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Which statement best describes first contact resolution measurements?
Suggested Answer: D
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11 comments · newest first
AR
Arlette
12 months ago
Not sure about that, seems like there's more to it than just percentages.
WA
Wade
1 year ago
I always thought first contact resolution meant resolving issues on the first try.
SH
Shalon
1 year ago
Wait, isn't it more about the time taken?
JA
Janey
1 year ago
Totally agree, option D is the right one!
DE
Destiny
1 year ago
I think it's definitely about the percentage of incidents resolved.
BR
Brandee
1 year ago
I feel like I've seen something about first contact resolution being a metric for efficiency, so maybe it's option C? But I could be wrong.
AD
Adrianna
1 year ago
I'm a bit confused. I thought first contact resolution was more about the time taken, but now I'm leaning towards the percentage of incidents resolved.
LE
Lettie
1 year ago
I think first contact resolution is about how many issues are solved right away, but I'm not sure if it's the percentage or the average time.
GO
Goldie
1 year ago
I remember practicing a question similar to this, and I think option D sounds right because it mentions initial contact.
AL
Allene
1 year ago
Hmm, this one seems tricky. I'll need to carefully read through the options and think about which setting would control API access.
TR
Truman
1 year ago
Okay, I've got this. The key is to restrict the picklist values to the ones mentioned, while also making it easy to maintain. Option A with the Global Picklist Value Set is definitely the way to go. That way, I can update the values in one place and have it reflected across all the picklists.