Service-Con-201 Omni Channel Practice Question
An administrator is reviewing agent utilization and performance reports using Omni-Channel data. Which THREE standard reporting metrics or objects are commonly leveraged to analyze Omni-Channel performance? (Choose three.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Agent Work object historical data
Omni-Channel historical reporting tracks metrics via standard objects and reports like Agent Work, handle times, accept times, and supervisor metrics.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer satisfaction survey response scores stored on User records
Why it's wrong here
CSAT scores are stored on survey response or case objects, not User records.
- ✓
Agent Work object historical data
Why this is correct
Agent Work stores duration, accept, and decline metrics for historical reporting.
- ✗
Real-time server CPU utilization of Salesforce data centers
Why it's wrong here
Salesforce manages infrastructure metrics internally; they are not Omni-Channel reporting KPIs.
- ✓
Average speed to answer / accept time
Why this is correct
Speed to answer is a standard KPI tracked in Omni-Channel reports.
- ✓
Work item handle duration
Why this is correct
Handle duration measures how long agents spend resolving assigned items.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 321 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.