Q: 9
[Industry Knowledge]
Universal Containers has implemented Service Cloud. The company needs key performance
indicators (KPIs) to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center
costs?
Options
Discussion
C imo. Resolution time ties directly to labor/operating costs, which is what execs care about for profit in support. Official study guides and exam samples point to it as a key KPI for cost analysis. Pretty sure, but open to other thoughts.
Seen this metric come up on official study guides, so C is the best pick here.
I don't think B shows costs at all, it's just about ticket urgency. C gives a real sense of how much time (and therefore money) is spent on support. Pretty sure C is the right KPI for execs here.
Guessing C is the one I'd use here since case resolution time directly relates to how much staff time (and therefore cost) is spent per case. The others are more about volume or workload, not actual cost drivers. Pretty sure, but open if someone disagrees.
C tbh, since executive management cares about cost per case and staffing, average case resolution time ties directly to resource utilization. The others show volume or priority, not actual operational cost drivers. Unless they're calculating costs differently, C is best.
C imo. Resolution time usually links to cost efficiency, so management would want to see that. Not totally sure though since support centers track a bunch of stuff. Is that right?
Always weird how Salesforce words these metrics. I picked A.
C, based on similar questions and what the official study guide highlights. Metrics like resolution time are always in the practice tests for tracking support center costs. If you're prepping, I'd check some of those exam practice KPIs and review trailhead modules on Service Cloud metrics just to be sure.
C seems right here. Execs care about operational costs, and resolution time directly reflects staffing expense. A looks tempting but doesn't tie to support effort as clearly. If anyone sees it differently let me know, but pretty sure it's C.
Its C for this one. Case Resolution Time ties directly to cost since resolving cases takes staff hours, which management tracks for profitability. Not totally confident but that’s the KPI they care about most for support centers.
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