Service-Cloud-Consultant Exam Dumps | Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service

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Question 5/117

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

A. Self-service deflects easy cases, leaving more complex cases for agents.

B. Customers are spending additional time searching for answers.

C. Agents do not have access to the same Knowledge articles as customers.

D. Customers must spend additional time registering for the portal.

Correct Answer: A

This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices

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