Salesforce Exam CRT-261 Topic 17 Question 89 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 89
Topic #: 17

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

ABuild a report on Products with Activities grouped by owner.

BCreate a Custom Report type with Activities as the primary object.

CCustomize the My Team's Calls This Week standard report.

Show Suggested Answer

Suggested Answer: B

For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.

by Patti at Sep 18, 2024, 08:58 AM

Limited Time Offer

25%

Off

Get Premium CRT-261 Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Freeman

1 months ago

Option B all the way! Gotta love that custom report power. Now if only I could figure out how to put glitter on the graphs...

upvoted 0 times

Herminia

3 days ago

User 1: Option B sounds like the way to go. Custom report types are so powerful.

upvoted 0 times

...

Laquita

1 months ago

Option A seems like overkill. Why build a whole new report on Products when the managers just need the call details for their specific groups?

upvoted 0 times

...

Lauran

1 months ago

I don't know, Option C seems like the easiest route. The standard 'My Team's Calls This Week' report is probably a good starting point.

upvoted 0 times

Ligia

2 days ago

True, that could provide a more comprehensive view. Let's go with option A then.

upvoted 0 times

...

An

4 days ago

I see your point, but building a report on Products with Activities grouped by owner might give us more detailed insights.

upvoted 0 times

...

Nieves

15 days ago

But wouldn't it be better to create a custom report type with Activities as the primary object? That way we can customize it further.

upvoted 0 times

...

Ettie

22 days ago

Option C is definitely the way to go. It's already set up for team call volume.

upvoted 0 times

...

Salina

1 months ago

I see both points, but I think option C) could also be considered as it offers a standard report that may meet the managers' needs.

upvoted 0 times

...

Daren

1 months ago

Option B makes the most sense to me. Focusing the report on Activities as the primary object would give the managers the call volume, case, and contact data they need.

upvoted 0 times

Darell

19 days ago

That sounds like a good idea. It would make it easier for each group's manager to track their agents' daily call volume.

upvoted 0 times

...

Odette

29 days ago

I agree, creating a Custom Report type with Activities as the primary object would provide the most relevant information for the managers.

upvoted 0 times

...

Alaine

1 months ago

Option B makes the most sense to me. Focusing the report on Activities as the primary object would give the managers the call volume, case, and contact data they need.

upvoted 0 times

...

Gladys

2 months ago

I disagree, I believe option A) is more suitable as it groups activities by owner, which can provide a clearer view of each agent's performance.

upvoted 0 times

...

Stephane

2 months ago

I think option B) is the best choice because it allows us to focus on Activities as the primary object.

upvoted 0 times

...