Salesforce Certified Service Cloud Consultant — Question 92

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Answer options

• A. First Interaction Close Rate
• B. Total Open Cases
• C. Reduced Call Volume

Correct answer: C

Explanation

The correct metric to evaluate the success of two-way mobile messaging is 'Reduced Call Volume' because it indicates that customers are getting their issues resolved through messaging rather than voice calls. 'First Interaction Close Rate' and 'Total Open Cases' do not directly reflect the impact of mobile messaging on support efficiency.