Salesforce Application Architect Data-Architect Question # 10 Topic 2 Discussion

Data Loader uses external Id fields to match records in the CSV file with records in Salesforce during an upsert operation. If the CSV file contains duplicate external Id values within the same file,Data Loader will throw an error saying “Duplicate Id Specified” and will not process those records. Therefore, it is important to ensure that the CSV file does not have any duplicate external Id values before using Data Loader to upsert records.

QUESTIONNO: 42

Universal Containers has deployed Salesforce for case management The company is having difficulty understanding what percentage of cases are resolved from the initial call to their support organization. What first step is recommended to implement areporting solution to measure the support reps case closure rates?A. Enable field history tracking on the Case object.B. Create a report on Case analytic snapshots.C. Install AppExchange packages for available reports.D. Create Contact and Opportunity Reports and Dashboards.

Answer: A

Enabling field history tracking on the Case object is the first step to implement a reporting solution to measure the support reps case closure rates. Field history tracking allows you to track changes to certain fieldson the Case object, such as Status, Owner, or Priority. You can then create reports based on the field history data to analyze how long it took to close a case, how many times the case owner changed, or how many cases were escalated.