A service organization has a KPI to reduce average resolution time. They notice that cases often wait in a queue because the assigned agent is on a different shift. Which solution would best address this?

Implement a round-robin assignment rule that routes cases to agents currently online.

Increase the case priority for all cases.

Enable email notifications for case assignment.

Create a dashboard to monitor queue length.

SalesforceCertified Agentforce Service Consultant

Domain 6Objective 3

Given a Set of KPIs, Determine the Appropriate Case Management Solution. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

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 21–23

21foundation · easy
Which KPI is most commonly used to measure the quality of the customer experience after a case is closed?
Select an answer first
22application · medium
A service organization has a KPI to reduce average resolution time. They notice that cases often wait in a queue because the assigned agent is on a different shift. Which solution would best address this?
Select an answer first
23expert · medium
A service manager wants to measure the effectiveness of a new self-service portal. Which KPI would best indicate that the portal is reducing the need for customers to contact support?
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 5)

Questions 21–23

Which KPI is most commonly used to measure the quality of the customer experience after a case is closed?

A service organization has a KPI to reduce average resolution time. They notice that cases often wait in a queue because the assigned agent is on a different shift. Which solution would best address this?

A service manager wants to measure the effectiveness of a new self-service portal. Which KPI would best indicate that the portal is reducing the need for customers to contact support?

Keep studying — CASE MANAGEMENT