Which approach should be considered along with configuring entitlements to enhance case resolution time?

Improving the training provided to existing agents significantly enhances case resolution time because well-trained agents are more adept at understanding customer issues, utilizing system tools, and applying best practices when resolving cases. The quality of training influences how effectively agents can navigate the Salesforce Service Cloud and utilize features such as entitlements, which help in prioritizing cases based on service-level agreements (SLAs).

A focused training program can equip agents with better problem-solving skills, deepen their product knowledge, and familiarizes them with available resources and support tools. This understanding accelerates the resolution process because agents can make informed decisions quickly and provide customers with accurate and timely assistance.

In contrast, tracking social sentiment, hiring more agents, or utilizing automated chatbot responses may support customer service in different ways but do not directly improve the existing agents' ability to resolve cases efficiently. Tracking social sentiment can provide insights but does not directly influence case handling. Hiring more agents may increase capacity, but without effective training, it does not guarantee faster resolution. Chatbots can assist with simple inquiries but cannot replace the nuanced understanding and skill that trained agents provide for complex issues.