.
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Nenita
1 months ago
I agree, Average Handle Time is a good metric to measure efficiency.
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Viola
2 months 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
2 months ago
I disagree, I believe Average Handle Time is a better metric to measure effectiveness.
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Mike
2 months ago
I think the metric should be Reduced Call Volume.
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