Which reporting and analytics requirement is most relevant?

The customer wants to track case resolution times by product category .

Which reporting and analytics requirement is most relevant?
A . Implement custom dashboards with visualizations of overall case volume and agent performance.
B . Configure reports with filters to break down case resolution times by agent and case priority.
C . Develop custom fields and reports to categorize cases by product and track resolution times per category.
D . Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

View Answer

Answer: C

Explanation:

To effectively track case resolution times by product category, developing custom fields and reports specific to case categorization is most relevant. By adding custom fields to categorize cases based on the product and configuring reports to analyze resolution times for each category, organizations can gain insights into performance metrics segmented by product. This approach allows for more targeted analysis and improvement of service processes related to specific product lines.

Reference: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm