Given a Set of KPIs, Determine the Appropriate Case Management Solution. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A company has a KPI to reduce case resolution time. They notice that cases are often delayed because they are assigned to agents who are on leave or have conflicting priorities. The company wants to implement a solution that does not require manual intervention. Which solution should be recommended?

   • AIncrease the case priority for all cases.
   • BEnable email notifications for case assignment.
   • CImplement an assignment rule that routes cases based on agent availability and workload.
   • DCreate a manual reassignment process for managers to review and reassign cases.
   Reveal Solution Discussion Select an answer first
2. 2expert · hard

   A support organization has two KPIs: reduce case volume and increase customer satisfaction. They notice that many customers submit cases for simple questions that could be answered by a knowledge base. However, the knowledge base is outdated and customers do not use it. Which solution should be prioritized?

   • ACreate a case field for 'Knowledge Base Article Used' to track usage.
   • BIncrease the number of agents to handle the volume.
   • CUpdate the knowledge base and promote it through the self-service portal.
   • DDisable the self-service portal to force customers to contact support.
   Reveal Solution Discussion Select an answer first
4. 3expert · hard

   A company has a KPI to reduce case resolution time. They have a high volume of cases that require input from multiple departments. Currently, cases are manually transferred between departments, causing delays. The company also has a limited budget for new technology. Which solution should the consultant recommend?

   • APurchase a third-party case management tool that automates all cross-department workflows.
   • BCreate a case assignment rule that routes cases to a single 'case coordinator' role.
   • CImplement a case milestone and entitlement process to track and enforce response times.
   • DEnable case transfer with full context and automatic notification to the next department.
   Reveal Solution Discussion Select an answer first
5. 4expert · hard

   A company's KPI is to reduce average resolution time. They have a mix of simple and complex cases. Currently, all cases are assigned to a generalist team, which leads to delays on complex cases. The company wants to avoid hiring new staff. Which solution should be implemented?

   • ACreate a new case record type for complex cases.
   • BIncrease the priority of all complex cases.
   • CImplement skill-based routing to assign complex cases to specialized agents and simple cases to generalists.
   • DEnable case escalation after 24 hours for all cases.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A support team has a KPI to increase customer satisfaction. They notice that customers are frustrated because they cannot track the status of their cases. Which solution should be implemented?

   • ASend a weekly email summary of all cases.
   • BEnable a customer community portal where customers can view case status and updates.
   • CIncrease the frequency of internal status updates.
   • DCreate a new case status value for 'In Progress'.
   Reveal Solution Discussion Select an answer first