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.
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]
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