Salesforce Certified Service Cloud Consultant — Question 39

The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management? (Choose two.)

Answer options

• A. Number of Knowledge articles created each month.
• B. Number of cases closed by self-service users.
• C. Number of cases created using the Experience Cloud site by month.
• D. Average call handle time by team.

Correct answer: A, B

Explanation

The correct answers are A and B because they directly measure the impact of self-service initiatives by tracking the creation of Knowledge articles and the number of cases resolved by self-service users. Options C and D do not specifically reflect the effectiveness of self-service efforts, as C focuses on case creation rather than resolution, and D measures call handling efficiency unrelated to self-service success.