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

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that willassist in strategic decision-making.Which type of report should the consultant include to meet the requirement?
A) Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
B) Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
C) Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

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

Actual exam question for Salesforce's Service-Con-201 exam
Question #: 8
Topic #: 1
[All Service-Con-201 Questions]

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?

Show Suggested Answer Hide 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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Brett
1 month ago
Option C gives detailed insights, but might be too granular for executives.
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Pedro
2 months ago
I prefer option B. It focuses on efficiency, which is key.
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Levi
2 months ago
I think option A is best. High-level overview is crucial.
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Reena
2 months ago
Wait, are we sure A) is the best choice? Seems too basic.
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Trinidad
2 months ago
Really? I didn't think snapshot reports were that helpful.
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Mayra
2 months ago
C) Detailed CTI analytics are essential for agent performance insights.
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Desirae
4 months ago
I think B) is more useful for strategic decisions.
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Anglea
4 months ago
A) Snapshot reporting gives a great overview!
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Wenona
5 months ago
I feel like A is the safest bet, but I wonder if B could provide more actionable insights for strategic decisions.
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Minna
5 months ago
I practiced a question similar to this, and I think detailed reports like C are more for operational teams rather than executives.
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Mariann
5 months ago
I'm not entirely sure, but I think B could also be useful since it focuses on efficiency, which is crucial for decision-making.
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Scarlet
5 months ago
I remember we discussed the importance of high-level overviews for executives, so A might be the best choice.
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