Câu 92: Salesforce Certified Service Cloud Consultant

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. KPIs show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI should help explain the disparity?

1. A. Track the average calls per day, average cases per agent, and average cases per case type.
2. B. Benchmark the average cases per agent versus the team average across each case channel.
3. C. Track net promoter scores as part of an automated survey after case closure for every case.
4. D. Measure the difference in CSAT of cases with and without articles attached. — đáp án hiện tại