to executive management?

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.

Which two reports should the contact center manager present

to executive management? Choose 2 answers
A . Number of cases closed by self-service users.
B . Average call handle time by team.
C . Number of Knowledge articles created each month.
D . Number of cases created using Communities by month.

View Answer

Answer: A, D

Explanation:

These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction.

Verified Reference:

[Salesforce Help: Self-Service Metrics] and [Salesforce Help: Community Reports]