CRT-261 Question 23

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose BC1

  Option A is a metric of effort, of creating articles, but it does not mean success. Option D is not either, because the average may even go up because the questions are more difficult, since the simpler problems are solved by Self-Service. Option C makes sense because if more cases are registered by Experience Cloud, fewer calls are received, and the telephone channel is a more expensive channel.

• Chose AB1

  AB is it

• 5

  BC is right because number of articles is for the knowledge base metrics and D if anything the average call handling time will increase due to more complex cases coming through with customers being able to close the less complex ones by themselves