Salesforce Exam Salesforce Contact Center Topic 4 Question 26 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 26
Topic #: 4

[All Salesforce Contact Center Questions]

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

ATrack average call handle time and first-contact resolution rate.

BImplement customer satisfaction surveys after interactions and analyze sentiment analysis.

CMonitor agent performance against resolution time and escalation benchmarks.

DAll of the above, combined for a comprehensive view of customer satisfaction.

Show Suggested Answer

Suggested Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/

by Ammie at Jan 13, 2025, 11:03 AM

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Caitlin

2 months ago

I'd go with D, but I hope the CEO doesn't micromanage the data. 'Measure everything that moves' isn't always the best approach, you know?

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Charlette

22 days ago

True, it's important to find a balance between measuring key metrics and not getting lost in the data.

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Ellsworth

1 months ago

Tracking everything can be overwhelming and might not always give the full picture.

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Dalene

2 months ago

Yeah, but I see your point about not wanting to micromanage the data.

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Iraida

2 months ago

I agree, D seems like the most comprehensive approach.

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Kizzy

2 months ago

Quentin

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Melynda

2 months ago

I think tracking average call handle time and first-contact resolution rate is also important to ensure efficiency in addressing customer issues.

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Cheryl

2 months ago

I agree. I believe implementing customer satisfaction surveys and analyzing sentiment analysis would provide valuable insights.

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Sanjuana

2 months ago

I think measuring customer satisfaction is crucial for the success of the Contact Center program.

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