Universal Containers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication channel for each shift. UC has implemented a service-focused community but only wants customers to inquire about service in the community through chat.
Which three options should a Solution Architect recommend to meet the requirements defined above? (Choose 3 answers)
A. CTI adaptor with Omni-Channel integration
B. Customer Community with ability to create a new support Case
C. Experience Cloud, web-to-case, and a CTI integration
D. Omni-Channel with defined presence, routing configurations, and Service Channels
E. Customer Community with Live Agent
C. Experience Cloud, web-to-case, and a CTI integration D. Omni-Channel with defined presence, routing configurations, and Service Channels E. Customer Community with Live Agent
Explanation:
This way, you can create a service-focused community for your customers using Experience Cloud Sites. You can also customize the look and feel of your community and integrate it with other Salesforce products and features.
Omni-Channel with defined presence, routing configurations, and Service Channels3. This way, you can manage your service agents’ availability and workload across different communication channels such as email, phone, and chat. You can also use service channels to define which objects and records are routed to your agents using Omni-Channel.
Customer Community with Live Agent23. This way, you can enable chat support for your customers in the community using Live Agent. You can also configure chat buttons, invitations, pre-chat forms, and other settings for Live Agent.