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Exam Certified Service Cloud Consultant topic 1 question 128 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 128
Topic #: 1
[All Certified Service Cloud Consultant Questions]

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. KPIs show a decrease; however, many customers have provided testimonials about great support experiences.

Which KPI should help explain the disparity?

  • A. Track the average calls per day, average cases per agent, and average cases per case type.
  • B. Benchmark the average cases per agent versus the team average across each case channel.
  • C. Track net promoter scores as part of an automated survey after case closure for every case.
  • D. Measure the difference in CSAT of cases with and without articles attached.
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Suggested Answer: D 🗳️
by [deleted] at March 31, 2025, 1:19 p.m.

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