Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ286

Interaction Channels

Cloud Kicks (CK) delivers support through Web-to-Case. As part of a service-improvement initiative, it added a self-service portal in Experience Cloud and a public Knowledge base.

While reviewing service KPIs, CK management identified a 10% increase in case resolution time and is considering reversing the changes.

What is the most likely cause of the KPI change?

  • A Customers are spending additional time searching for answers.
  • B Customers must spend additional time registering for the portal.
  • C Self-service deflects easy cases, leaving more complex cases for agents.
  • D Agents do not have access to the same Knowledge articles as customers.
Explanation

Self-service and public Knowledge deflect straightforward cases that customers can resolve independently. Cases that still reach agents are therefore more likely to be complex, which raises the average time required for agent case resolution.

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