Universal Containers (UC) has implemented a new ecommerce site for its resellers. UC is leveraging a multi-cloud architecture, B2B Commerce, for…

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.