Explanation:

Universal Containers has already implemented a CTI system, Knowledge base, and Einstein Chatbots to enhance customer interactions. The VP’s request for additional system improvements to facilitate customer self-service emphasizes solutions that allow customers to independently resolve issues with minimal agent intervention. Let’s evaluate the options:

A. Have customers search the Knowledge base for solutions:
While the Knowledge base (Salesforce Knowledge) is a powerful tool for self-service, it’s already implemented in this scenario. Simply instructing customers to search it doesn’t constitute a new system improvement. Additionally, without a user-friendly interface to access Knowledge articles, customers may struggle to find relevant solutions, especially if they’re external users without a structured portal. This option doesn’t add significant value beyond what’s already in place.

B. Provide a toll-free customer support phone number:
Offering a toll-free number is a traditional support channel that relies on agent interaction, which is the opposite of self-service. This would increase agent workload and contradict the goal of enabling customers to resolve issues independently. While useful for escalations, it doesn’t align with the VP’s focus on self-service improvements.

C. Create an Experience Cloud site for customers:
This is the best recommendation. Salesforce Experience Cloud (formerly Community Cloud) allows organizations to build branded, customer-facing portals where users can access self-service features. An Experience Cloud site can integrate with the existing Knowledge base to surface relevant articles, leverage Einstein Chatbots for automated assistance, and provide case management capabilities (e.g., creating, tracking, or resolving cases). Customers can log in to find answers, interact with chatbots, or engage with a community of users for peer-to-peer support, all without agent involvement. This solution enhances self-service by consolidating and presenting tools in a user-friendly, scalable way.

Key Features:
Knowledge Integration: Display Knowledge articles tailored to customer queries.
Chatbot Integration: Embed Einstein Chatbots to guide users through common issues or FAQs.
Case Management: Allow customers to create or track cases directly in the portal.
Community Features: Enable discussion forums for peer support, reducing reliance on agents.
Customization: The site can be branded and customized to align with Universal Containers’ needs.
Setup Requirements: Requires enabling Experience Cloud, configuring a site with appropriate permissions, and integrating it with Salesforce Knowledge and Einstein Chatbots. Customer Community or Customer Community Plus licenses may be needed for external users.
This option aligns directly with the goal of improving self-service by leveraging existing investments (Knowledge, Chatbots) and adding a new, customer-centric platform.

References:
Salesforce Help: Experience Cloud Overview
Salesforce Help: Set Up Self-Service with Experience Cloud
Salesforce Help: Integrate Knowledge with Experience Cloud