Salesforce Exam CRT-261 Topic 8 Question 61 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 61
Topic #: 8

[All CRT-261 Questions]

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?

AAverage Handle Time

BReduced Call Volume

CTotal Open Cases

Show Suggested Answer

Suggested Answer: B

by Sabra at Aug 04, 2023, 10:56 AM

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Tiffiny

1 months ago

Haha, yeah, the messaging system might just end up being a black hole of customer queries. Might as well measure how many cases get lost in the void using Total Open Cases.

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Eugene

14 days ago

User 3: Average Handle Time would show how efficiently the support team is resolving issues.

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Clarence

17 days ago

User 2: Reduced Call Volume could also indicate the effectiveness of the messaging system.

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Johnetta

19 days ago

User 1: Yeah, Total Open Cases would show how many queries are still pending.

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Rashad

2 months ago

Hold up, what if the messaging system just creates more work for the support team? Reduced Call Volume could be a better indicator of success.

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Theron

22 days ago

True, Total Open Cases could also give a good overall picture of the effectiveness.

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Cristal

30 days ago

But what if the Average Handle Time also improves with the messaging system?

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Margart

1 months ago

Reduced Call Volume could be a better indicator of success.

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Vi

2 months ago

I agree, Average Handle Time is the way to go. Reduced Call Volume and Total Open Cases don't directly measure the impact of the new messaging system.

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Lili

2 months ago

Average Handle Time seems like the most relevant metric to measure the effectiveness of two-way mobile messaging. It should reduce the time needed to resolve customer issues.

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