How should a consultant provide suggested article functionality to lightning service console users?

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

Universal containers is trying to reduce the amount of time support agents spend creating cases. Thenew method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?