Is Cost Information on cases included in the Performance Analytics Content Pack for Customer Service?

• A. True
• B. False
• C. Not included in any version
• D. Only available with Enterprise license

Answer: (B)

Performance Analytics Content Packs for Customer Service focus on service delivery metrics—things like case volume, SLA adherence, resolution times, aging, and customer satisfaction. Cost information per case isn’t part of these prebuilt indicators by default because it’s financial data rather than a standard service metric. To analyze cost per case, you’d need to bring in cost data from the financial side (or include cost fields on the case or a related table) and create a custom indicator or a separate analytics content pack. So, the statement is false.