Salesforce Certified Service Cloud Consultant — Question 88

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group’s manager would like a report on their agents’ daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

Answer options

• A. Customize the My Teams calls this week standard report.
• B. Create a Custom Report type with activities as the primary object.
• C. Set up a reporting snapshot of the case, contact and activity objects.
• D. Build a Summary report on Products and Activities.

Correct answer: A

Explanation

The correct answer is A because customizing the existing 'My Teams calls this week' report allows the manager to easily access relevant data without starting from scratch. Options B and C are less efficient as they require creating new report types or snapshots, which may not directly meet the specific reporting needs. Option D focuses on a broader summary rather than the specific details of daily call volume.