Salesforce Exam Service Cloud Consultant Topic 3 Question 102 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 102
Topic #: 3

[All Service Cloud Consultant Questions]

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 Patria at Sep 17, 2024, 10:03 AM

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Hayley

26 days ago

Haha, I bet the managers are just hoping for a report that actually works, am I right?

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Sherita

7 days ago

A) Build a report on Products with Activities grouped by owner.

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Mitsue

1 months ago

I was leaning towards Option B, but Amie and Jimmie make a good point. Customizing an existing report is likely the best way to get the job done quickly.

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Jimmie

1 months ago

I agree with Amie. Customizing an existing report is usually the fastest and easiest solution, especially for common reporting requirements like this.

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Hyman

3 days ago

C) Customize the My Team's Calls This Week standard report.

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Zack

15 days ago

B) Create a Custom Report type with Activities as the primary object.

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Dierdre

23 days ago

A) Build a report on Products with Activities grouped by owner.

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Amie

1 months ago

Option C seems like the way to go. The 'My Team's Calls This Week' report is already set up for what the managers need, so customizing that would be the most efficient approach.

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Kate

24 days ago

Definitely, using the standard report as a base will make it easier for the managers to get the information they need.

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Kara

27 days ago

That makes sense, it's always best to work with what's already available.

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Candra

28 days ago

I agree, it would save time and effort to just customize the existing report.

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Reita

29 days ago

Option C seems like the way to go. The 'My Team's Calls This Week' report is already set up for what the managers need, so customizing that would be the most efficient approach.

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Shanice

1 months ago

I prefer option A) Build a report on Products with Activities grouped by owner. It might provide a clearer overview of each product line's call volume.

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Ashlyn

1 months ago

I agree with Omer. Customizing the report type will allow for more specific and detailed information to be included.

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Omer

2 months ago

I think option B) Create a Custom Report type with Activities as the primary object would be the best choice.

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