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Question 74/89
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
Which reporting solution should a consultant recommend?
Correct Answer: C
Explanation
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified References: Create Case Snapshot Reports
- Question List (89q)
- 1 commentQuestion 1: What are three considerations when adding a report chart to ...
- Question 2: Universal Containers 'IT policy prevents third-party softwar...
- Question 3: Universal Containers is migrating from Classic Knowledge to ...
- Question 4: Universal Containers wants to be able to assign cases based ...
- Question 5: Ursa Major Solar sends service technicals to customer locati...
- Question 6: Ursa Major Solar sells industrial equipment and privide supp...
- Question 7: Universal Containers runs a support operation with multiple ...
- Question 8: Universal Containers wants to reduce the clicks a Customer S...
- 1 commentQuestion 9: Universal Containers recently implement Service Cloud. The S...
- Question 10: Cloud Kicks wants to view cases resolved on the nrst cal. Pe...
- Question 11: If a Case cannot be resolved after Tier 1 has performed thei...
- Question 12: Cloud Kicks uses the Service Console, Service agents freguen...
- Question 13: Cloud Kicks (CK) plans to use Queues for case management. CK...
- 1 commentQuestion 14: Cloud Kicks (CK) provides support 24 hours a day, 7 days a w...
- Question 15: A consultant has been hired to integrate a client's phone sy...
- Question 16: Universal Containers has been testing an updated Service Con...
- 1 commentQuestion 17: Cloud Kicks is migrating from an external knowledge base to ...
- Question 18: Cloud Kicks wants to easily tum social network posts into ca...
- Question 19: Universal Containers wants to implement a customer service c...
- Question 20: Universal Containers has tested skills-based routing in a sa...
- Question 21: Service Representatives are complaining that their Lightning...
- Question 22: Universal Containers wants Service Console users to be able ...
- Question 23: AW Computing sells and supports personal computers and print...
- Question 24: Cloud Kicks (CK) has service agents based in North America a...
- Question 25: A Service Representative transfers a Live Agent Chat to anot...
- Question 26: Universal Containers is using the Lightning Service Console ...
- Question 27: The contact center at Universal Containers offers support th...
- Question 28: Universal Containers email policy requires that all email tr...
- Question 29: Cloud Kicks is preparing to migrate to Service Cloud from an...
- Question 30: A manager has noticed an increase in average case age. This ...
- Question 31: Cloud Kicks use a Console App to support users. Service agen...
- Question 32: Universal Containers would like for article to be different ...
- Question 33: Universal Containers' support management team has noticed an...
- Question 34: The VP of Service at Universal Containers wants to make it e...
- 1 commentQuestion 35: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- Question 36: Universal conatiners has determined that case list views are...
- Question 37: Universal Containers (UC) hired in an expansion of the conta...
- Question 38: Cloud Kicks uses Service Cloud and Slack. For difficult case...
- Question 39: Universal Containers is planning to provide different levels...
- Question 40: Cloud Kicks is preparing to support customers through SMS te...
- Question 41: Universal containers is looking for ways to provide more pro...
- Question 42: Which feature should a Consultant recommend to allow a Tier ...
- Question 43: Universal Containers (UC) wants to automate the process of c...
- Question 44: Universal containers is trying to reduce the amount of time ...
- Question 45: Milestones can be added to which two Object types? Choose 2 ...
- Question 46: As part of a new salesforce knowledge implementation, Univer...
- Question 47: what should a consultant recommend to ensure chat request co...
- Question 48: When Service Reps view a Case, they often need to see the Ca...
- Question 49: As part of a new Salesforce Knowledge implementation, Univer...
- Question 50: What approach should a Consultant use to ensure that Knowled...
- Question 51: Which search mechanism should be used to find case comments ...
- Question 52: The Vice President (VP) of Customer Support for Universal Co...
- 1 commentQuestion 53: Universal Containers has completed development and testing o...
- Question 54: Which Search mechanism should be used to find Case Comments ...
- Question 55: Universal Containers (UC) has deployed a call center using o...
- Question 56: Which feature should a consultant recommend to allow a tier ...
- Question 57: A company has implemented Salesforce Service Cloud. The comp...
- Question 58: Universal Containers (UC) is updating the Service Cloud cons...
- Question 59: A Contact Center Manager is implementing a new customer care...
- Question 60: Universal Containers (UC) wants to schedule for repair servi...
- Question 61: Ursa Major Solar cells highly technical products that requir...
- Question 62: Metrics show that Universal Containers has a high call aband...
- Question 63: The Universal Containers sales team has been so successful i...
- Question 64: Cloud Kicks is preparing to deploy Omni-Channel Resolutin to...
- Question 65: A recent analysis of cases at Cloud Kicks (CK) revealed a hi...
- Question 66: Cloud Kicks (CK) provides varying levels of support based on...
- Question 67: UC has created permission sets granting access to object and...
- Question 68: Universal Containers wants to import an external knowledge b...
- Question 69: universal containers receives partner data in excel format.t...
- Question 70: universal containers is implementing a customer community to...
- Question 71: Universal Containers wants to help customers resolve issues ...
- Question 72: A recent analysis of agent performance on chat-related cases...
- Question 73: Universal Containers recently rolled out a Salesforce knowle...
- 1 commentQuestion 74: The support manager at universal containers has noticed an i...
- Question 75: Cloud kicks needs a way for external customers to easily cre...
- Question 76: service representatives are complaining that their lightning...
- Question 77: Cloud Kicks (CK) has recently started using Entitlements wit...
- Question 78: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 79: universal Containers (UC) hired agents in an expansion of th...
- 1 commentQuestion 80: Cloud Kicks (CK) is a global company with multiple product l...
- Question 81: Cloud Kicks (CK) has a service performance aasnboard to mara...
- Question 82: Universal Containers wants to notify Support Managers when a...
- Question 83: Which two areas can an Administrator make Open CTI features ...
- Question 84: Universal Containers (UC) wants to implement Service Cloud u...
- Question 85: Universal Containers wants to notify Support Managers when a...
- Question 86: Field engineers often need to access current inventory level...
- Question 87: Cloud Kicks pride support to customers across the workd and ...
- Question 88: Cloud Kicks has implemented a review process for all new kno...
- Question 89: Universal Containers wants to maintain Service Level Agreeme...
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It should be A