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Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant Question # 72 Topic 8 Discussion

Service-Cloud-Consultant Exam Topic 8 Question 72 Discussion:
Question #: 72
Topic #: 8

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?
A.

Number of closed cases

B.

Agent utilization

C.

Deflection rate

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Actual exam question for Salesforce Service-Cloud-Consultant exam by Arlo5960 at May 1, 2026, 5:41:46 PM

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