A contact center manager wants to measure improvements to capacity planning operations after the implementation...

Vendor: Salesforce
Product: Service-Cloud-Consultant
Update on: Jul 29, 2025
Questions: 197

Salesforce Service-Cloud-Consultant Question Answer

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

Number of closed cases

Agent utilization

Deflection rate

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