A support team has a KPI to reduce case volume. They find that many customers submit cases for order status inquiries. Which solution would most directly reduce case volume?

Change the case status picklist to include 'Order Inquiry'.

Add more agents to handle order status cases.

Create a custom report on order status inquiries.

Create a self-service portal with order tracking.

A company wants to reduce case resolution time. Which solution is most directly aligned with this KPI?

Improving customer satisfaction surveys

Implementing case routing rules

A company wants to improve its first contact resolution (FCR) rate. They notice that agents often lack the information needed to resolve cases on the first call. Which solution should be implemented?

Enable case escalation after 24 hours.

Provide agents with a knowledge base and case history on the case page.

Reduce the number of case fields to simplify the form.

Increase the case priority for all incoming cases.

SalesforceCertified Agentforce Service Consultant

Domain 6Objective 3

Given a Set of KPIs, Determine the Appropriate Case Management Solution. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Part of the CASE MANAGEMENT domain, which accounts for 15% of the AGENTFORCE-SERVICE-CONSULTANT exam.

23questions here

5free pages

3concepts

15%of the exam

Questions 16–20

16application · medium
A support team has a KPI to reduce case volume. They find that many customers submit cases for order status inquiries. Which solution would most directly reduce case volume?
Select an answer first
17foundation · easy
A company wants to reduce case resolution time. Which solution is most directly aligned with this KPI?
Select an answer first
18application · easy
A support manager wants to measure the percentage of cases that are resolved without the customer needing to contact support again for the same issue. Which KPI should be tracked?
Select an answer first
19foundation · easy
A service manager wants to track how quickly cases are being resolved. Which KPI is most directly relevant to this goal?
Select an answer first
20application · medium
A company wants to improve its first contact resolution (FCR) rate. They notice that agents often lack the information needed to resolve cases on the first call. Which solution should be implemented?
Select an answer first

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Given a Set of KPIs, Determine the Appropriate Case Management Solution. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

A support team has a KPI to reduce case volume. They find that many customers submit cases for order status inquiries. Which solution would most directly reduce case volume?

A company wants to reduce case resolution time. Which solution is most directly aligned with this KPI?

A support manager wants to measure the percentage of cases that are resolved without the customer needing to contact support again for the same issue. Which KPI should be tracked?

A service manager wants to track how quickly cases are being resolved. Which KPI is most directly relevant to this goal?

A company wants to improve its first contact resolution (FCR) rate. They notice that agents often lack the information needed to resolve cases on the first call. Which solution should be implemented?

Keep studying — CASE MANAGEMENT