Salesforce Exam Salesforce Contact Center Topic 4 Question 26 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 26
Topic #: 4

[All Salesforce Contact Center Questions]

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

ATrack average call handle time and first-contact resolution rate.

BImplement customer satisfaction surveys after interactions and analyze sentiment analysis.

CMonitor agent performance against resolution time and escalation benchmarks.

DAll of the above, combined for a comprehensive view of customer satisfaction.

Show Suggested Answer

Suggested Answer: C

by Ammie at Jan 13, 2025, 11:03 AM

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18 days ago

I'd go with D, but I hope the CEO doesn't micromanage the data. 'Measure everything that moves' isn't always the best approach, you know?

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20 days ago

Quentin

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21 days ago

I think tracking average call handle time and first-contact resolution rate is also important to ensure efficiency in addressing customer issues.

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22 days ago

I agree. I believe implementing customer satisfaction surveys and analyzing sentiment analysis would provide valuable insights.

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24 days ago

I think measuring customer satisfaction is crucial for the success of the Contact Center program.

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