Question

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates. Which method should be used to enable the customers on the portal? (Choose 2) A. Have agents manually create users when portal access is requested by customers. B. Identify active customers and send them registration instructions via email. C. Create active customers as portal users and send them email notifications D. Have agents provide customers with portal registration instructions when working on a case

Answer 1

Answer:

The correct options are C and D

Explanation:

First of all, they have to create active customers as portal users and send them notifications. This is because these set of customers were already doing business with them and have opened support cases. It will be very important to then send them email notifications to inform them that they can now solve their issues easily through the Service Cloud portal. Also, it is also important to involve agents that will guide the customers on the portal registrations.