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Free Salesforce-Contact-Center Exam Braindumps (page: 16)

Page 15 of 52
PDF with 207 Questions

The company aims to track the impact of Salesforce Contact Center on revenue generation.
Which KPI should be considered?

  1. Number of Closed Won Deals
  2. Contact Center Conversion Rate
  3. Customer Retention Rate
  4. Customer Lifetime Value (CLTV)

Answer(s): B

Explanation:

To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company's bottom line by converting inquiries into transactions.


Reference:

https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm



The company desires to monitor its adherence to service level agreements (SLAs).
Which KPI is crucial for this purpose?

  1. Case Backlog Volume
  2. Average Time to Answer (ATA)
  3. SLA Adherence Rate
  4. Number of Overdue Cases

Answer(s): C

Explanation:

The SLA Adherence Rate is crucial for monitoring adherence to service level agreements (SLAs). This KPI measures the percentage of cases or inquiries resolved within the timeframes stipulated in the SLAs, providing a direct indicator of the contact center's compliance with agreed service standards. High SLA adherence rates indicate effective management and operational efficiency, essential for maintaining customer satisfaction and trust.


Reference:

https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm



The company prioritizes identifying trends and patterns in customer behavior.
Which KPI is most valuable for this analysis?

  1. Contact Reason Categorization
  2. Peak Volume Hours
  3. Customer Journey Mapping
  4. Case Resolution Trends

Answer(s): C

Explanation:

Customer Journey Mapping is the most valuable KPI for identifying trends and patterns in customer behavior. This approach involves tracking the different stages a customer goes through in interacting with the organization, from initial contact through various touchpoints to resolution or purchase. Mapping the customer journey provides comprehensive insights into customer preferences, behaviors, and pain points, which helps in understanding how to enhance the customer experience effectively.


Reference:

https://help.salesforce.com/articleView?id=sf.mc_overview_journey_builder.htm



The customer wants to automatically route cases based on language skills and expertise.
Which feature facilitates this?

  1. Routing Rules
  2. Skill-Based Routing
  3. Entitlements
  4. Omni-Channel Presence

Answer(s): B

Explanation:

Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.


Reference:

https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm






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