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