Question

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs?

Answer 1

Answer:

Case resolution time

All open Cases by Channel

All Cases closed Month-to-date

Explanation:

Resolution time is the average time length required to solve a matter after opening by a support team. It is typically measured over days or normal working hours, so when the team is off, the clock will not change the time.

All open Cases by Channel indicates the amount of cases that are unsolved and through which complaint channel did they come through.