A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.
A.
Omni-Channel Analytics detailing specific paths and routing types
B.
Service & Support Dashboards from AppExchange
C.
CTI analytics reports with wait times and handle times
Service & Support Dashboards from AppExchange are prebuilt analytics solutions designed by Salesforce to provide executives with key insights into service operations—such as case volume, backlog, response time, and customer satisfaction metrics. These dashboards are optimized for decision-making and align with standard Salesforce data models.
Option A (Omni-Channel Analytics) focuses on routing and agent utilization, which are more operational metrics than executive-level KPIs.
Option C (CTI reports) provide telephony insights but are too narrow for strategic management dashboards.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.
Salesforce AppExchange Listing: “Service & Support Dashboards.”
Salesforce Help: “Use Prebuilt Dashboards for Service Cloud Insights.”
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