Service-Cloud-Consultant Exam Dumps | Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and

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Question 102

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Question 102/116

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. Dashboard viewer

B. VP of service

C. Team leaders

Correct Answer: A

To ensure consistent KPI definitions while respecting data visibility rules, Salesforce dashboards should use the "Dashboard Viewer" as the running user. This setting ensures that each user viewing the dashboard sees data according to their own access permissions (role hierarchy, sharing rules, etc.), but all use the same filters and calculations.
If the dashboard used the VP of service as the running user, all viewers would see organization-wide data, violating visibility requirements. Team leaders (Option C) would restrict the data too narrowly.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
* Salesforce Help: "Set the Running User for a Dashboard."
* Salesforce Trailhead: "Customize Dashboard Visibility with the Dashboard Viewer Option."

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