SERVICE-CLOUD-CONSULTANT practice question 15 of 25
[Industry Knowledge] As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several…
Choose your answer, then check it against the explanation.
[Industry Knowledge]
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?
Question 15 of 25
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