Salesforce Exam Strategy Designer Topic 2 Question 44 Discussion

Actual exam question for Salesforce's Strategy Designer exam

Question #: 44
Topic #: 2

A design team is working on the challenge: ''How might we provide tools to enable customers to resolve service issues by themselves rather than escalating to human representatives?"

Which bot metrics should the strategy designer suggest to assess the impact of their work?

ACustomer satisfaction rate

BTotal conversations

CHuman takeover rate

Show Suggested Answer

Suggested Answer: A

The customer satisfaction rate is a critical metric for assessing the effectiveness of self-service tools in resolving issues. It measures users' satisfaction with their interactions and outcomes, providing insight into the bot's impact on improving the self-service experience and reducing the need for escalation.

by Magdalene at Mar 19, 2025, 05:15 PM

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Avery

12 days ago

Haha, I'm just hoping the bots are better at resolving issues than the current human reps. Those guys are really dropping the ball sometimes.

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Kathryn

14 days ago

I believe human takeover rate is crucial to understand when customers need human assistance.

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Ashton

17 days ago

Total conversations could be a good indicator of how much the bots are being used. But I think a combination of all three metrics would give the best overall picture.

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Teresita

3 days ago

A) Customer satisfaction rate

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Cordelia

18 days ago

I disagree. Customer satisfaction rate is the key metric here. The whole point is to improve the customer experience, so that should be the primary focus.

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