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Salesforce Service-Con-201 Exam - Topic 6 Question 16 Discussion

Universal Containers (UC) is launching an implementation of Service Cloud. The project is missing the requirement for a suitable analytics solution to allow executives and service managers to view the current and trending key performance indicators (KPIs).Which recommendation should the Service Cloud Consultant make to help with this requirement?
C) Use Preconfigured Service Cloud Dashboards from AppExchange.
A) Migrate UC's legacy service analytics by building a new set of custom report types.
B) Recommend that UC invest in Tableau Next to use service-related intelligent apps or accelerators.

Salesforce Service-Con-201 Exam - Topic 6 Question 16 Discussion

Actual exam question for Salesforce's Service-Con-201 exam
Question #: 16
Topic #: 6
[All Service-Con-201 Questions]

Universal Containers (UC) is launching an implementation of Service Cloud. The project is missing the requirement for a suitable analytics solution to allow executives and service managers to view the current and trending key performance indicators (KPIs).

Which recommendation should the Service Cloud Consultant make to help with this requirement?

Show Suggested Answer Hide Answer
Suggested Answer: C

Preconfigured Service Cloud Dashboards available on AppExchange provide out-of-the-box KPI tracking for service operations---such as case volume, resolution times, SLA compliance, and agent productivity. These dashboards are optimized for Salesforce data and can be customized to fit organizational goals.

Option A (custom report types) is time-consuming and not necessary for standard KPIs.

Option B (Tableau) offers advanced analytics but is not required for standard Service Cloud reporting.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide -- Contact Center Analytics Domain.

Salesforce AppExchange Listing: ''Service & Support Dashboards.''

Salesforce Help: ''Use Prebuilt Dashboards for Service Insights.''


by Junita at Aug 16, 2026, 03:33 PM

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