Salesforce Service-Con-201 Exam - Topic 1 Question 8 Discussion

Actual exam question for Salesforce's Service-Con-201 exam

Question #: 8
Topic #: 1

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

ASnapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

BOmni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

CDetailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Show Suggested Answer

Suggested Answer: A

Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.

by Germaine at Apr 03, 2026, 03:23 PM

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