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Universal Containers wants to implement a new Experience Cloud site to support its customers. It has

provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over 1 million registered customers to securely submit cases and view the status of those cases

• Ability for registered customers to save favorite Knowledge articles for easy access later

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on

cases.

What should they consider before implementation?

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit

support requests instead of calling the customer service center. The product owner has asked the consultant to

create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Universal Containers wants to offer its customers interactive chat as well as case processing.

The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an

appropriate number of issues?