Salesforce Certified Service Cloud Consultant CRT-261 Question # 12 Topic 2 Discussion

These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: : https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm &type=5