Service-Cloud-Consultant Exam Dumps | A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs)

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Question 48

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Question 48/117

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A. All open Cases by Priority

B. All open cases by Channel

C. All Cases closed Month-to-date

D. Case resolution time

E. All Cases by Customer

Correct Answer: C,D,E

All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview

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