Salesforce Exam Salesforce Contact Center Topic 1 Question 1 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 1
Topic #: 1

[All Salesforce Contact Center Questions]

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

AAverage Cases per Agent

BAverage Resolution Time

CAverage Handle Time

Show Suggested Answer

Suggested Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/

by Verona at Apr 22, 2024, 03:00 PM

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Edmond

6 months ago

If I had a penny for every time I saw this question on an exam, I'd be a wealthy woman! Average Handle Time is the answer, no doubt about it.

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Chantay

5 months ago

Good to know, thanks for the tip!

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Santos

5 months ago

Absolutely, it's a common question but important to remember!

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Cornell

5 months ago

I agree, Average Handle Time is definitely the metric to focus on to reduce cost per case.

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Herman

6 months ago

Exactly, reducing Handle Time might directly impact Resolution Time too. Less cost per case.

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Curtis

6 months ago

Ah, the age-old battle of Average Cases per Agent vs. Average Resolution Time vs. Average Handle Time. I'm going with C) Average Handle Time - can't go wrong with the classics!

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Catalina

6 months ago

The question is pretty straightforward. Average Handle Time is clearly the standard metric that will have the biggest impact on reducing cost per case. Easy choice here.

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Judy

6 months ago

C) Average Handle Time

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Melynda

6 months ago

B) Average Resolution Time

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Felton

6 months ago

A) Average Cases per Agent

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Mariann

6 months ago

I see your points. Shorter Handle Time could lead to quicker resolution anyway, right?

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Reuben

6 months ago

True, but Average Cases per Agent might be more about overall efficiency. Getting more done with the same staff.

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Paris

6 months ago

I'm torn between Average Resolution Time and Average Handle Time. Both seem like they could impact cost per case, but I'd lean towards Average Handle Time as the more direct metric.

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Farrah

6 months ago

Average Handle Time is definitely the way to go. Reducing that metric will have a direct impact on the cost per case. I'm confident this is the correct answer.

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Felix

5 months ago

Yes, focusing on improving Average Handle Time is key to reducing costs in the contact center.

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Antonio

5 months ago

I agree, reducing Average Handle Time will definitely help lower the cost per case.

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Oneida

6 months ago

It makes sense to prioritize Average Handle Time to achieve the goal of reducing cost per case.

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Audry

6 months ago

Absolutely, focusing on that metric is key to improving efficiency and reducing expenses.

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Nadine

6 months ago

Absolutely, focusing on that metric will definitely help streamline operations and save money.

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Barbra

6 months ago

I agree, reducing Average Handle Time is key to lowering cost per case.

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Vallie

6 months ago

I agree, reducing Average Handle Time will definitely help lower the cost per case.

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Cordelia

7 months ago

But isn't Average Resolution Time also critical? Faster resolutions mean fewer repeated contacts.

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Herman

7 months ago

I think Average Handle Time could be the key. If agents handle each case faster, costs drop.

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Mariann

7 months ago

Wow, this question is tricky. Which metric would really help to reduce cost per case?

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Rodrigo

8 months ago

Agreed, reducing the average handle time will definitely help in lowering the cost per case.

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Lajuana

8 months ago

I think we should focus on Average Handle Time.

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