Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case
volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?
A. Use escalation rules to move cases into the correct status. Create reports to monitor
service-level agreement (SLA) adherence.
B. Enable agent chat functionality for customers. Disable the ability to log a case from the
Experience Cloud site.
C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of
articles upon case closure.
C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of
articles upon case closure.
Explanation:
The requirement is to reduce case volume and decrease average handle time (AHT). Here’s why Option C is the best solution:
Self-Service with Knowledge Articles
Publishing Knowledge articles on the Experience Cloud site allows customers to find answers without contacting support, directly reducing case volume.
Reference: Set Up Knowledge for Customer Self-Service
Attaching Articles to Cases
When agents attach relevant Knowledge articles to resolved cases, it:
Reduces repeat cases (customers can refer back to the solution).
Decreases handle time (agents spend less time explaining solutions).
Reference:Attach Knowledge Articles to Cases
Why Not the Other Options? A. Escalation Rules & SLA Reports → Helps with case routing and monitoring, but does not reduce case volume or handle time.
B. Agent Chat & Disabling Case Creation → While chat can speed up resolutions, disabling case creation harms customer experience and doesn’t address root causes (self-service is better).
Additional Best Practices
Enable Einstein Article Recommendations (for faster agent resolutions).
Use Macros (to automate common responses).