Which of the following approaches will help increase self-service rates for Universal Containers’ customers on the Service Cloud portal?

Creating active customers as portal users and sending them email notifications is an effective approach to increase self-service rates on the Service Cloud portal. This method ensures that customers who are already engaged with Universal Containers are promptly given access to the portal. By automatically creating portal users, the company eliminates unnecessary delays that could discourage customers from utilizing self-service options.

Email notifications are crucial because they save customers the hassle of searching for portal access information and guide them directly to engage with the platform. This proactive outreach not only facilitates easier access but also enhances the customer experience by ensuring they are aware of the resources available to them without having to actively seek them out.

The other approaches may not be as effective in boosting self-service rates. For instance, having agents manually create users when portal access is requested can lead to delays and administrative burdens, reducing the likelihood of customers taking initiative. Sending registration instructions via email to identified active customers, while beneficial, may not be as direct as creating accounts for them upfront, as it relies on customers to follow through with registration. Similarly, providing registration instructions during case handling may only assist a limited number of customers and lacks the broad outreach necessary to enhance overall self-service engagement.