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What solution should a consultant recommend to meet this requirement? Universal containers staffs its contact Centers to allow for up to 20% of the total case volume to be escalated. The contact Center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.



A. Create a dashboard report to display and compare escalated cases against non-escalated cases
B. Create a former field on the case record to calculate percentage of escalated cases
C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

This question is part of Service Cloud Quiz 10Nov
Asked by Wyatt Williams, Last updated: Feb 21, 2020

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6 Answers

John Smith

John Smith

Answered Jan 08, 2017

Create a dashboard report to display and compare escalated cases against non-escalated cases.

1
 

davidiona

Davidiona

Answered Jul 14, 2018

D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

 

raniel-almeida

Raniel-almeida

Answered Aug 03, 2017

I agree with "Nikmarv" just create a formula field in the report based on the field: Scaling.

D. Create a case report with a custom summary formula to calculate the percentage of escalated cases.

 

John Adney

John Adney

Answered Aug 03, 2017

I agree with "Nikmarv" just create a formula field in the report based on the field: Scaling:

D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

 

nikmarv

Nikmarv

Answered Jun 07, 2017

I think a "daily" report is not so exaustive, and UC want to see the escalation rate, not the case list.
The correct answer for me it's:

D. Create a case report with a custom summary formula to calculate the percentage of escalated cases.

 

edgar_banzo

Edgar_banzo, Buenos Aires

Answered Mar 26, 2017

In other quizzes the right answer is "Create a daily snapshot report of all cases and calculate percentage of escalated cases".

 

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