To measure the percentage of escalated cases for DreamHouse Realty, which approach should be used?

• A. Create a bucket field on a report to calculate the percentage of escalated cases.
• B. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
• C. Create a daily snapshot report of all cases and calculate the percentage of escalated cases.
• D. Create a formula field on the case record to calculate the percentage of escalated cases.

Answer: (A)

Classifying cases directly in the report using a bucket field lets you create an Escalated vs Not Escalated grouping without changing the data model. You can base the bucket on Case Status, then group the report by that bucket and use the built-in counts to show the percentage of escalated cases (for example, escalated counts divided by total counts). This approach keeps the data schema clean and provides a flexible, quick way to measure share of escalations across a dataset. Adding a formula field to each case or building a daily snapshot adds unnecessary complexity, while a custom summary formula could work but isn’t as straightforward as using a bucket in the report.