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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 38 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 38
Topic #: 1
[All Certified Service Cloud Consultant Questions]

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? (Choose three.)

  • A. All open Cases by Priority
  • B. All open Cases by Channel
  • C. All Cases by Customer
  • D. Case resolution time
  • E. All Cases closed Month-to-date
Show Suggested Answer Hide Answer
Suggested Answer: ABD 🗳️
by rolayy at Dec. 13, 2022, 8:11 a.m.

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ForceTakeOn
Highly Voted 1 year, 9 months ago
Should this be A, B and D
upvoted 10 times
...
sud5792
Highly Voted 1 year, 8 months ago
Selected Answer: ABD
Should be A, B, D
upvoted 5 times
...
Random_1
Most Recent 1 year, 1 month ago
Selected Answer: BDE
I think BDE is correct. Support channels drive cost - phone channel is costlier than Chat # of closed cases is a good indicator on 'Cost of each closed case" time to resolution also links into cost
upvoted 2 times
...
Paul421
1 year, 2 months ago
i think it's a poor question - open cases don't teach you much. closed cases teach you more, but month-to-date is useless
upvoted 1 times
...
DavidHolland
1 year, 6 months ago
Selected Answer: ABD
Should be A, B, D
upvoted 2 times
...
eliezeraugust0
1 year, 7 months ago
Selected Answer: ABD
Should be A, B, D
upvoted 2 times
...

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C (25%)
B (20%)
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