Salesforce Certified Service Cloud Consultant — Question 79

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics. CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Answer?

Answer options

• A. It is the typical experience of a caller.
• B. It captures the same information as First Call Resolution.
• C. It includes blocked and abandoned calls.
• D. It is skewed by calls that are quickly answered.

Correct answer: D

Explanation

Option D is correct because Average Speed of Answer can be affected by the presence of calls that are answered very quickly, which can distort the overall average. Option A is incorrect as it does not provide a clear understanding of what Average Speed of Answer measures. Option B is wrong because First Call Resolution focuses on whether the issue was resolved on the first contact, not speed. Option C is inaccurate since Average Speed of Answer typically does not include blocked or abandoned calls in its calculation.