To accurately calculate and report how long cases stay open , a custom formula field should be created on the Case object (for example, TODAY() - CreatedDate for open cases, and ClosedDate - CreatedDate for closed ones). This field can then be included in standard or custom reports.
Option A (Case Age field) only measures the duration for currently open cases and does not calculate for closed cases.
Option B (formula on the report) is not supported in Salesforce standard reporting capabilities.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.
Salesforce Help: “Create a Formula Field to Track Case Duration.”
Salesforce Trailhead: “Build Reports on Case Duration and Age Metrics.”
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