Salesforce Certified Experience Cloud Consultant — Question 101

Northern Trail Outfitters implemented a chatbot on its Experience Cloud site.

Which three KPIs could be used to help understand the chatbot’s impact on customer service? (Choose three.)

Answer options

• A. Number of lead records created
• B. Average Handle Time compared to Bot Session Time
• C. Case deflection
• D. CSAT (Customer Satisfaction score)
• E. Case Type by Issue

Correct answer: B, C, D

Explanation

The correct answers, B, C, and D, are relevant because they directly measure the efficiency and effectiveness of the chatbot in handling customer inquiries. Average Handle Time compared to Bot Session Time evaluates how the bot improves response times, case deflection shows how well the bot reduces the number of cases created, and CSAT measures customer satisfaction. Option A is unrelated to customer service impact, and option E does not provide direct insights into the chatbot's performance.