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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 29 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 29
Topic #: 1
[All Certified Service Cloud Consultant Questions]

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

  • A. Create a report using the Case Age report type.
  • B. Create a report using the Case Historical Trending report type.
  • C. Create a report using the Case Snapshot report type.
  • D. Create a report using the Case Lifecycle report type.
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Suggested Answer: D 🗳️
by Kimfox at Oct. 13, 2024, 10:37 a.m.

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billythegoat
1 month, 2 weeks ago
The correct answer is: D. Create a report using the Case Lifecycle report type. Explanation: Case Lifecycle report type tracks how much time a case has spent in each status during its lifecycle. This provides the manager with clear visibility into where cases are getting delayed. Why the other options are incorrect: A. Create a report using the Case Age report type: This only shows the total age of a case, not the time spent in each status. B. Create a report using the Case Historical Trending report type: Historical Trending shows changes over time but doesn’t provide detailed insights into time spent in each status. C. Create a report using the Case Snapshot report type: Snapshots provide point-in-time data but do not track time spent in statuses throughout the lifecycle.
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Kimfox
3 months, 2 weeks ago
Answer is B: https://help.salesforce.com/s/articleView?id=sf.reports_historical_setup.htm&language=en_US&type=5
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