Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ129

Contact Center Analytics

Cloud Kicks recently introduced two-way mobile messaging to improve the support team's efficiency. The company uses key performance indicators (KPIs) to assess the implementation's success.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

  • A First Interaction Close Rate
  • B Total Open Cases
  • C Reduced Call Volume
Explanation

Reduced call volume measures whether two-way mobile messaging is successfully serving customers through a mobile channel instead of requiring telephone support, directly indicating the channel’s effectiveness and potential support-team efficiency gain.

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