Which solution should a consultant recommend to meet this requirement?

Universal Containers’ contact center would like to measure and communicate case escalation rates to management .

Which solution should a consultant recommend to meet this requirement?
A . Create a bucket field on a report to calculate the percentage of escalated cases
B . Create a case report with a custom summary formula to calculate the percentage of escalated cases
C . Create a formula field on the case record to calculate percentage of escalated cases
D . Create a daily snapshot report of all cases and calculate percentage of escalated cases

View Answer

Answer: B