The Support Manager at Universal Containers has determined that there are five common case types that are
always resolved during the first call. Additionally, the support manager noticed that support agents are sending
similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?