Exam Service-Con-201 Topic 7 Question 15 Discussion

Actual exam question for Salesforce's Service-Con-201 exam
Question #: 15
Topic #: 7
A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.

Suggested Answer: B Vote an answer

Service & Support Dashboards from AppExchange are prebuilt analytics solutions designed by Salesforce to provide executives with key insights into service operations-such as case volume, backlog, response time, and customer satisfaction metrics. These dashboards are optimized for decision-making and align with standard Salesforce data models.
Option A (Omni-Channel Analytics) focuses on routing and agent utilization, which are more operational metrics than executive-level KPIs.
Option C (CTI reports) provide telephony insights but are too narrow for strategic management dashboards.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
Salesforce AppExchange Listing: "Service & Support Dashboards."
Salesforce Help: "Use Prebuilt Dashboards for Service Cloud Insights."

by Kim at Jun 23, 2026, 08:57 AM

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