In the Industry Knowledge domain, Salesforce defines customer retention rate as the percentage of customers retained over a given period, excluding newly acquired customers. The formula requires:
Thus, the correct variables are customers at the start, customers at the end, and new customers acquired during the period.
Option B and C include incorrect parameters—“old customers who returned” and “customers lost”—which are not used directly in retention rate formulas.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Industry Knowledge Domain (metrics such as retention, churn, and customer satisfaction).
Chosen Answer:
This is a voting comment (?). You can switch to a simple comment. It is better to Upvote an existing comment if you don't have anything to add.
Submit