CRT-261 · Question #107
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?
The correct answer is C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon. To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially…
Question
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?
Options
- AUse escalation rules to move cases into the correct status. Create reports to monitor service-level
- BEnable agent chat functionality for customers. Disable the ability to log a case from the Experience
- CPublish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon
How the community answered
(23 responses)- A9% (2)
- B17% (4)
- C74% (17)
Explanation
To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.
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