Exam Service-Cloud-Consultant Topic 4 Question 17 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 17
Topic #: 4
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

Suggested Answer: D Vote an answer

Explanation
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices

by Channing at Jul 27, 2026, 06:01 AM

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