How should the number of metrics on a dashboard be determined?

Use the same number of metrics for all stakeholders

Include as many metrics as possible to be comprehensive

Based on the stakeholder's decision-making scope

Only include metrics that are easy to calculate

Which feature makes a dashboard more actionable for a supervisor investigating a drop in team performance?

Drill-down to individual agent metrics

Displaying only the team average

A service team wants to give each agent a dashboard they can glance at during their shift to manage their own workload. Agents need to see their current queue, how many chats they have open, and their average handle time compared to their personal target for today. Which dashboard design best meets these needs?

A team-level dashboard showing the supervisor's view of all agents' real-time statuses and queue lengths.

A static PDF report generated each morning with the agent's projected queue and handle time for the day.

A real-time dashboard showing the agent's live queue length, open chat count, and today's average handle time against their personal target, with a link to drill into individual interactions.

A historical weekly report showing average handle time, queue length, and chat volume for the past seven days.

What is a key consideration for making dashboards accessible to users with visual impairments?

Using color as the only way to convey information

Using small font sizes to fit more information

Avoiding the use of charts and graphs

Providing text alternatives and high-contrast designs

What is the primary purpose of an executive-focused dashboard?

To present strategic KPIs and trends for decision-making

To provide real-time metrics for agents to manage daily tasks

To analyze operational efficiency and workforce allocation

To monitor team performance and identify coaching opportunities

SalesforceCertified Agentforce Service Consultant

Domain 7Objective 2

Given a Scenario, Evaluate the Considerations When Designing Reports and Dashboards to Serve Different Stakeholders (agents, Supervisors, Managers, Executives). AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Part of the CONTACT CENTER ANALYTICS domain, which accounts for 5% of the AGENTFORCE-SERVICE-CONSULTANT exam.

41questions here

9free pages

12concepts

5%of the exam

12 Concepts in This Objective

Stakeholder-specific reporting needs
Agent-focused dashboards
Supervisor-focused dashboards
Manager-focused dashboards
Executive-focused dashboards
Data granularity and aggregation
Real-time vs. historical data
Key performance indicators (KPIs) selection
Dashboard usability and accessibility
Actionability and drill-down capabilities
Data security and visibility restrictions
Balancing breadth and depth of information

Questions 16–20

16foundation · easy
How should the number of metrics on a dashboard be determined?
Select an answer first
17foundation · easy
Which feature makes a dashboard more actionable for a supervisor investigating a drop in team performance?
Select an answer first
18application · medium
A service team wants to give each agent a dashboard they can glance at during their shift to manage their own workload. Agents need to see their current queue, how many chats they have open, and their average handle time compared to their personal target for today. Which dashboard design best meets these needs?
Select an answer first
19foundation · easy
What is a key consideration for making dashboards accessible to users with visual impairments?
Select an answer first
20foundation · easy
What is the primary purpose of an executive-focused dashboard?
Select an answer first

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