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Exam Certified Service Cloud Consultant topic 1 question 114 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 114
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added.

When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.

What is the likely reason for the KPI change?

  • A. Customers are spending additional time searching for answers.
  • B. Customers must spend additional time registering for the portal.
  • C. Self-service deflects easy cases, leaving more complex cases for agents.
  • D. Agents do not have access to the same Knowledge articles as customers.
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Suggested Answer: C 🗳️
by [deleted] at March 31, 2025, 1:08 p.m.

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