Embedded Chat Window is the functionality that a consultant should recommend implementing to resolve the issue of heavy amount of phone calls and customer complaints about the hold time. Embedded Chat Window is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Window can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Window also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration. Embedded Chat Window can help reduce the volume of phone calls and improve customer satisfaction by providing an alternative and convenient channel for customers to get support for complex product issues. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview

Omni-Channel is the recommended solution to ensure that service agents handling both interactive chat and case processing are only assigned an appropriate number of issues. Omni-Channel routing intelligently distributes work based on agent availability, capacity, and skillset, ensuring that agents are not overwhelmed with too many concurrent interactions. This system allows for the dynamic balancing of workloads across agents, promoting efficient handling of customer communications and ensuring that service quality is maintained across all channels.

Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.