A report shows average time spent by agents to resolve cases.

Vendor: Salesforce
Product: ADM-261
Update on: Jul 26, 2025
Questions: 354

Salesforce ADM-261 Question Answer

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the sametime to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

Document and share the practices of Agent A with the team via knowledge articles

Lower the target for entire team to that of Agent A

Review case history and activities for Agents B and C

Build a dashboard to display individual performance by agent versus the team goal

Update case assignment rules to route more cases to Agent A