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SDI SD0-401 Exam - Topic 1 Question 29 Discussion

Which statement best describes first contact resolution measurements?
D) First contact resolution is the percentage of Incidents resolved upon initial contact.
A) First contact resolution is the average time required by first level support to resolve a problem.
B) First contact resolution is the average time required to resolve a problem upon initial contact.
C) First contact resolution is the percentage of Incidents resolved by first level support.

SDI SD0-401 Exam - Topic 1 Question 29 Discussion

Actual exam question for SDI's SD0-401 exam
Question #: 29
Topic #: 1
[All SD0-401 Questions]

Which statement best describes first contact resolution measurements?

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Suggested Answer: D

by Kenneth at May 05, 2022, 11:26 PM

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Arlette
10 months ago
Not sure about that, seems like there's more to it than just percentages.
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Wade
10 months ago
I always thought first contact resolution meant resolving issues on the first try.
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Shalon
11 months ago
Wait, isn't it more about the time taken?
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Janey
11 months ago
Totally agree, option D is the right one!
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Destiny
11 months ago
I think it's definitely about the percentage of incidents resolved.
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Brandee
11 months 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.
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Adrianna
11 months 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.
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Lettie
11 months 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.
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Goldie
11 months ago
I remember practicing a question similar to this, and I think option D sounds right because it mentions initial contact.
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Allene
11 months ago
Hmm, this one seems tricky. I'll need to carefully read through the options and think about which setting would control API access.
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Truman
12 months 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.
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