Cloud Kicks has hired a Service Cloud Consultant to build out its reports.

In a Case History report, Salesforce tracks field changes for any fields that have field history tracking enabled. For each tracked field, the Old Value and New Value are recorded, providing an audit trail of how and when data changed. These two fields — Old Value and New Value — are available for viewing only and cannot be edited or updated.

This report helps service managers analyze how cases evolve over time and identify process bottlenecks or data integrity issues.

Option A is incorrect because “Data Type” is not a tracked field in history reports.

Option B is incorrect because the “User” field (who made the change) is editable in user management, not view-only within this report type.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.

Salesforce Help: “Case History Reports and Field History Tracking Behavior.”

Salesforce Trailhead: “Track Field History for Auditing and Reporting.”