Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ84

Case Management

Cloud Kicks has multiple teams working on customer cases. Support managers want to track how long each team owns every case before it is resolved.

Which report should the Service Cloud Consultant use to meet this requirement?

  • A Case with Milestone report
  • B Cases with Historical Trending report
  • C Case Lifecycle report
Explanation

Case Lifecycle reports provide the Range duration for the period since a case last changed owner or status; the counter resets whenever ownership or status changes. This supports measuring how long each team owns a case before resolution.

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