Universal Containers has a category of cases that cannot be solved by a single agent...

Salesforce Service-Cloud-Consultant Question Answer

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and

resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.

Which option should the consultant recommend so experts can collaborate in real time?

Add experts to an integrated Slack channel.

Use Email-to-Case to send an email to experts so they can use email threads.

Implement Skills-Based Routing to assign the case to experts.

Service-Cloud-Consultant PDF/Engine

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