Exam Service-Cloud-Consultant Topic 3 Question 101 Discussion
Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 101
Topic #: 3
Question #: 101
Topic #: 3
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
What should the consultant explain about Average Speed of Anwer?
Suggested Answer: D Vote an answer
Explanation
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5
by Rodney at Apr 02, 2024, 07:54 AM
Contact Us
If you have any question please leave me your email address, we will reply and send email to you in 12 hours.
Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday
Support: Contact now
Comments
Upvoting a comment with a selected answer will also increase the vote count towards that answer by one. So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.
Report Comment
Commenting
You can sign-up / login (it's free).