Determine the Attributes Required to Measure Effective KPIs AGENTFORCE-FIELD-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–24

1. 21expert · hard

   A field service organization is implementing a new KPI dashboard. They want to include a KPI that is 'actionable' for both dispatchers and technicians. Which KPI would be most actionable for both roles?

   • AAverage resolution time
   • BCustomer satisfaction score
   • CPercentage of work orders completed within SLA
   • DAverage response time
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   Which criterion is most important when selecting a KPI for work order management?

   • AEase of calculation
   • BAlignment with business goals
   • CHistorical availability of data
   • DPopularity in the industry
   Reveal Solution Discussion Select an answer first
4. 23expert · hard

   A service organization wants to measure 'average cost per work order' but has data on labor hours, parts cost, and travel cost for only 80% of work orders. The missing 20% are mostly complex jobs with higher costs. What is the best way to handle this data gap?

   • AUse a statistical method to impute the missing costs based on similar work orders.
   • BImprove data collection processes to ensure all work orders have cost data before calculating the KPI.
   • CExclude the work orders with missing data from the analysis.
   • DCalculate the average using only the available 80% of data.
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   Which data source is typically used to track the 'first-time fix rate' KPI?

   • AWork order records with completion status and visit history
   • BTechnician timesheets
   • CInventory management logs
   • DCustomer satisfaction survey responses
   Reveal Solution Discussion Select an answer first