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Universal Containers wants to provide its resellers a secure portal where they can share their customer
accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
The contact center at Universal Containers wants to reduce call volume and resolution time within Service
Cloud.
Which solution should a consultant recommend?
Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This
results in a high volume of phone calls
and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and
update their cases online. Customers should only be able to access the cases where they are listed as the
contact, including cases created by the support team on their behalf.
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