As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledgemanagement for its...

Salesforce Service-Cloud-Consultant Question Answer

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?

Measure cases with and without articles attached with high CSAT scores.

Measure cases with and without articles attached with high net promoter scores (NPS),

Measure cases with and without articles attached based on case status.

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