Exam Service-Cloud-Consultant Topic 3 Question 91 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 91
Topic #: 3
Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.
Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

Suggested Answer: C Vote an answer

To measure handle time and resolution metrics for Messaging sessions, Salesforce recommends reporting on Messaging Session as the primary object, since it contains session duration, resolution status, and engagement metrics. Linking AgentWork as the secondary object provides data on the agent's activity and time spent handling each session.
Option A reverses the hierarchy, which limits visibility into per-session metrics.
Option B references Messaging User, which tracks user profiles, not interaction metrics.
Referenced Salesforce Materials:
* Salesforce Help: "Report on Messaging Sessions and AgentWork Data".
* Service Cloud Consultant Exam Guide - Contact Center Analytics Domain (performance metrics and real-time reporting).
* Salesforce Spring '24 Release Notes - Messaging and Analytics Enhancements.

by mike.mikovichver.2.0 at Aug 09, 2026, 10:31 AM

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mike.mikovichver.2.0
2026-08-09 10:31:01
Should be A. Refer to the 'Track Handle Time and Resolution' section in the "Report on Messaging Activity" article by Salesforce - https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&type=5
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