Given a Set of KPIs, Determine the Appropriate Case Management Solution. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   A business goal is to increase customer satisfaction with case handling. Which solution should be selected?

   • AA solution that reduces case resolution time
   • BA solution that increases case volume
   • CA solution that improves the quality of responses
   • DA solution that reduces the number of agents
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   A company's KPI is to reduce case resolution time. Which solution selection criterion is most important when choosing a case management solution?

   • AThe solution improves customer satisfaction scores
   • BThe solution reduces the cost of case handling
   • CThe solution increases the number of cases handled
   • DThe solution directly reduces the time to resolve cases
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A company's KPI is to increase customer satisfaction (CSAT) for support interactions. They notice that customers often have to repeat information when a case is transferred between departments. Which solution should be prioritized?

   • ACreate a new case status for 'transferred'.
   • BIncrease the number of agents in each department.
   • CSend a post-case survey to all customers.
   • DImplement case transfer with full context and history.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A company's KPI is to reduce case resolution time for technical issues. They notice that many technical cases require input from a specialized engineer who is not always available. Which solution should be implemented?

   • ACreate a custom report on technical case volume.
   • BIncrease the priority of all technical cases.
   • CEnable email alerts for all technical cases.
   • DCreate a skill-based routing rule to assign technical cases to engineers with the required skills.
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   A company's KPI is to reduce first response time. Currently, cases are manually assigned by a dispatcher. The team wants to improve efficiency. Which solution should be implemented?

   • AImplement case assignment rules to automatically route cases to available agents.
   • BCreate a custom report to track first response time.
   • CEnable email-to-case to automatically create cases.
   • DIncrease the number of dispatchers.
   Reveal Solution Discussion Select an answer first