What is primarily investigated using the Problem object?

The Problem object is specifically designed to help identify and analyze the root causes of incidents that disrupt service or affect the overall functioning of a contact center. When a problem is logged in Salesforce, it allows for tracking and documenting underlying issues that may lead to repeated incidents. This systematic investigation is crucial because it not only aids in resolving current issues but also helps prevent future incidents by addressing their root causes.

In contrast, investigating customer satisfaction levels does not directly involve the Problem object, as it pertains more to feedback and performance metrics rather than the causes of service disruptions. Exploring new product features is related to product development and enhancement, which falls outside the focus of incident management. Evaluating service agent performance is important as well but is conducted through performance metrics and analytics rather than through the Problem object, which is more concerned with operational issues and their resolution.