Exam Service-Cloud-Consultant Topic 2 Question 222 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 222
Topic #: 2
Which solution should a consultant design so the average number of days that Cases stay open can be easily reported?

Suggested Answer: C Vote an answer

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."

by Cliff at Sep 13, 2026, 12:13 AM

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