Salesforce
CRT-261 · Question #86
CRT-261 Question #86: Real Exam Question with Answer & Explanation
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Question
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?
Options
- AMeasure cases with and without articles attached with high CSAT scores.
- BMeasure cases with and without articles attached with high net promoter scores (NPS),
- CMeasure cases with and without articles attached based on case status.
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