Which metric should define a successful transformation outcome?

Cloud Kicks has identified the following challenge statement regarding an opportunity for customer service transformation: How might we improve our automated online chat experience to be a preferred channel for our customers to seek information and self-service toots?

Which metric should define a successful transformation outcome?
A . Increased goal completion rate
B . Increased human takeover rate
C . Decreased length of support calls

View Answer

Answer: A

Explanation:

The metric that should define a successful transformation outcome is increased goal completion rate. This metric measures how often customers are able to complete their intended tasks or goals through the automated online chat experience, such as finding information or self-service tools. It indicates the effectiveness and satisfaction of the chat experience.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/measure-the-success-of-the-initiative