Which reporting solution should the Consultant recommend?

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solution should the Consultant recommend?
A . Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B . Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C . Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
D . Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

View Answer

Answer: D

Explanation:

Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports