Salesforce Certified Service Cloud Consultant — Question 7

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? (Choose three.)

Answer options

• A. All open Cases by Priority
• B. All open Cases by Channel
• C. All Cases by Customer
• D. Case resolution time
• E. All Cases closed Month-to-date

Correct answer: A, B, D

Explanation

The correct answers, A, B, and D, provide insights into the costs associated with managing customer cases by prioritizing them, analyzing communication channels, and measuring how quickly cases are resolved. Option C, 'All Cases by Customer', does not directly relate to costs, and Option E, 'All Cases closed Month-to-date', focuses on completed cases rather than ongoing costs, making them less relevant in this context.