Salesforce Certified Service Cloud Consultant — Question 45

Cloud Kicks wants to view cases resolved on the first call. Reps have been trained to use Save & Close when creating a Case. An existing Closed Case report must be modified to show first call resolution.

What is the recommended report change to meet the requirements?

Answer options

• A. Filter on Status equals Closed Resolved
• B. Filter where Date/Time Opened equals Created Date
• C. Filter where Closed Date equals Created Date
• D. Filter on Closed When Created equals true

Correct answer: B

Explanation

The correct answer is B because filtering where Date/Time Opened equals Created Date ensures that only cases that were resolved at the time of creation are included, indicating first call resolution. The other options do not accurately capture the requirement for first call resolution; for example, option A includes all closed cases, and option C does not necessarily indicate resolution on the first call.