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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 26 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 26
Topic #: 1
[All Certified Service Cloud Consultant Questions]

The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management? (Choose two.)

  • A. Number of Knowledge articles created each month.
  • B. Number of cases closed by self-service users.
  • C. Number of cases created using the Experience Cloud site by month.
  • D. Average call handle time by team.
Show Suggested Answer Hide Answer
Suggested Answer: AB 🗳️
by ssp17 at Aug. 3, 2023, 12:07 p.m.

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taniadey17
Highly Voted 1 year, 1 month ago
it should be B,C. Option A is relevant for tracking knowledge base content generation but does not directly measure the success of self-service initiatives in terms of case resolution or customer satisfaction. Option D is important for monitoring the efficiency of call handling but is not directly related to measuring the success of self-service initiatives.
upvoted 6 times
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ssp17
Highly Voted 1 year, 3 months ago
Selected Answer: AB
Shouldn't it be AB? How will report in option C help if cases can also come from phone and email.
upvoted 5 times
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Rando123
Most Recent 10 months, 1 week ago
BC is right because number of articles is for the knowledge base metrics and D if anything the average call handling time will increase due to more complex cases coming through with customers being able to close the less complex ones by themselves
upvoted 5 times
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Bolumighty
1 year, 1 month ago
Selected Answer: BD
The keyword is 'to demonstrate the success of recent self-service initiatives. Answer should be BD
upvoted 2 times
...

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C (25%)
B (20%)
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