Câu 79: Salesforce Certified Service Cloud Consultant

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes. What is the likely reason for the KPI change?

1. A. Customers are spending additional time searching for answers.
2. B. Customers must spend additional time registering for the portal.
3. C. Self-service deflects easy cases, leaving more complex cases for agents. — đáp án hiện tại
4. D. Agents do not have access to the same Knowledge articles as customers.