Salesforce Certified Service Cloud Consultant — Question 63

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

Answer options

• A. Create a report using the Case Age report type.
• B. Create a report using the Case Historical Trending report type.
• C. Create a report using the Case Snapshot report type.
• D. Create a report using the Case Lifecycle report type.

Correct answer: D

Explanation

The Case Lifecycle report type is specifically designed to track the time cases spend in each status over their entire lifecycle, making it the most suitable choice for the manager's needs. The other report types do not provide the same level of detail on status duration, which is critical for addressing the issue of increasing case age.