What solution should a consultant recommend to reverse the trend of increasing case resolution time at Universal Containers?

The most effective solution to reverse the trend of increasing case resolution time is to configure entitlements and milestones to enforce SLAs (Service Level Agreements). By doing so, the organization establishes clear expectations regarding how quickly cases should be resolved. Utilizing entitlements allows for the management of service contracts and clearly identifies what services a customer is entitled to receive within a specific timeframe. Milestones provide checkpoints that enable agents to track progress against these SLAs, helping to ensure that cases are handled within the expected timeframes.

This approach not only sets measurable standards for resolution times but also helps in identifying bottlenecks in the process and areas where agents may need further support or resources. It can promote accountability among agents and create a sense of urgency to resolve cases promptly, thereby directly addressing the issue of increasing case resolution times.

Configuration of entitlements and milestones aligns with best practices in customer service management, allowing organizations to enhance their efficiency while ensuring customer satisfaction by meeting promised service levels.