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Salesforce Exam CRT-261 Topic 12 Question 77 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 77
Topic #: 12
[All CRT-261 Questions]

Universal Containers has a well-defined support process for cases which includes the following statuses:

* New

* Assigned

* In Progress

* Waiting On Customer

* Closed

The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.

Which report type should the consultant consider when collecting data for the support manager?

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Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.


by Rutha at May 29, 2024, 02:48 PM

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Gracia
12 days ago
I believe Cases with Milestones report could also be useful to track progress.
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Hermila
16 days ago
I agree with Arleen. Case Lifecycle report will show the duration of cases in each status.
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Arleen
26 days ago
I think the consultant should consider Case Lifecycle report.
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