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Bohabaven has been using Salesforce Service Cloud for some time and has recently implemented Public...

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Bohabaven has been using Salesforce Service Cloud for some time and has recently implemented Public Sector Solutions to improve its application and grants management processes. The executive team wants to understand the trends and metrics around Bohabaven's constituent satisfaction with the new system. It is particularly interested in understanding the average time Bohabaven's employees take to resolve constituent service queries now versus their historical performance. Up until now, however, Bohabaven has not been tracking case duration. In this scenario, which is the correct reporting and analytics solution to provide ongoing trend reporting of case duration while also minimizing customization?

A.

Public Sector Case Analytics App, leveraging CRM Analytics' case duration formula

B.

Public Sector Case Analytics App, with a newly created custom field to track case duration for new cases.

C.

Standard Salesforce Report using the standard Case report type, with a custom formula to calculate case duration.

D.

Standard Salesforce Report using the standard Case report type, with a newly created custom field to track case duration for new cases.

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