SalesForce CRT-261 Service Cloud Consultant 10 31Oct2024 - Practice Quiz

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Question 1 of 30

A customer service team is evaluating the effectiveness of their knowledge base articles in reducing case resolution time. They have data showing that prior to implementing the knowledge base, the average case resolution time was 120 minutes. After the implementation, they observed that the average resolution time dropped to 90 minutes. If the team handled 200 cases in the month before the knowledge base was implemented and 250 cases in the month after, what is the percentage decrease in average case resolution time as a result of the knowledge base implementation?

0.25

0.2

0.15

0.3

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