The support management team at Universal Containers has noticed an increase in wait timesover the...

Salesforce Service-Cloud-Consultant Question Answer

The support management team at Universal Containers has noticed an increase in wait times

over the last several months when customers call in for support.

What should a consultant recommend to help decrease customer wait times?

Set up analytical snapshots to capture key case Information and create historical trending reports.

Create reports to analyze data in order to understand peak times and ensure adequate.

Create case escalation rules to route high-priority cases directly to supervisors for resolution.

Service-Cloud-Consultant PDF/Engine

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