A company needs to report on average handle time (AHT) for the past year, broken down by agent and call type. The ACD produces over 50 million call records annually. The reporting team is concerned about performance and storage. Which approach should they take?

Create a real-time dashboard to show historical AHT for the past year.

Use the standard Salesforce Case report with a formula to calculate AHT.

Use a data warehouse to store the call records and create an aggregated table for AHT, then report from that.

Load all call records into Salesforce and use a custom report with summary formulas.

A contact center wants to report on the number of calls that were transferred from one agent to another using the PBX. Which data source should be used?

ACD call logs, because they track the entire call flow.

CRM activity history, because it tracks agent interactions.

PBX call detail records, because they log transfer events.

IVR logs, because they record the initial routing.

A large enterprise wants to report on customer satisfaction (CSAT) by agent, correlating survey responses with ACD call data. The ACD generates millions of call records per month, and survey data is stored in a third-party system. The team needs a solution that can handle the volume and provide a unified view. What should the consultant recommend?

Use a data warehouse to store and join the ACD and survey data, then use a BI tool to create the CSAT dashboard.

Create a real-time dashboard in Salesforce using the ACD live feed and manually enter survey scores.

Load both ACD call records and survey responses into Salesforce using custom objects, then create a report joining them by a common key.

Use the standard Salesforce Service Cloud console to display CSAT from the survey system without integration.

A manager wants to know the total time callers spent listening to IVR prompts before making a selection. Which data source provides this information?

ACD call detail records, because they include the full call duration.

CRM activity history, because it logs customer interactions.

IVR logs, because they timestamp each prompt and selection.

PBX call detail records, because they track call segments.

SalesforceCertified Agentforce Service Consultant

Domain 7Objective 1

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 5)

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

27questions here

6free pages

5concepts

5%of the exam

Questions 21–25

21expert · hard
A company needs to report on average handle time (AHT) for the past year, broken down by agent and call type. The ACD produces over 50 million call records annually. The reporting team is concerned about performance and storage. Which approach should they take?
Select an answer first
22application · medium
A contact center wants to report on the number of calls that were transferred from one agent to another using the PBX. Which data source should be used?
Select an answer first
23expert · hard
A large enterprise wants to report on customer satisfaction (CSAT) by agent, correlating survey responses with ACD call data. The ACD generates millions of call records per month, and survey data is stored in a third-party system. The team needs a solution that can handle the volume and provide a unified view. What should the consultant recommend?
Select an answer first
24application · medium
A manager wants to know the total time callers spent listening to IVR prompts before making a selection. Which data source provides this information?
Select an answer first
25foundation · easy
A supervisor needs to see the current number of agents available and the number of calls in queue, updated every few seconds. Which reporting solution is most appropriate?
Select an answer first

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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 5)

Questions 21–25

A company needs to report on average handle time (AHT) for the past year, broken down by agent and call type. The ACD produces over 50 million call records annually. The reporting team is concerned about performance and storage. Which approach should they take?

A contact center wants to report on the number of calls that were transferred from one agent to another using the PBX. Which data source should be used?

A manager wants to know the total time callers spent listening to IVR prompts before making a selection. Which data source provides this information?

A supervisor needs to see the current number of agents available and the number of calls in queue, updated every few seconds. Which reporting solution is most appropriate?

Keep studying — CONTACT CENTER ANALYTICS