Salesforce Certified Service Cloud Consultant — Question 82

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

Answer options

• A. Measure cases with and without articles attached based on case status.
• B. Measure cases with and without articles attached with high CSAT scores.
• C. Measure cases with and without articles attached with high net promoter scores (NPS).

Correct answer: A

Explanation

Option A is correct because analyzing cases based on the presence of articles and their status can reveal if the Knowledge management system is effectively utilized. Options B and C focus on customer satisfaction scores and net promoter scores, which may not directly address the root cause of the inconsistency in reported satisfaction.