Contact Center Analytics13% of the exam
Service reports and dashboards for each stakeholder
Pick the report format, calculation, filter and dashboard design that answers each service stakeholder's question, deliver it with the right running user, folder and subscription, and know where history, Omni-Channel and channel data live.
Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders.
~7 min read · 34 practice questions ·
What the exam expects
- Choose a report format, bucket, row-level formula or summary formula (PARENTGROUPVAL, PREVGROUPVAL) from the question a stakeholder asks.
- Return the right records with cross filters and custom report types.
- Design dashboards: metric and gauge components, running user, dynamic dashboards and their limits, filters.
- Deliver results with subscriptions, conditions, folders and embedded report charts, and explain why two users see different numbers.
- Pick the source for history (field history, historical trending, reporting snapshots), Omni-Channel and channel data, and blended external data.
Key terms: running user (whose access a dashboard shows); dynamic dashboard (runs as the logged-in viewer); custom summary formula (a calculation on grouped totals); reporting snapshot (scheduled copy of report results into a custom object); AgentWork (the record for each Omni-Channel work assignment).
Key facts
Groupings
- Detail
- Up to 2 row and 2 column groups
Joined reports
- Detail
- Up to 5 blocks; 2,000 records per block
Cross filters
- Detail
- 3 per report, 5 subfilters each; no filter logic
Dynamic dashboards
- Detail
- 5 Enterprise, 10 Unlimited/Performance, 3 Developer; Recycle Bin counts
Dynamic restrictions
- Detail
- No scheduled refresh, no subscriptions, no private folder
Dashboard filters
- Detail
- 5 per dashboard, 50 values each
Report display
- Detail
- Maximum 2,000 rows
Subscription conditions
- Detail
- Up to 5; email only if all are met
Historical trending
- Detail
- Compares five snapshot dates
Reporting snapshots
- Detail
- Tabular or summary results to a custom object; no row-level formulas
Sources for this section (8)
- Build a Reporthelp.salesforce.com (opens in a new tab)
- Joined Reportshelp.salesforce.com (opens in a new tab)
- Cross Filtershelp.salesforce.com (opens in a new tab)
- Dynamic Dashboardshelp.salesforce.com (opens in a new tab)
- Limitshelp.salesforce.com (opens in a new tab)
- Report Subscriptionshelp.salesforce.com (opens in a new tab)
- Historical Changeshelp.salesforce.com (opens in a new tab)
- Reporting Snapshotshelp.salesforce.com (opens in a new tab)
- Why do two users see different counts on the same report?
- When would you choose a gauge over a metric?
- Which record holds speed to answer and handle time for routed work?
- Why can't case reports show total messaging volume?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (34 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams