Reduced service rep backlog directly reflects operational efficiency and cost savings following a Service Cloud implementation. When automation, routing, and self-service capabilities reduce open case volume and agent handling time, the company can handle the same or greater workload with fewer resources—representing measurable cost savings.
Option A (CSAT) measures customer satisfaction, not cost efficiency.
Option B (license count) is a static expense metric and not a performance outcome of implementation.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.
Salesforce Help: “Measure ROI and Operational Cost Savings in Service Cloud.”
Salesforce Trailhead: “Measure Contact Center Efficiency with Backlog and Handle Time.”
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