Determine the Attributes Required to Measure Effective KPIs AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A service organization has a business goal to increase customer retention. Which KPI is most directly aligned with this goal?

   • APercentage of work orders completed within SLA
   • BAverage response time
   • CNumber of work orders completed per day
   • DCustomer satisfaction score
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   What is the purpose of using benchmarks when measuring KPIs?

   • ATo make KPIs easier to calculate
   • BTo replace the need for data collection
   • CTo ensure KPIs are aligned with business goals
   • DTo compare performance against a standard or target
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   In the context of work order management, what is a Key Performance Indicator (KPI)?

   • AA report that lists all work orders completed in a given period
   • BA qualitative description of the desired outcome of a work order process
   • CA metric used to evaluate the success of a particular activity in meeting its objectives
   • DA target value assigned to a specific work order for completion time
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   What does it mean for a KPI to be 'actionable'?

   • AIt is approved by senior management
   • BIt can be calculated automatically by the system
   • CIt is based on real-time data
   • DIt provides insights that can lead to specific improvements
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   A company wants to track 'average travel time' for technicians. Which data fields are necessary to calculate this KPI?

   • ACustomer address and technician home address
   • BWork order start time and end time
   • CTechnician location at dispatch and arrival time at the customer site
   • DWork order priority and SLA due date
   Reveal Solution Discussion Select an answer first