Salesforce Exam Salesforce-Contact-Center Topic 1 Question 17 Discussion

Actual exam question for Salesforce's Salesforce Contact Center Accredited Professional exam

Question #: 17
Topic #: 1

[All Salesforce Contact Center Accredited Professional 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 Dolores at Sep 09, 2024, 02:09 AM

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Dorothy

2 days ago

Hmm, I'd have to say B. Improving the average resolution time will help streamline the process and cut down on those repeat calls. Gotta think big picture here.

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Louisa

4 days ago

Option C is the way to go. Reducing the average handle time will directly impact the cost per case. Easy peasy!

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Reita

7 days ago

I think we should focus on Average Handle Time to reduce cost per case.

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