Universal Containers in implementing the Salesforce Service Cloud

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Universal Containers in implementing the Salesforce Service Cloud. The company needs to reduce total case volume and the average amount of time spent by agents on cases.

Which solution would meet the requirements?

Use Escalation rules to move cases into the correct status; create reports to monitor the SLA adherence. Enable agent chat functionality for customers and disable the ability to log a case from the customer portal. Create reports on case age and queue backing; use escalation rules to modify management of missed SLA targets Publish knowledge articles to the customer portal and enables the attachment of articles upon case closure.

View other questions here: Salesforce Service Cloud (SU20)

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