Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

• A.Add experts to an integrated Slack channel.
• B.Use Email-to-Case to send an email to experts so they can use email threads.
• C.Implement Skills-Based Routing to assign the case to experts.

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Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

• A.Add History to the Utility bar.
• B.Create a custom dashboard.
• C.Keep all cases open in tabs.

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Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

• A.Implement SOS for mobile experience
• B.Create a Customer Community
• C.Utilize KCS to manage Knowledge
• D.Add Live Agent to public-facing sites
• E.Configure Chatter for public access

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Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

• A.Allow Comments on Knowledge articles.
• B.Create a self-service Help Center.
• C.Enable Chat in an Experience Cloud site.
• D.Implement Case Assignment Rules.

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Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

• A.Embedded Chat Service
• B.Experience Cloud site
• C.Web-to-CaM
• D.Case Assignment Rules

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