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Universal Containers (UC) has implemented a new ecommerce site for its resellers. UC is leveraging a multi-cloud architecture, B2B Commerce, for buildingthe storefront and Service Cloud Web2Case for offering case management functionality to its resellers. UC notices that the case volume is extremely high and a number of resellers are raising cases for trivial issues on the B2B Commerce site. Which two recommendations should a Solution Architect make to help resellers use the site more efficiently and lower the case volume? Choose 2 answers
Correct Answer: B,D
Option B would help resellers find answers to their questions by showing them relevant articles or discussions before they create a case. This way, they can resolve their issues without contacting support13. Option D would help resellers learn how to use the site effectively andavoid common pitfalls. This way, they can reduce errors and confusion that might lead to unnecessary cases2. To help resellers use the site more efficiently and lower the case volume, the Solution Architect should recommend: B) Implement Case Deflection. This feature helps users find answers to their questions and resolve issues before submitting a case, thereby reducing case volume. D) Plan and conduct User Adoption Trainings for resellers on how to use the site. Training ensures that resellers are comfortable with the ecommerce site and understand how to use it effectively, which can lead to reduced case volume. Salesforce's best practices for service cloud implementation recommend these strategies to improve user efficiency and reduce case volumes, as detailed in Service Cloud documentation and training materials.
