Service-Cloud-Consultant Exam Dumps | As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its

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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 17

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Question 17/117

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. Key performance indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

A. Measure cases with and without articles attached with high net promoter scores (NPS).

B. Measure cases with and without articles attached with high CSAT scores.

C. Measure cases with and without articles attached based on case status.

Correct Answer: B

The disparity in CK's reported customer satisfaction and positive testimonials may stem from how support interactions are enhanced by Knowledge management. Measuring cases with and without Knowledge articles, focusing on Customer Satisfaction (CSAT) scores, provides insight into the direct impact of Knowledge on customer experiences. High CSAT scores in cases where articles are used indicate Knowledge's positive role, explaining the testimonials. Conversely, lower CSAT scores in cases without articles could contribute to the overall decrease in KPIs, highlighting areas for improvement in Knowledge usage or accessibility.

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