Salesforce Exam CRT-261 Topic 18 Question 20 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 20
Topic #: 18

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

ACreate a bucket field on a report to calculate the percentage of escalated cases

BCreate a case report with a custom summary formula to calculate the percentage of escalated cases

CCreate a formula field on the case record to calculate percentage of escalated cases

DCreate a daily snapshot report of all cases and calculate percentage of escalated cases

Show Suggested Answer

Suggested Answer: B

by Claribel at May 07, 2022, 10:46 PM

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