Given a Set of KPIs, Determine the Appropriate Case Management Solution. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   A support team wants to reduce the number of repetitive cases that require manual handling. Which solution is most appropriate for this KPI?

   • ACustomer satisfaction surveys
   • BAutomation
   • CKnowledge base enhancements
   • DCase routing
   Reveal Solution Discussion Select an answer first
2. 7expert · hard

   A support organization has two KPIs: reduce case volume and maintain high customer satisfaction. They notice that many customers submit cases for simple questions, but the self-service portal is not user-friendly. The company has a limited budget and cannot afford a major portal redesign. Which solution should be prioritized?

   • ACreate a case field for 'Portal Used' to track usage.
   • BIncrease the number of agents to handle the volume.
   • CDisable the self-service portal to force customers to contact support.
   • DImprove the search functionality and add popular articles to the portal homepage.
   Reveal Solution Discussion Select an answer first
4. 8application · medium

   A service organization tracks case volume and resolution time. They notice that a large percentage of incoming cases are repetitive questions about password resets. The leadership wants to reduce the average resolution time without adding more agents. Which solution should the consultant recommend?

   • ACreate a new case record type for password reset requests.
   • BEnable case escalation rules to route password reset cases to senior agents.
   • CIncrease the number of support agents to handle the volume.
   • DImplement a knowledge base with suggested articles and self-service portal.
   Reveal Solution Discussion Select an answer first
5. 9application · medium

   A support organization has a KPI to reduce average handle time. They notice that agents spend a lot of time searching for answers in multiple systems. Which solution should be implemented?

   • AIntegrate a unified knowledge base accessible directly from the case page.
   • BEnable case auto-response emails.
   • CIncrease the number of agents to handle more cases.
   • DCreate a custom report on handle time by agent.
   Reveal Solution Discussion Select an answer first
6. 10application · easy

   A support manager wants to measure how quickly cases are resolved after an agent starts working on them. Which KPI should be used?

   • ACustomer satisfaction score
   • BAverage handle time
   • CCase volume
   • DFirst contact resolution rate
   Reveal Solution Discussion Select an answer first