Given a Set of Desired Metrics, Determine the Appropriate Reporting Solution Taking into Account Data Sources, Data Volume, and Various Contact Center Technologies (ACD, IVR, PBX, Etc.). AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A service manager needs a monthly report showing the percentage of calls that were abandoned by customers while waiting in the ACD queue. The ACD exports daily CSV files to a shared drive. Which reporting solution should be used?

   • AAsk the PBX vendor to provide a report on abandoned calls, then manually enter the numbers into a spreadsheet.
   • BCreate a Salesforce report using the standard Case object with a formula to calculate abandonment percentage.
   • CUse a data integration tool to load the ACD CSV files into a custom object, then build a report with a summary formula for abandonment rate.
   • DConfigure a real-time dashboard to monitor abandonment percentage from the ACD's live feed.
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   A contact center needs to report on the average handle time (AHT) for the previous business day. Which reporting solution is most appropriate?

   • AOut-of-the-box IVR report
   • BReal-time dashboard
   • CHistorical report
   • DCustom report built from CRM data only
   Reveal Solution Discussion Select an answer first
4. 8application · medium

   A small contact center with low call volume wants a simple way to report on daily call counts and average wait time. They use Salesforce Service Cloud and have a basic ACD integration that creates a record for each call. Which reporting solution should they use?

   • AA data warehouse with a BI tool for future scalability.
   • BA custom real-time dashboard using streaming data from the ACD.
   • CA standard Salesforce report on the ACD integration object with summary formulas.
   • DAn out-of-the-box Salesforce dashboard using the Case object.
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   A manager wants to report on the percentage of callers who abandoned the call while waiting in queue. Which data source is the primary source for this metric?

   • ACRM (Customer Relationship Management)
   • BIVR (Interactive Voice Response)
   • CACD (Automatic Call Distributor)
   • DPBX (Private Branch Exchange)
   Reveal Solution Discussion Select an answer first
6. 10application · medium

   A contact center manager needs a weekly report showing the number of calls handled per agent, along with the average handle time. The ACD data is already integrated into Salesforce as a custom object. Which reporting solution is most appropriate?

   • AA data warehouse with a BI tool, even though the data is already in Salesforce.
   • BA real-time dashboard showing the same metrics.
   • CAn out-of-the-box Salesforce dashboard using the Case object.
   • DA custom report on the ACD integration object, grouped by agent, with summary formulas for call count and average handle time.
   Reveal Solution Discussion Select an answer first